Head of Infrastructure & Service Operations

Lead the Technology Infrastructure That Powers Our Business We're looking for an experienced Head of Infrastructure & Service Operations to lead the strategy, performance, and continuous improvement of our IT infrastructure and operational services. This is a critical leadership role responsible for ensuring the reliability, security, scalability, and performance of business-critical technology platforms and applications. You will oversee cloud and on-premises infrastructure, service operations, vendor relationships, and disaster recovery capabilities, ensuring key client and operational systems remain available and resilient around the clock.

If you thrive in balancing operational excellence, strategic planning, and technology transformation, this is an exciting opportunity to shape the future of our technology estate. About the Role As Head of Infrastructure & Service Operations, you will own the infrastructure and service operations function, ensuring systems supporting case management, finance, client services, and wider business operations deliver exceptional performance and reliability. Working closely with the CTO and senior stakeholders, you will develop an infrastructure strategy that supports business growth while maintaining robust security, resilience, and cost efficiency.

What you will do?

- Define and deliver the organisation's operational infrastructure & service strategy across cloud, network, security, and on-premises environments.

- Manage and optimise Microsoft Azure and hybrid cloud platforms to ensure scalability, resilience, and performance.

- Own service operations, including incident management, change control, monitoring, service reporting, and capacity planning.

- Establish and manage service level agreements (SLAs) for business-critical systems, ensuring high availability and operational excellence.

- Lead infrastructure and operational vendor management, including cloud providers, managed service partners, and technology suppliers.

- Drive automation and operational efficiency through Infrastructure as Code (IaC), containerisation, and modern cloud management practices.

- Deliver infrastructure cost optimisation initiatives while maintaining service quality and security standards.

- Oversee disaster recovery and business continuity arrangements, ensuring regular testing and continuous improvement.

- Ensure infrastructure services meet the demands of regulated environments and support future organisational growth.

- Build and develop a high-performing infrastructure and service operations team.

Who you are

Essential Skills & Experience

- Significant experience leading IT infrastructure and service operations functions, including senior leadership experience within a Head of Department or Director-level role.

- Deep technical expertise in Microsoft Azure and hybrid cloud environments.

- Proven experience managing infrastructure within highly regulated organisations where uptime, resilience, and security are critical.

- Strong knowledge of IT service management principles, including incident, problem, change, and capacity management.

- Experience managing complex supplier and vendor relationships with strong commercial awareness.

- Demonstrated success in cloud cost optimisation and infrastructure efficiency programmes.

- Ability to balance operational reliability, cyber security requirements, and budget considerations.

- Strong leadership and stakeholder management skills with the ability to influence at all levels of the business.

Desirable Skills & Experience

- Experience within, or knowledge of, regulated industries.

- Knowledge of ITIL, Azure architecture frameworks, and infrastructure governance best practices.

- Experience implementing Infrastructure as Code, DevOps, automation, and container-based technologies.

- Relevant certifications such as ITIL or equivalent.

- Experience leading technology modernisation or cloud transformation programmes.

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