Head of Infrastructure Operations

2 weeks ago

Bury, United Kingdom LGC Limited Full time

LGC’s 180 years of scientific heritage combined with a track record of innovation and value enhancing acquisitions has enabled it to build its product portfolio and expertise, and develop deep relationships with customers, industry partners and the global scientific community. Its products and services are delivered by highly qualified and experienced teams, operating from a global network of accredited sites that showcase its scientific and manufacturing capabilities.

LGC’s core purpose of Science for a Safer World and its core values of passion, curiosity, integrity, brilliance and respect, infuse its culture.

We are actively looking for individuals that are passionate about making a difference, and have an opportunity for a **Head of Infrastructure Operations** to join our team.

**Job Purpose**

The Head of Infrastructure Operations will be responsible for overseeing the delivery of the Infrastructure Operations services to LGC which will be almost exclusively delivered via an engagement with our strategic outsourced delivery provider.

The role will focus on ensuring that the outsourced services are delivered in-line with the respective contract(s) and that SLAs and KPIs are being met and, where required, appropriate improvement plans are in place. Ongoing, they will ensure they drive our strategic partner to evolve services by adoption of industrialised processes, tools and automation.

The Head of Infrastructure Operations role will also, with support from LGC Procurement, play the key role in negotiating new, or changes to existing, outsourced service contracts.

This is a key role within the IT organisation that is designed as a single contributor role that will have access to internal LGC IT resources via a matrix model for support needed in relation to technology, commercials, and business engagement.

***Key Responsibilities**
- Managing the delivery of operational services, via our strategic outsourced delivery partner, ensuring that contractual commitments are met
- Lead regular Service reviews with 3rd party service providers and with BU IT groups.
- Acts as a point of contact for service escalations and, as appropriate, ensures root cause analysis, lessons learnt and improvement plans are introduced and delivered
- Help to coordinate support from other LGC teams to troubleshoot complex technical operational delivery issues, this includes major Incidents & escalations
- Acts as a conduit between LGC IT teams and outsource delivery partner(s) to ensure that any changes to services are appropriately recognised in service contracts and that associated SLA and / or KPI measures are in place
- Detailed awareness of all commercials, SLAs & OLAs and under-pinning contracts that form part of relevant IT services
- Overall budget management for the services within scope
- Manage, in collaboration with the strategic partner, a portfolio of service improvements that show a consolidated and progressive agenda to industrialise services & processes
- Collaborate with peers and BU IT teams to understand future support needs and support roadmap
- Ensure new services are fully costed and manage transition into operational support

**Qualifications**

**Knowledge, Experience and Technical Skills**
- Highly experienced in managing outsource service providers to deliver services to meet contractual agreements.
- Demonstration of running infrastructure operations on a global level
- Able to identify when improvement plans are required and ensure that these are introduced with clearly defined and measurable objectives.
- Experience of managing service escalations and, as appropriate ensuring lessons learnt are identified and acted on.
- Good analytical expertise with the ability to dig into the meaning of service reports, root cause analysis documentation and interpret these against contractual commitments and identify improvement areas.
- Supplier and Vendor management experience, including defining requirements and ensuring documented Statement of Works meet the deliverables.
- Can-do attitude, focussed on meeting deadlines and high-quality deliverables.
- Able to function as single contributor, utilising resource as needed in a matrix from across the IT function and corporate support functions

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