Join our Service Operations team at Hillview House Newtownabbey as a Shift Lead and play a key role in delivering exceptional customer experience, strong operational governance, and high performing service delivery across a 24/7 environment.
Job title:
Network Operations Centre Shift Lead
Job Description:
We’re looking for a confident service leader who can guide a team, manage stakeholders, and maintain service stability during fast‑paced operational activity and major incidents.
What We’re Looking For
- Experience leading service-focused technical or operational teams.
- Strong stakeholder management and escalation handling skills.
- Ability to balance major incident leadership with BAU service oversight.
- Excellent written and verbal communication with a customer-first mindset.
- Strong understanding of ITIL environments and SLA-driven service delivery.
- High attention to detail and ability to stay calm under pressure.
- Eligible for Security Clearance (SC minimum; NPPV3 preferred).
As a Shift Lead, you will provide frontline leadership to ensure customers receive a consistently high-quality service. You’ll oversee shift performance, act as an escalation point, support your team’s development, and lead structured communication during incidents. Your focus will be on service outcomes, customer communication, operational excellence, and continuous improvement — not just technical resolution.
What You’ll Be Doing
Delivery & Customer Experience
- Act as the primary contact for customer issues, ensuring high‑quality, timely communication.
- Oversee incident and request handling to ensure SLA adherence and clear, accurate updates.
- Coordinate with field teams and third parties to maintain seamless service delivery.
- Ensure incident records and customer updates meet professional, service‑led standards.
- Support and contribute to root cause analysis and ongoing service improvement.
Shift Leadership
- Lead, support, and guide the shift team, ensuring consistent execution and service focus.
- Allocate work effectively and maintain operational visibility across the shift.
- Provide coaching, feedback, and in-the-moment mentoring to build team capability.
- Ensure smooth shift handovers with complete, actionable information.
- Foster a culture of accountability, collaboration, and customer‑first behaviour.
Stakeholder & Incident Management
- Lead communication and coordination during major incidents.
- Work closely with senior managers, service teams, and suppliers to ensure timely resolution.
- Facilitate structured incident calls and ensure stakeholder alignment.
- Identify and drive improvements in processes, monitoring, and ways of working.
Join Capita – Where Innovation Meets Opportunity
Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognised organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors - government, healthcare, education, and finance - offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion.
We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you. Check out our website www.capita.com
What's in it for you?
- A salary of upto £37,000 per annum DOE along with an attractive 30% shift allowance
- Extensive training opportunities to support technical and professional development
- Opportunities for career progression within Network Engineering and Technology Operations
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- Free parking onsite at Hillview House
- company matched pension, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
- volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office
- access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
- opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career
Unlock Your Potential with Capita
At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.
Join us and discover a career with purpose. #CareersWithPurpose
Customer first, always Fearless innovation✅ Achieve together Everyone is valued
What we hope you’ll do next:
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email [email protected] and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Location:
Belfast
,
United Kingdom
Time Type:
Full time
Contract Type:
Permanent
