NATS is the UKs leading air navigation service provider, handling over 2 million flights each year and we would like you to be part of the team. We provide air traffic control services from two control centres and 14 airports in the UK, as well as a wide range of commercial solutions to over 30 countries internationally.
We are passionate about being an equal opportunities employer. We appreciate and value the diverse and inclusive environment we work in, having employees with a wide range of skills, knowledge and innovation makes us the industry leaders we are.

We have a great opportunity for a talented individual to join us, as a Technical Contract Support Manager within the new Platform Support Group. The main purpose of this role is to provide Service Level and Contract management expertise to support the NATS' IT services for Air Traffic Management (ATM) provided by internal and external suppliers to delivery integrated consumer services to NATS' air traffic control users and external business customers, ensuring that Service Level Management is effective throughout the service lifecycle and continual service improvement is applied.

Responsibilities Include:

Application of SLA, OLA and contract management within a safety-related operating environment to assigned/escalated Incidents, prioritising, diagnosing and resolving them. Gaining, holding and maintaining the knowledge necessary to maintain effective SLA and OLA management for highly available servicesThe NATS customer relationship for all NATS consumer Air Traffic Control Units and supporting functions.Acting as the internal customer for supporting functions supporting the service operation.Monitoring and undertaking Problem Management activities related to SLAs, OLAs and contracts.Definition of SLA, OLA and contract reporting for both customers and suppliers.Auditing to ensure service configuration processes and tools are applied so that service configuration records remain accurate, complete and current. Effective application of risk management processes to ensure that service levels are met and residual risks are recorded and communicated.The approval and confirmation of implementation of Platform Service Requests, and for assessment and confirming implementation of Changes against established SLA, OLA and external supplier contractsCreation, maintenance, approval and withdrawal of Knowledge products.The monitoring and management of the future demand placed on the Platform consumer services.

Qualifications & Skills

Minimum of an Honours degree in an Engineering or IT related discipline, or relevant experience.Works under general direction and within a clear framework of accountability. Has a demonstrable commitment to continuous professional development.Is aware of and discharges appropriate leadership and support.Effective oral, written communication and interpersonal skills,Ability to work calmly, systematically and analytically.Ability to analyse complex technical data in a complex operating environment.Proven ability to interpret and communicate technical information into business language and vice versa.Experience of working in service oriented environment with both customers and suppliers in a complex, highly available technical service offeringA good knowledge of ITIL Service Lifecycle Management practises.Financial management skills Ability to work in teams, take responsibility, delegate, plan and schedule.History of application of continuous service improvement processes.

UK Air Traffic Management is a safety critical environment, and part of Critical National Infrastructure, you will be required to pass and hold SC level UK Security Clearance.
NATS offers a range of benefits which includes 28 days leave, statutory leave and a contributory DC pension scheme.

Applications can be provided on paper or large print
NATS Talent Acquisition Team
4000 Parkway
Whiteley
PO15 7FL