Senior Infrastructure Engineer

Role Overview

Own and lead day‑to‑day technology operations for the London office and support the wider UK & Ireland environment, ensuring a high‑quality end-user experience and reliable service delivery.

Key Responsibilities

• Act as the senior local escalation point for complex incidents, recurring issues, and high‑impact service disruptions, coordinating with regional, global, and third‑party teams.
• Drive continual service improvement by analyzing trends, identifying root causes, reducing repeat incidents, and implementing sustainable fixes, standards, and operational controls.
• Lead local technology projects and office initiatives, including upgrades, refreshes, re‑fits, deployments, and workplace technology enhancements.
• Represent the local business in EMEA and Global technology programs, providing site leadership, technical input, risk identification, and change coordination.
• Own asset, inventory, and lifecycle management processes for end‑user devices and workplace technology.
• Maintain and improve meeting room, event space, and collaboration technology readiness.
• Partner with business stakeholders and leadership to understand priorities, communicate plans and risks clearly.
• Support change, release, and operational readiness activities.
• Coach and guide peers, service partners, and less experienced engineers.
• Contribute to vendor and partner performance management.
• Communicate technical concepts clearly to audiences of all technical abilities.
• Own and manage ServiceNow support queues end‑to‑end, ensuring effective triage, prioritization, and workload distribution.
• Utilize data and performance insights to identify recurring issues and implement sustainable, long‑term fixes.
• Drive continuous reduction in incident resolution times, proactively identifying backlog, ageing tickets, and process bottlenecks.

Who You Will Work With

You will report to the TechOps Manager for London and serve as a senior technical partner to the local business. You will work closely with the wider technology teams across EMEA and Global functions, including headquarters in the Netherlands and partner teams in Global.

About You

We are looking for a Senior TechOps Engineer / Lead who combines deep hands‑on technical capability with operational leadership. In this role, you will act as the senior technical point of contact for the London office and broader UK & Ireland corporate environment, owning escalations, driving service improvements, and leading local technology initiatives.

Qualifications

• Bachelor’s degree in computer science, Engineering, or a related discipline, or equivalent practical experience.
• 5-8 years of progressive experience in IT support, workplace technology, infrastructure, or technical operations.
• Experience handling complex incidents and leading local initiatives or projects.
• Leadership: Must demonstrate ability to lead through influence, act as a senior escalation point, coordinate across teams, and mentor others.
• Service Management: Strong understanding of incident, problem, change, and service request management, with ITIL principles and continual service improvement.
• Project Delivery: Experience supporting or leading workplace technology projects, office moves, refreshes, upgrades, and operational readiness activities.
• End‑User Technology: Strong capability in diagnosing, troubleshooting, configuring, and deploying Windows laptops, macOS devices, iPhones, iPads, peripherals, and collaboration technologies.
• Workplace & A/V Technology: Practical experience supporting meeting room systems, video conferencing platforms, digital signage, and event space technology.
• Networking & Infrastructure: Good knowledge of enterprise networking and physical infrastructure.
• Operational Control: Experience managing asset inventory, stock control, lifecycle planning, standards compliance, and technical documentation such as runbooks and knowledge articles.
• Vendor & Stakeholder Management: Confident working with third‑party suppliers and internal stakeholders, holding partners accountable.
• Communication: Excellent written and verbal communication skills in English.
• Ways of Working: Structured, proactive, and highly organized, with strong analytical skills, sound judgement, and ability to manage competing priorities in a dynamic environment.

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