Service Delivery Engineer; Voice Comms

NATS is the UK's leading air navigation service provider, handling over 2.4 million flights each year. We provide air traffic control services from two control centres and at airports around the UK. We also provide a wide range of commercial products and solutions internationally. Our people are at the heart of our purpose to advance aviation and keep the skies safe.

Salary: £62,278.99 - £83,038.85

Closing Date: 26th December 2025

Purpose of the Job: The main purpose of this role is to provide specialist system and application expertise to support NATS' engineering and IT services for Air Traffic Management. This includes ensuring service resilience throughout the service lifecycle and applying continual service improvement. The role also focuses on the day-to-day and strategic administration, maintenance of delegated systems and supporting project activities as required.

This role will be working in the Voice Comms Team.

• Maintenance:
  Responsible for planning and executing administration, maintenance, and service support of designated systems/applications.
• Incident Management:
  Apply domain expert knowledge to assigned/escalated incidents, prioritizing, diagnosing, resolving and recording them using agreed procedures to restore service resilience.
• Problem Management:
  Analyse service events and Incidents to initiate and undertake Problem Management activities to continuously improve service provision and deliver a 'predict and prevent' method of operations.
• Competency Maintenance:
  Gain, hold, and maintain the competencies necessary to control and configure systems/applications, enabling the restoration of technical services, deploy planned changes and carry out planned maintenance.
• Service Configuration:
  Ensure relevant processes and tools are applied so that service configuration records remain accurate, complete, and current.
• Document Management:
  Produce, review, and amend engineering instructions. Maintain configuration records for hardware, software, and adaptation for Service Support Systems.
• Service Asset Management:
  Manage service assets to ensure they are in a known state and in the correct location for use, ensuring the correct technical services are provided at the required service levels.
• Safety Culture:
  Be an advocate for Safety Culture, promoting and advancing best practice, challenging poor behaviours, and ensuring personal health & safety (H&S) by adhering to H&S procedures.
• Training:
  Provide on-the-job training (OJT) for other colleagues this could be practical application of training or could be via an OJT plan, we would expect this role holder to be an OJTI or working towards it.
• Duty Engineer Role:
  Includes responsibilities for the Duty Engineer role (Be the first point of contact for service resolution - To initiate and progress actions to rectify issues relating to service availability or deliverability) and supporting the implementation of Contingency.
• Project Work:
  Support project requirements and activities.
• Supplier Engagement:
  Engage with suppliers when required to resolve service incidents and problems.

• On Call:
  These posts are liable for on-call as part of the 24 hour support organisation. There may be the need to provide telephone support or attend out of hours for service restoration, or to deploy service changes in line with the defined procedures.
• Environments:
  Operates across multiple NATS environments, including Production, Pre-production, Training, Simulation, and TADs.
• Operates:
  This post will operate within a Service Support Group.

• Qualifications
  :
  Professional engineering qualification to Higher National Certificate (Level 4 or SQF Level
  7) as a minimum Electronics, Telecommunications or Computer Science or other relevant Engineering discipline.
• Alternative Criteria
  :
  • Relevant lower-level engineering qualifications such as an Apprenticeship coupled with demonstrable engineering experience in a relevant field (May include but not limited to: Military, Rail, other Safety Critical environment).
  • Evidence of substantial experience gained in a relevant transferable environment (such as ATSEP) gained over a…