Network Operations Centre (IT) Manager

We’re seeking a Network Operations Centre (NOC) Manager to join the Commercial team and drive service excellence for our UK client base.

As the Network Operations Centre Manager, you will oversee our Cheltenham based support centre delivering 1st, 2nd, 3rd line and ad-hoc onsite support to customers across the UK.

Taking the direct report of the 1st Line Team Leader, 2nd Line Team Leader, 3rd Line Team Leader and IT Monitoring Analyst, you will have the key responsibility of managing, developing and enhancing our support offering.

Your responsibilities as a Network Operations Centre Manager will be...

• Deliver an ITIL aligned, best-in-class service at all times where customer service and communication is paramount
• Ensure that Network Operations Centre meets the various SLA’s for our contract clients
• Review ongoing progress of all team members to ensure continued technical development, clear career progression within the Company, and the consistent delivery of the highest standards of service to clients across all supported contractual obligation
• Continually review existing processes, procedures, and tooling for improvement opportunities
• Act as an escalation point for incidents, change and problem management, which may include dealing with the client directly, attending client meetings and intervening in helpdesk tasks to resolve problematic issues
• Review and set challenging, but achievable, KPI’s and Objectives as part of regular one-to-one meetings with all direct reports
• Create, develop, and present weekly, monthly, quarterly, and annual reports to clients and internal stakeholders as required
• Conduct face to face service review meetings with service sponsors and stakeholders as required
• Co-create and assist with tender responses and presentations as required
• Lead onboarding for new client wins
• Lead service contact for large IT Services clients, to include regular meetings with clients to review service quality and build strong client relationships
• Be involved with ISO audits, including ISO 27001, and BC/DR planning
• Identify areas of new opportunity within existing client accounts
• Create and lead an inspired #commercialbynature team
• Ensure compliance with Commercial’s HR, Recruitment and Payroll processes in regards to team management

About you

• Passion for delivering an exceptional IT service to our valued clients
• Significant experience of managing day-to-day operations of a busy Service Desk & Infrastructure support function
• Experience of working for a Managed Service Provider is essential
• Strong leadership skills for both office based and remote workers, including Personal Development Plans, KPI and objective Setting, and Talent Management
• An understanding, appreciation and demonstration of the importance of clear and transparent customer communication, both written and verbal, that can be tailored to all levels
• Strong technical understanding of on-premise solutions (Servers, Storage, Switching, Virtualisation) and Cloud based technologies
• Understanding of IT specific Service Desk practises (ITIL, CSI, PDCA etc)
• Ability to cope under pressure and prioritise workloads to meet pre-agreed deadlines
• Previous experience of building effective working relationships with clients
• Willingness to work within our Cheltenham Head Office 3 days per week.
• Experience of IT Service Management platforms such as ConnectWise would be an advantage

About us

We’re Commercial – a purpose-driven, people-first organisation that’s on an exciting journey to reach a £100m annual turnover and beyond. But what really defines us isn’t just the numbers – it’s the people, the culture we’ve built, and the innovative spirit that drives us forward.

As Business Transformation Specialists, we combine original thinking with practical expertise to improve the everyday experiences and outcomes for our clients. Our areas of specialism include Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities, and Workwear.

In August 2025, we proudly achieved Ecovadis Platinum status, placing us among the top 1% of companies assessed worldwide for sustainability.

We’re proud to be #commercialbynature – a team driven by values, sustainability, and continuous improvement.

And now is a particularly exciting time to join us. Our Commercial HQ is undergoing a full refurbishment – and you’ll be working in a brand new, state-of-the-art office space, purposefully designed to support creativity, collaboration, and wellbeing.

Our Benefits

We believe that people thrive when they feel truly valued and at Commercial, we make sure that happens every single day. When you join us, you’ll enjoy a desirable benefits package designed to support your personal and professional wellbeing, reward your hard work, and help you flourish in all areas of life. Here’s what you can look forward to:

• A base salary of up to £65,000 per annum
• An annual bonus scheme of £5,000, paid quarterly upon successful achievement of KPIs
• Hybrid working structure with the flexibility to work from home for part of the week
• Company car
• A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
• An enhanced family leave package to support you and your growing family
• Life Assurance, offering peace of mind with cover equivalent to four times your salary
• Access to health & wellbeing support – including 24/7 GP access, physiotherapy, and a confidential Employee Assistance Programme
• Free mortgage advice from leading broker Charles Cameron & Associates, available to you, your family, and friends
• Feel-good extras – including volunteering days, onsite parking at all four of our offices, free refreshments, an employee community platform to stay connected to like-minded colleagues, weekly company-wide Learning Days – a chance to share ideas, gain fresh insights, and explore a wide range of topics together, cycle-to-work and EV schemes, flexible working options, and much more!

Training and Development

At Commercial, we invest in our people, 86% of our Senior Managers and 80% of our Directors have been promoted within. Whether you're just starting out or looking to grow, your development journey is as unique as you are – and we’ll support you every step of the way by offering training and development opportunities for career growth.

Diversity & Inclusion

At Commercial, we believe our differences make us stronger. We are committed to creating a workplace where everyone feels seen, heard, and valued – no matter your background, belief, identity, or way of life.

We’re proud to stand beside one another through life’s ups, downs, and everything in between. Our Diversity & Inclusion initiatives – including support around menopause, neurodiversity, mental health, and more – are just one of the ways we look out for each other and celebrate what makes us unique.

We hire people, not checklists. So even if you don’t tick every box in the job description, we’d still love to hear from you. Your potential, passion and perspective might be exactly what we’re looking for!

We are an equal opportunity employer and welcome applications from all individuals, regardless of race, ethnicity, gender identity, age, religion, disability, sexual orientation, or socio-economic background.

To learn more about who we are, our values, and how we protect your personal data during the recruitment process, please visit our website and review our Job Applicant Privacy Policy https://commercial.co.uk/careers.