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Infrastructure Operations Leader

2 months ago

Bristol, United Kingdom Vocative Consulting Full time
Position Overview:

As an Infrastructure Operations Leader, you will play a pivotal role in overseeing the Network and Digital Platform Teams within our esteemed organization. This position is crucial for the successful implementation of innovative IT capabilities across the enterprise.

Your primary responsibility will be to guarantee the seamless and effective functioning of the Networking, Platforms, and Server teams, ensuring compliance with all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

This role entails providing strategic leadership and guidance over IT Infrastructure, both on-premises and in cloud environments, with a focus on delivering exceptional customer-centric services and high-quality IT solutions.

Key Responsibilities:

In this capacity, you will:

  • Deliver operational leadership and strategic direction for Digital Platforms and Networks, articulating the function's strategy, vision, and roadmap to stakeholders across the IT Department and the broader organization.
  • Lead initiatives aimed at optimizing IT service delivery processes, leveraging ITIL best practices to identify and implement areas for improvement.
  • Drive the transformation of Datacentre and Cloud Infrastructures, simplifying the environment while integrating cutting-edge technologies to enhance service delivery for end users.
  • Proactively manage performance metrics to ensure KPI targets are achieved, fostering a culture of service excellence with a strong emphasis on customer satisfaction.
Additional Responsibilities:

Other key aspects of your role will include:

  • Collaborating with key suppliers to deliver essential services and support, ensuring optimal operation of the IT Infrastructure.
  • Establishing and testing business continuity plans and recovery processes for Infrastructure platforms.
  • Monitoring IT Services and performing proactive maintenance to avert service disruptions.
  • Creating a skills matrix to inform the training plan for current and emerging technologies.
  • Overseeing the Emergency Response Team (EMT) service, including out-of-hours service provision with external partners.
  • Managing relationships with senior stakeholders and external partners, ensuring accurate reporting on progress and effectively escalating risks and issues.
Qualifications:

The ideal candidate will possess:

  • Extensive experience in managing Infrastructure teams and technologies within an ITIL-focused support environment.
  • A strategic mindset, with a commitment to aligning and executing an IT Service Platforms Strategy.
  • A customer-centric approach, demonstrated through initiatives aimed at enhancing the customer journey and user experience.
  • Exceptional verbal and written communication skills, with the ability to cultivate and maintain strong relationships with stakeholders at all levels.
  • Proficiency in IT Service Management frameworks, particularly ITIL, with a focus on optimizing service delivery processes.
  • Capability to develop and implement strategies for service improvement, aligning with organizational goals and industry standards.
  • Strong analytical skills to define and drive SLAs, KPIs, and other metrics for measuring service efficiency and effectiveness.
  • Experience in leading and motivating teams, including recruitment, development, and performance management.
  • Expertise in developing innovative solutions to address complex technical challenges and critical incidents.
  • Robust technical knowledge across various IT disciplines.
  • Excellent problem-solving and strategic-thinking abilities, along with strong planning and organizational skills.