Head of Network Operations

What you’ll be doing:

Leadership & Strategy

• Lead and develop the Network Operations team, fostering a high-performance culture across Tier 1, Tier 2, and Tier 3 support levels.
• Define and execute the operational strategy for network services, aligned with Capita’s broader technology and business goals.
• Drive continuous improvement initiatives, including automation, monitoring, and proactive incident management.

Operational Excellence

• Oversee 24/7 network operations, ensuring high availability, performance, and security of all network services.
• Manage major incidents and escalations, ensuring timely resolution and effective communication with stakeholders.
• Own the operational KPIs and SLAs, ensuring compliance and reporting against agreed metrics.
• Collaboration & Stakeholder Engagement
• Work closely with Design, Delivery, and Security teams to ensure seamless integration and transition of network solutions.
• Partner with business units to understand requirements and deliver scalable, secure, and cost-effective network solutions.
• Engage with vendors and service providers to manage contracts, performance, and service delivery.

Risk & Compliance

• Ensure network operations adhere to regulatory, security, and compliance standards.
• Lead risk assessments and mitigation strategies for network infrastructure and services.
• Budget & Resource Management
• Manage operational budgets, including forecasting, costs, and resource planning.
• Support workforce planning, including shift patterns and allowances to ensure coverage and retention.

What we are looking for:

• Proven experience in leading large-scale network operations in a complex, multi-site environment.
• Strong technical background in enterprise networking (Cisco, Juniper, SD-WAN, cloud networking).
• Experience managing 24/7 operations and shift-based teams.
• Excellent leadership, communication, and stakeholder management skills.
• Strong understanding of ITIL, incident/problem/change management processes.
• Experience with network monitoring and automation tools.
• Ability to manage budgets and vendor relationships effectively.

Desirable Qualifications:

• CCNP/CCIE or equivalent certifications.
• ITIL Foundation or higher.
• Experience in service provider or managed services environments.
• Familiarity with cloud platforms (Azure, AWS) and hybrid networking models.

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.

Operating across 8 countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.

We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.

Check out our website www.capita.com for more information

What’s in it for you?

• 23 days’ annual leave rising to 27 days holiday in time with the opportunity to buy extra leave
• 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 reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.