Head of Service Operations

NATS Services are entering an important phase of our strategy to provide technology enabled services to New Airspace Users (NAU). This phase will establish routes to market and accelerate technology enablement by developing strategic partners and collaborations. The new NAU P&L underpins NATS overall strategy to 2040 to be relied upon by all airspace users for services, generating additional commercial value from space to ground globally.

The Head of Service Operations will:

• Ensure delivery of NAU services with technology, people, and processes to meet SLA's and expectations


• Ensure operation meets regulatory and safety needs


• Develop resilience with appropriate disaster recovery processes and capabilities


• Ensure services are cost effective, maintain customer satisfaction


• Continually develop internal capabilities and skillsets to provide career growth opportunities


Other duties include:

• Manage operation of all customer and partner services ensuring value is safely and cost effectively delivered to SLA's and assurance levels


• Manage operational risks, develop a strategic and tactical view of resource and skillset requirements, ensuring consistent customer service


• Seek opportunities for further digitisation or improvements to the services


• Support commercial teams with estimation and development bid plans, opportunities, and RfX responses


• Create governance for the operations, regular progress and strategic reviews, involving senior management where appropriate


• Identify new opportunities that may develop from change management or opportunities to enable further commercial growth


• Ensure all operations meet the appropriate safety, regulatory, cybersecurity, and assurance levels required
  
  Educated to degree level, or demonstrable equivalent experience in a similar role


• Strategic and conceptual (big picture) commercial & technology enabled service operations ability, working with high levels of detail and accuracy


• Influential and a flair for building relationships at all levels


• Self-motivated with excellent planning, organisational and communication skills


• Pragmatic approach to operational management, risk management, governance, and execution to maximise value


• Comfortable working in dynamic cross-functional management environments


• Confident, with a natural ability to analyse and articulate complex operational challenges


• Strong, pragmatic approach to safety, risk, and assurance, ensuring services remain safe and cost effective


• Experience of working with regulators is essential


• Previous experience of the NAU emerging market, Civil Aviation ATM sector is essential, knowledge of the Unified Traffic Management (UTM) market desirable


• Strong knowledge and experience of SaaS, ATM technologies and assured services
  
  NATS is the UK's leading air navigation service provider, handling over 2 million flights per year and offer a wide range of commercial solutions internationally. Our people are at the heart of our purpose to advance aviation and keep the skies safe.
  
  We are proud to offer a fantastic total reward package to help you thrive both personally and professionally. In addition to a competitive salary that's regularly reviewed, you'll also benefit from an annual performance related incentive, private health & dental, market-leading pension scheme, generous leave entitlement, plus a range of other benefits, retail discounts, wellness support and comprehensive learning and development.


If you share our passion to advance aviation and keep the skies safe - we would like to hear from you whatever your age, sex, race, faith, sexual orientation, gender identity, gender expression, visible or invisible disability. Individuals that bring different perspectives, skills, life experiences and backgrounds help us be at the forefront of our industry.