Summary
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We are seeking an experienced and pragmatic IT leader to join our Corporate IT function as Head of IT Infrastructure and Application Support.
This role is accountable for the operational leadership and performance of the Corporate IT infrastructure and application estate, ensuring services are stable, secure, and reliable, and that they continue to meet the needs of the business.
You will lead the teams responsible for running live infrastructure and enterprise applications, embedding strong operational discipline and ensuring high-quality service delivery. Working closely with peer technology leaders, you will take ownership of services once delivered into BAU and ensure they are supported effectively throughout their lifecycle.
This is a senior leadership role requiring sound judgement, clear accountability, and the ability to lead confidently through operational challenges.
Key responsibilities include:
Infrastructure and Application Operations:
Lead the operation of Corporate IT infrastructure and applications, ensuring availability, performance, security, and resilience of live services
Own operational outcomes for the live estate, including service stability, incident impact, and user experience
Ensure appropriate maintenance, patching, lifecycle management, and technical debt reduction are planned and executed
Ensure the team maintains the skills, documentation, and operational maturity required to support a mix of commercial and open-source technologies used across the estate
Incident and Service Recovery Leadership:
Lead the operational response to major incidents and service degradation affecting infrastructure or applications
Ensure effective coordination, timely communication, and clear ownership throughout incident resolution
Drive sustainable fixes and learning following incidents, reducing the likelihood of recurrence
Service Transition and Support Readiness:
Take ownership of services transitioning into BAU support following delivery by IT Solutions or other teams
Ensure services meet agreed operational readiness standards prior to acceptance into support, including documentation, monitoring, access, security handover, and support capability
Work collaboratively with delivery teams to ensure smooth, low-risk transitions into live operation
Team Leadership and Capability:
Lead and develop managers and technical teams responsible for infrastructure, platforms, networks, and database services
Set clear expectations around accountability, ownership, and operational excellence
Regularly assess team capability and skills coverage to ensure the function is positioned to meet current and future operational needs
Build a culture of high performance, continuous improvement, and professional development
IT Support and Service Delivery:
Ensure infrastructure and application services are supported effectively for our client users
Work closely with Service Management to ensure support models, SLAs, and escalation paths are clear and effective
Act as a senior escalation point for complex or high-impact operational issues
Problem Management and Continuous Improvement:
Embed strong Problem Management practices across the function
Lead efforts to identify and address root causes of recurring incidents
Drive measurable improvements in service reliability, availability, and operational efficiency
Security, Risk, and Compliance:
Ensure infrastructure and application operations align with internal security policies and agreed compliance requirements
Partner with Information Security to implement controls that balance risk reduction with operational effectiveness
Proactively identify and manage operational risks, escalating material issues appropriately
Stakeholder Engagement:
Build effective working relationships across Corporate IT and the wider technology organisation
Confidently engage with senior stakeholders, translating operational issues into clear impacts, options, and recommendations
Contribute to wider technology planning and operational decision-making as part of the leadership team
Requirements
Significant experience in IT, with senior responsibility for infrastructure and application operations
Proven track record leading complex IT operations teams in live service environments
Strong understanding of IT service management principles and operational governance
Experience working across hybrid environments, including on-premises and cloud platforms
Confident decision-maker xqysrnh with the ability to lead effectively during high-pressure situations
Strong stakeholder management and communication skills
Experience working closely with security teams to embed security best practices into operational processes
Experience operating and supporting services built on a mix of commercial and open-source technologies, including building team capability where vendor support is limited or unavailable
Technical Knowledge
Sufficient technical depth to direct, challenge, and prioritise work across:
Microsoft Windows environments (Active Directory, DNS, DHCP, GPO, RDS)
Enterprise collaboration and productivity platforms (e.g. Mattermost, Atlassian, Microsoft Exchange)
Databases and data platforms, including SQL
Automation and configuration management tooling
Virtualisation and VDI technologies (VMware, Citrix)
Qualifications
Experience and demonstrated capability are valued most; however, the following are desirable:
ITIL 4 Managing Professional or ITIL 4 Strategic Leader
Microsoft Azure certification at Administrator or Solutions Architect level
Citrix Certified Professional (Virtualization) or demonstrable experience operating enterprise-scale VDI environments, including Azure Virtual Desktop
Site Reliability Engineering (SRE) certification or equivalent experience operating highly available services at scale
The above list of responsibilities is not exhaustive and may evolve in line with the needs of the organisation.