Duty Manager

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

Reporting to the Operational Delivery Manager, the successful Duty Manger is required to ensure the quality and progression of all incidents, particularly focused on Outages and high priority incidents, keeping KPI performance high and cost penalties low. This role is to work Shifts, 4 on 4 off Days then 4 on 4 off Nights based from our office in Canning Town, E16 4TL.

What you’ll do

• Provide support to internal and external within agreed service levels.
• Ability to lead, motivate and support engineers, driving performance, accountability and high standards of service delivery.
• Lead, motivate and support engineers, driving performance, accountability and high standards of service delivery.
• Participation, through effective team working, in meeting business performance targets, thereby contributing to the achievement of the overall business objectives and critical success factors
• Ensure all audits of resolved incidents are carried out.
• Ensure that the incident record is kept up to date throughout the incident lifecycle.
• Responsible for all incidents within the incident management solution.
• Identify capability issues with any Shift Engineer and escalate as appropriate.

Who you are

As the Duty Manager ideally, you will have experience within rail, transport, communications, CCTV, public address systems, passenger information systems or other critical infrastructure environments. Above all, you are a strong leader who can motivate teams, drive performance and maintain high standards of safety, service delivery and customer satisfaction.

Key Requirements

• ITIL Foundation V4
• Proven experience managing and developing engineering or maintenance teams within a customer-focused operational environment.
• Experience of delivering against KPIs/SLAs
• Experience within rail, transport, communications, CCTV, public address systems, passenger information systems or similar critical infrastructure environments is desirable.
• To work day and night shifts - 4 days on 4 days off, 4 nights on 4 nights off
• Full UK Driving Licence

What we offer

At Telent, we’re committed to creating an inclusive culture where everyone feels valued, supported, and able to thrive. We welcome applicants from all backgrounds and encourage diverse perspectives across our teams.

The additional benefits with this role

• 25 shifts holiday and the option to buy or sell days annually
• BEN 1 Vehicle or Car Allowance
• Company pension scheme
• A range of family friendly policies
• Occupational health support and wellbeing Portal
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme

We are guided by our values and behaviours

Be Inclusive

Take Responsibility

Collaborate

Be Customer-focussed

Join us and help deliver critical infrastructure projects that make a real difference.

It’s an exceptional time to be a part of M Group.

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