Team Leader (Service Operations)

To support and monitor the teams under the guidance of the Service Operations Management to deliver a comprehensive and effective service operation as part of Service Operations Management. To act as an escalation point for the services; setting and measuring targets so that OLAs / SLAs are met to deliver an efficient and effective support service. What will you be doing?

• Confirm that all Service Operations Technical Analysts/Analysts are fully briefed and understand job requirements and responsibilities.
• Review, monitor and ensure analysts are maintaining accurate logs of IT support functions and accurately and promptly. Taking ownership to contact both internal and external customers as per defined process and escalate any issues with resolution.
• Motivate, coach and develop analysts to deliver improved customer service and personal efficiency.
• Work collaboratively with Service Operations Team Leaders and colleagues to balance resources when appropriate and encourage the sharing of best practice within and across teams.
• Operate in accordance with the Service Operations resourcing model so that SLAs and efficiency targets can be achieved through responsive and efficient management of people.
• Monitor statistics on an individual and team basis and produce reports to assist with performance and service improvements.
• Assist in validating that Service Operations service meets customer requirements and help to develop service improvement solutions to meet those needs.
• Verify that incidents and requests are handled within the defined Service Operations SLA and OLA’s.
• Maintain and update all Service Operations documentation/processes/scripts to ensure compliance.
• Work with Assignment Managers to establish performance objectives and performance appraisals and establishing training/development plans to improve overall performance.
  
  Ability to positively influence across the organisation.
• Excellent communication skills with the ability to work collaboratively within the Service Operations leadership team.
• Strong customer focus with personal drive to improve customer service and satisfaction.
• Highly self-motivated and energetic with a natural talent for enthusing and motivating people to achieve high performance standards.
• Experienced in or able to demonstrate the ability to lead, coach and develop people in an operational environment.
• Familiar with planning and resource modelling techniques and their application in an operational environment.
• Sound knowledge in Desktop Software, (MS Office, MS Outlook)
• Sound Knowledge of Operating Systems and of the IT infrastructure (hardware, databases, operating systems, local area networks etc) used within own organisation.
Desirable
• ITIL qualified to Practitioner’s or Manager’s level.
  
  We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. Discover more about the importance of Diversity and Inclusion at Network Rail by clicking here.
Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you! About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance., The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution. As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partners with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that are helping to reshape the railway – we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool – it's the catalyst for progress, especially in an ever-demanding industry where change is a constant. Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded. You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years!