Team Lead Service Operations

TL;DR

Team Lead Service Operations (IT Network Telecommunication Incident Management): Lead service operations for network and telecommunication systems at Heathrow Airport, driving major incident response, incident management, and service delivery quality with an accent on 24/7 operational execution, SLA compliance, and technical bridge communications. Focus on coordinating resolver groups, managing ServiceNow tickets, and improving incident processes through root-cause analysis and post-incident reviews.

Location: London, United Kingdom (based on customer site, Heathrow Airport)

Company

hirify.global provides technology and communications that keep airports and airlines operating smoothly.

What you will do

• Lead technical response during major incidents: coordinate resources, act as primary contact on technical bridges, and drive resolution and root-cause analysis within SLA targets.
• Manage incident lifecycle: handle ServiceNow tickets, monitor progress for SLA/process compliance, and run breach reviews with mitigation actions.
• Provide line management for Smart Hands Engineers, including training, development, and performance reviews, and promote collaboration across on-site and global teams.
• Drive continuous improvement by identifying incident trends and contributing to post-incident reviews and process enhancements.
• Own communication and knowledge management: produce incident reports, maintain stakeholder relationships, and keep documentation accurate and up to date.

Requirements

• Minimum 3–5 years of experience in network, telecommunications, or systems support environments.
• Proven experience delivering services to external customers under agreed SLAs.
• Demonstrated leadership capability with experience managing or influencing teams (direct or matrix managed).
• Must have ITSM & NMS tool proficiency (ServiceNow and SMARTS) and strong knowledge of SLA management and escalation processes.
• Must be able to work a 24/7 shift pattern (nights, weekends, public holidays) and cover vacancies/sickness/annual leave as required.
• Must be able to pass an aviation security check and UK Government criminal record checks.

Nice to have

• Experience in the aviation sector (airport or airline) or comparable transport environment.
• Business analysis, crisis management, resource management, and service management process experience.
• Intermediate vendor/technology certifications (e.g., CCNA/CCNP) and ITIL Foundation v4 certification.

Culture & Benefits

• Flex Week: work from home up to 2 days/week (depending on team needs).
• Flex Day: adjust the workday to fit personal plans.
• Flex-Location: up to 30 days/year to work from any location in the world.
• Employee Assistance Program (EAP) for you and dependents, 24/7.
• Professional development via learning platforms and programs aligned to development plans.
• Competitive benefits based on local market and employment status.

Hiring process

• Interviews to assess incident management, leadership, and customer/SLA delivery experience.
• Security and criminal record checks as part of the onboarding process.