Head of Network Operations (EV Charging)

Balfour Beatty

  • London
  • Permanent
  • Full-time
  • 6 hours ago
About the roleBalfour Beatty Investments (Urban Fox) has an exciting opportunity for a Head of Network Operations (EV Charging) to join our growing team.Base location can be flexible - some travel requiredWhat you'll be doingNetwork uptime & service operations
  • Establish and lead a 24x7 NOC/service desk (tiered support, SOPs, escalation playbooks) to deliver
contractual availability, MTTR and first-time-fix targets.
  • Implement remote monitoring/diagnostics, alerting and runbooks; drive proactive interventions to prevent repeat faults.
  • Build monthly KPI packs (by framework/region/OEM) with trends, RCA, actions and executive summaries for Boards/Authorities.
Field maintenance & supplier performance
  • Appoint, onboard and performance-manage maintenance partners and OEM field services with clear SLAs, safety standards and quality gates.
  • Set standards for preventive maintenance and spares strategy; optimise truck-rolls, geographies and response tiers.
  • Chair supplier QBRs; enforce corrective action plans and reliability roadmaps.
Commissioning & handover from Delivery
  • Define the commissioning checklist, data/configuration baselines and acceptance criteria for clean handover into Operations.
  • Assure site documentation (as-builts, asset registers, firmware/config baselines) and compliance with PAS 1899 accessibility and DNO/ICPs requirements.
Customer experience & incident management
  • Oversee high-quality driver support (payment, roaming, app/web); ensure timely, empathetic communications for incidents and planned outages.
  • Manage authority-facing service reviews and reporting; lead incident post-mortems and improvements.
Compliance, safety & risk
  • Ensure Zero Harm and legal/regulatory compliance (electrical, CDM where applicable, data/privacy).
  • Own operational risks; maintain BCP/DR for NOC operations and critical systems.
Data & continuous improvement
  • Build the data model and dashboards for operational decision-making (failure modes, OEM
comparators, region/channel performance).
  • Lead reliability engineering and continuous improvement programmes to lift availability, reduce cost-to-serve and improve driver/authority satisfaction.
People & culture
  • Recruit, coach and inspire a high-performing operations team; embed values-led, inclusive ways of working.
Enhancements Incorporated (Product, Technology & Commercial)
  • Collaborate with Product and CPMS teams to ensure smooth integration of hardware and software;
champion customer feedback loops for supportability.
  • Steer hardware/software roadmaps; lead CPMS UI/feature refresh programmes and configuration baselines.
Who we're looking forEssential skills & experience
  • Proven leadership of network/service operations in a CPO, utilities, telco or critical infrastructure environment, including NOC/service-desk set-up and supplier performance management.
  • Track record delivering availability/MTTR improvements through telemetry, SOPs and RCA; strong data literacy (dashboards, KPIs).
  • Experience managing multi-vendor ecosystems (EVSE OEMs, ICPs/iDNOs, maintenance partners) with contractual SLAs and QBRs.
  • Excellent stakeholder skills with local authorities and external partners; confident chairing service reviews and communicating incidents.
  • Robust safety mindset and working knowledge of relevant standards/regulations for EV charging operations; commitment to Zero Harm.
Desirable skills & experience
  • Familiarity with CPMS platforms (e.g., Monta, Fuuse, Clenergy, E-Connect) and open protocols (e.g, OCPP/OCPI).
  • Experience with UK on-street deployments and concession KPIs; understanding of PV/BESS integration in public charging environments
Why work for usDay in, day out, our teams deliver some of the UK's most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.About usAt Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit www.balfourbeatty.com/diversityandinclusionTo help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists.As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit: https://disabilityconfident.campaign.gov.uk/We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at: candidaterecruitmentqueries@balfourbeatty.com

Balfour Beatty