Manager, Network & NDR Engineering

Key Responsibilities

• Lead the day-to-day operation of the EU Network & NDR Engineering team, ensuring delivery commitments, service quality and customer expectations are consistently achieved. 
• Manage engineering capacity, prioritisation and resource allocation to ensure successful delivery of implementation projects, operational support activities and ongoing service commitments. 
• Ensure the Network & NDR Engineering team operates in accordance with agreed delivery standards, processes and ways of working, while supporting alignment with global engineering practices. 
• Act as an operational escalation point for service delivery, operational and customer-impacting issues, driving timely resolution and stakeholder communication. 
• Support major incident management and service restoration activities, ensuring appropriate coordination, communication and stakeholder engagement during high-priority service events. 
• Participate in management forums and collaborate with SOC, Project Management, Portfolio Management and other Engineering teams to support successful customer outcomes and service delivery improvements. 
• Drive continuous improvement initiatives, automation opportunities and operational efficiencies that enhance service quality, scalability and team effectiveness. 
• Provide effective line management, performance coaching and career development support for Engineers and Senior Engineers within the team, fostering engagement, accountability and continuous improvement. 
• Support the development of engineering capability within the team through coaching, mentoring, knowledge sharing and training initiatives. 
• Work closely with Engineers and technical subject matter experts to ensure engineering activities are appropriately prioritised, planned and executed while maintaining technical quality and delivery standards. 
• Support service improvement initiatives, platform enhancements and the adoption of new capabilities that improve customer outcomes, operational effectiveness and service quality. 
• Support recruitment, onboarding and retention activities to ensure the Network & NDR Engineering team maintains the capacity and capability required to meet current and future business needs. 
• Contribute to workforce planning, forecasting and utilisation activities to ensure resources are aligned to current demand, future growth and contractual commitments. 
• Monitor team performance against agreed KPIs and operational objectives, identifying risks, trends and improvement opportunities and escalating where appropriate. 
• Be a member of an out-of-hours call rota. 
• The responsibilities outlined in this job description are not exhaustive. The role holder may be required to undertake other duties reasonably requested by management from time to time, commensurate with the level of the role. Colleagues are also expected to develop cross-functional knowledge and capabilities, including undertaking training in other technologies, systems and skills, to support business needs and continuous development. 

Skills, Knowledge & Expertise

• Experience leading operational, engineering, service delivery or technical teams. 
• Experience managing technical professionals and supporting career development. 
• Strong people leadership, coaching and performance management skills. 
• Strong operational management, workload planning and prioritisation skills. 
• Experience working in a managed services, consulting or customer-facing delivery environment. 
• Strong stakeholder management and communication skills. 
• Ability to balance customer requirements, business priorities and team capacity. 
• Strong problem-solving, decision-making and risk-management capabilities. 
• Experience working with geographically distributed teams and stakeholders.