Purpose & Scope of the Role
As IT Infrastructure and Operations Manager, you will lead the EMEA IT Operations function and contribute to the wider global operations model alongside teams in North America and APAC. You will be responsible for the operational health of key platforms and services, acting as an escalation point for the Service Desk and working closely with colleagues across Network, Cloud/Datacentre, IT Security, Office 365 and other technical teams.
The role combines hands‑on operational leadership with service improvement, risk management and stakeholder engagement, ensuring IT services remain efficient, compliant and aligned to business priorities.
Your Impact in this position
You will help drive a more resilient and mature operating environment by improving service quality, strengthening operational controls and reducing manual effort through smarter processes and automation. You will lead, coach and develop team members, support audits and compliance activities, and ensure critical platforms are effectively managed across their full lifecycle.
Core Capabilities
- Service Performance & Operational Reporting: own service reporting and KPI tracking across incidents, requests, changes, patching, vulnerabilities, availability, capacity and backlog health, turning data into clear action.
- Platform Operations & Technical Oversight: provide leadership across Windows and Linux servers, Nasuni file services, enterprise print, software licensing and Intune, ensuring services are monitored, maintained and secure.
- Asset, Configuration & Change Management: keep ServiceNow records accurate and current, manage operational tasks and changes effectively, and ensure infrastructure dependencies and ownership are well understood.
- Resilience, Risk & Compliance: support business continuity, disaster recovery, operational risk management and audit readiness, including Cyber Essentials Plus and ISO 27001 activities.
- Leadership, Collaboration & Improvement: coach and support the team of 10, build strong relationships with stakeholders, and champion automation, documentation and continuous service improvement.
Skills, Qualifications & Experience
You will bring a degree in Computer Science or a related discipline, or equivalent experience, alongside supervisory experience managing IT staff and IT platforms. Knowledgeable in Microsoft Windows, Office 365, storage, IP subnetting and change management. Experience working in a large scale matrix organisation. Additional experience in Azure, VMware/Proxmox, Linux, Nasuni or ServiceNow highly desirable.
Working Environment
The position is based on a hybrid model, with office attendance expected in line with business needs and local arrangements. Being based near one of our offices in South of England would be preferred (Bristol, London, Reading, Slough) however we can consider other UK offices. Some flexibility is required, including occasional out-of-hours support for critical alerts or escalations. Remote and flexible working may be available depending on location and operational requirements.
In alignment with the Equality Act 2010, we will make reasonable adjustments to support candidates and employees requiring additional arrangements. This could include adaptations to work schedules, training approaches, or the physical workspace. Please inform us if you need any accommodations during the recruitment process or in your day‑to‑day role.
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