Head of Infrastructure Operations

4 weeks ago

London, Greater London, United Kingdom Capita Full time

Responsible for managing a technical team of Infrastructure Engineers provide managed services to our large customer base, across a wide range of infrastructure technologies and SLAs.

Help strengthen our Team as our Head of Infrastructure Operations.

Home based roleJob Description:

Responsible for managing a technical team of Infrastructure Engineers provide managed services to our large customer base, across a wide range of infrastructure technologies and SLAs.


What you'll be doing:

  • Key part of the Hosting leadership Team, providing leadership in a virtual capacity and direct people management capacity.
  • Successfully lead infrastructure Operations Team, driving a culture of service excellence and continuous improvement with the objective of delighting our customers.
  • Direct line management of Windows, UNIX & Storage Engineers and Architects, ensuring regular 1-2-1's are carried out where objectives are tracked and training & progression requirements are identified and actioned.
  • Accountable for providing high quality operational support services to the levels defined within the customer contracts, and maintaining the high availability of all customer critical services.
  • Provide operational sign off during the Cost & Solution review process, this includes attending the review sessions, and providing support and advice to the Bid Team.
  • Ensure resource levels, operational spend and cost recovery are monitored and working closely with the Finance Team.
  • Conduct regular team meetings with direct reports and wider team to ensure the team are kept abreast of changes, company updates and opportunities, and to obtain operational updates.
  • Act as a senior escalation point for high level escalations from the customer and internally.
  • Produce monthly management reporting to track SLA/KPI performance and call out the highs and lows for the month.
  • Accountable for any risks assigned to Infrastructure Operations, ensuring there is a plan to mitigate, and the relevant stakeholders are kept informed.
  • Accountable for the business continuity plan for infrastructure Operations.
  • Support and drive internal improvement initiatives to build a world class operations function.
Working closely with the Service Management & Lifecycle teams to provide support for customer issues, major incidents, escalations and service improvement activitiesWhat we're looking for:

  • This is a leadership role, so the ideal candidate will be someone who has extensive service and/or technical management and leadership experience and is able to draw upon this knowledge to deliver excellent customer service.
  • Experience leading large technical teams with a good understanding of infrastructure technologies (Windows, VMware, UNIX & on-prem cloud) in a service provider organisation.
  • Track record of successfully building, developing and leading high performing teams and a customer centric culture.
  • Experience of building excellent working relationships with Board Level Executives (SMT) and Directors/ Senior Management (customer and internal).
  • Worked in a sizeable, fast moving /complex, service led technical and commercial ITIL aligned environment preferably within the telecoms and network industry.
  • Outstanding personal organisational skills
  • Ability to rapidly build relationships with colleagues at all levels of the business.
  • Ability to persuade and influence organisationally through a variety of approaches and across all levels of the business.
  • Excellent verbal and written communications including presentation skills
  • Experience of cross functional working and the ability to demonstrate a collaborative approach, one team, with regarding to building key relationships across the business.
  • Experience of having led, defined and implemented a successful communications plan, communicating and celebrating team success.
  • Demonstrable knowledge of continuous improvement and process transformations with the IT industry, and experience of leading and delivering improvement programmes in similar companies.
  • Ability to challenge the norm and introduce new ways for working
  • Proven track record in meeting and surpassing targets.
  • Outstanding problem-solving skills
  • Must have significant understanding of UNIX, Windows, HyperV, VMware technologies
  • Must have experience of operating in a global organisation and at scal

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