Navtech Radar

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Service Operations Manager

The position - Service Operations Manager - (in South Oxfordshire)

Navtech Radar is looking for a talented and experienced ITIL-qualified professional to organise and coordinate all parts of the company’s external-customer facing service operations. This is a key role in the Customer Services organisation, providing leadership to the 1st and 2nd Line Support teams that are supporting our bespoke software solutions (AdvanceGuard and ClearWay.
This role will be based in the Ardington office, but visits to customer locations, within the UK and abroad, will also be required.

Company overview - Navtech Radar 

Navtech Radar is a world-leading innovator, and multi-award-winning designer and manufacturer of commercially deployed radar solutions. Our ground-breaking technology is utilised by clients worldwide, across many industry sectors, from Perimeter Security Surveillance and Industrial Automation to Traffic Incident Detection on Smart Highways and as part of Intelligent Transport Systems (ITS).

As part of Halma plc, a FTSE 100 company, you will be joining a group of companies whose mission is to make the world cleaner, safer, and healthier.

Our work headquarters 

Our offices are nestled in the picturesque village of Ardington, South Oxfordshire, within an easy commute from areas of Reading, Swindon, Newbury and Oxford.

Our culture and benefits 

We help create the right environment for our dedicated staff by providing a flexible, fun, friendly, and family feel. We are dog friendly and enjoy family, friends and group events. We have plenty of free parking for our employees and provide you with options to join colleagues on lunchtime walks, biking and other pursuits. We care about our staff, in fact, our culture is developed by them, for them!

Key accountabilities

You will be joining us at an exciting time where we are rapidly expanding and continuing to provide excellent service to our customers. In order to ensure our continued ability to deliver on customer expectations you will help us to transform our team and service offering by establishing a 24x7x365 Service Operations Centre.

In addition to this you will also:

  • Provide Leadership, Management and Performance Management for members of the 1st and 2nd Line Support teams.
  • Develop and manage customer specific service improvement plans.
  • Manage call queues to ensure response and resolve SLA’s are achieved.
  • Ensure all processes are documented and implemented in line with ITIL best practice.
  • Assist with Service Transition of new customers, including acceptance into live service.
  • Ensure our customer asset register, working processes and other customer related documentation remains accurate and up to date.
  • Work with Product Management; propose service solutions relevant to our customers.
  • Actively use data and reports from multiple sources to continually improve customer experience. Continually share customer experience data across the business.
  • Work closely with the Sales, Marketing, Commercial and Project Delivery teams to drive the multi-channel selling and delivery propositions.

Knowledge Skills and Experience

  • Experienced ITIL manager, confident in representing us on major incident management and change management.
  • Good working knowledge of Microsoft technologies, particularly Windows 10 and Office365.
  • Ability to learn new technologies (radar) (don’t worry - we don’t expect you to know anything about radar when you start! Full training will be given but you should be open to learning new things and able to absorb this kind of information).
  • Knowledge of TOPdesk Service Management an advantage.
  • Proven 24 / 7 operations experience.
  • Ability to co-ordinate resources across the business and achieve results.
  • Ability to use data and reports from multiple sources.

Your competencies

  • An ambitious attitude with a strong drive to achieve high outcomes
  • Ability to influence key stakeholders across the business including at a senior level
  • Confident decision maker with clear problem-solving methodology
  • Strong communication and presentation skills
  • Excellent customer facing skills
  • Able to work under pressure and meet deadlines
  • Excellent organisations skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivated and able to take responsibility
  • Able to manage and prioritise tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks

Personal Qualities

  • Determined
  • Highly organised and methodical
  • Logical
  • Strong communication skills
  • Analytical
  • Detail-oriented
  • Self-directed / action-oriented
  • Proactive
  • Calm under pressure in a fast-paced environment
  • Problem-solving

security clearance

This role will require the successful candidate to undertake a security screening check.

Salary and benefits

Salary will be competitive based on this type of role within the Thames Valley.
Other benefits include a generous profit share bonus scheme, pension contributions and holiday loyalty scheme.

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