Head of Global Operations Infrastructure

Head of Global Operations, Infrastructure & Support

Location: London

Role Overview

Initially reporting to current Head of Global Infrastructure, Operations & Security during a transition period, the role will then be reporting directly to the Group Chief Technology Officer and join his leadership team.

This is a critical leadership role, managing and supporting the technical operational services enabling the business globally. The role is accountable for the strategy, delivery, and ongoing management of the company's global infrastructure ecosystem, including global delivery, management and support of all integrated global infrastructure, network and hosting (cloud and on-prem data centres), also End User services and support operations. This includes accountability of both business-as-usual IT service operations and delivery of key investment project portfolios and Change and Configuration Management. This role also has responsibility for Voice IP telephony systems.

Key Responsibilities:

• Management of global infrastructure hosting for all integrated entities, in cloud and data centres, currently in US, UK, EU, Asia, Pacific and Middle East. Design and drive the hosting strategy globally to support eh business needs as the business expands.
• Implement global Target Operating Model for Tech Services
• Develop and execute the global infrastructure and support strategy aligned with Howden Group business objectives.
• Drive modernisation, automation, and cloud transformation initiatives to improve agility, efficiency, and scalability. Establish and maintain a multi-year infrastructure roadmap addressing capacity, lifecycle management, and innovation.
• Deliver Service Desk and End User support services ensuring agreed service levels achieved
• Manage and maintain the Group CMDB and ensure on-going discovery and configuration of assets and configuration items
• Responsible for IT M&A pre-deal due diligence assessment and post-deal integration into Group on-net infrastructure and transition into operational support
• Provide leadership and direction for Regional Hub leaders representing business needs across all divisions
• Manage Incident and Major Incident management procedures compliant with regulatory requirements
• Ensure compliance with regulatory requirements (SOX/SEC, MAS, Dora, FCA etc)
• Manage Change and Configuration for a growing organisation currently 600 changes per month, over 2500 servers, 18,000 end users growing to 40,000 over the next 4 years
• Deliver an outsourced managed service model using resources on-shore, near-shore and off-shore as required and ensuring a service delivery which is scalable and cost effective while delivering the right level of quality to the business.
• Manage IP Voice Telephony solutions supporting call centres and end user needs, consolidating and standardising where possible
• Ensure compliance with Technical Resilience requirements including IT D/R strategy, planning and testing
• Delivery of the investment portfolio for Infrastructure and InfoSec projects and ad-hoc business projects, within the agreed capital expenditure budget of approximately £14m
• Managing delivery of the operational BAU services with an approximate budget of £22m
• Partner with cybersecurity, audit, and compliance teams to manage infrastructure risks, security controls, and remediation activities.

Qualifications and Experience:

• Degree in Information Technology, Computer Science, Engineering, or related field (MSC preferred).
• ITIL v4 certification required; PMP, CISSP, or equivalent credentials strongly preferred.
• Cloud certifications (AWS, Azure, or GCP) desirable.
• 15+ years in technology roles, with 5+ years in leadership​
• Track record of operating across complex international environment supporting a business across multiple Divisions / Regions / Countries
• Proven track record in regulated industries, preferably insurance or financial services​
• Strong technical thought leadership with excellent communication skills to drive forward change agenda with non-technical senior stakeholders
• Proven ability to establish relationships and partnerships with senior executives, divisional CEO/COO/CIOs
• Building and inspiring a high-performing IT technical services team. Leading talent acquisition, coaching, and career development initiatives, ensuring diversity, innovation, and technical excellence.
• Experience with Supplier Performance Management including Contract Management
• Track record of managing senior relationships with large global technology partners such as Microsoft, Cisco, Lenovo, Tanium, Nutanix, Netskope, Logic Monitor, Wasabi, Citrix etc
• Experience managing Network providers in multiple countries for example, Colt, Cogent, Lumen, Experio, Palo Alto.
• Track record of managing Outsourced Managed Service suppliers ensuring high quality reliable service delivery.
• Demonstrable record of execution and delivery in a complex multi business line / product environment
• Strong stakeholder management and influence​
• Deep knowledge of IT support and infrastructure​
• Resilient, inclusive leader with high integrity and accountability​
• Innovative continuous improvement mindset
• Financial planning and budget management for Opex and Capex expenditures, budget presentations and business engagement
• Commercial focused, ensuring that Technical Services are supporting the business delivery​
• Progressive thinker staying up to date with new technologies
• Strategic thinker with a pragmatic approach to execution.