Network Operations Centre Shift Lead TLNT1_NI

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. Strong understanding of ITIL environments and SLA-driven service delivery. Eligible for Security Clearance (SC minimum; 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. What You’ll Be Doing Delivery & Customer Experience Act as the primary contact for customer issues, ensuring high-quality, timely communication. Coordinate with field teams and third parties to maintain seamless service delivery. 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. 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. 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. Check out our website 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. We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. 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 and we’ll get back to you.For more information about equal opportunities and process adjustments, please visit the Capita Careers website….