Head of Infrastructure Operations

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 role

Job 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 activities

What 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 scale
• Must possess or be eligible for SC Clearance
• Must be prepared for some antisocial working hours if required
• Leadership
• Experience in managing a team >100

About Capita Technology and Software Solutions (TSS)

Capita Technology and Software Solutions (TSS) is a newly formed global shared service, responsible for delivering innovation and digital transformation for Capita's businesses and clients. We work collaboratively with Capita's divisions to shape the right digital technology solutions to help clients work differently, engage differently, sell differently and to be resilient to whatever next comes their way. We create innovative technology and software solutions for Capita's clients and businesses while ensuring secure, resilient and predictable service delivery. TSS brings together colleagues from across Capita into a single function to deliver world-class technology and software solutions for Capita's businesses and clients.

What's in it for you?

• Opportunity to progress your career
• 23 days annual leave (rising to 27 days with time) with opportunity to buy more leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• Company matched pension, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave and plenty more

You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that.

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.