IT Infrastructure & Operations Manager

Overview

The IT Infrastructure and Operations Manager leads the delivery, performance, and continuous improvement of IT services across the organisation.

This is a hands-on leadership role requiring strong technical expertise across infrastructure, cloud (Azure/M365/SaaS), networking, and end-user services. The role combines strategic oversight with day-to-day accountability for service performance, while providing technical leadership across the IT estate.

Working closely with the IT Director, the role supports the development and execution of the Infrastructure and Operations roadmap, ensuring services are secure, resilient, and aligned to business priorities within a project-driven construction environment.

As part of the IT Leadership Team, the role is responsible for driving service excellence, improving operational maturity, and ensuring internal teams and suppliers deliver reliable, high-quality, and cost-effective services.

Key Responsibilities

• Oversee IT operations, maintenance, and service performance.
• Ensure issues are effectively identified, tracked, and resolved.
• Lead service availability improvements and manage major outages.
• Develop, maintain, and test disaster recovery and continuity plans.
• Identify critical systems and prioritise risk mitigation.
• Ensure services meet agreed service levels.
• Resolve service delivery issues and drive improvements.
• Manage supplier performance against KPIs.
• Drive service improvements and handle escalations or disputes.
• Support contract negotiations and ensure alignment with business goals.
• Assess risk and lead implementation of changes.
• Plan and manage releases, including rollback and post-release review.
• Ensure compliance and control of IT assets.
• Oversee storage, backup, and data protection to maintain security and availability.
• Lead root cause analysis and implement preventative measures.
• Manage major incidents and reduce recurrence through trend analysis.
• Evaluate new technologies and assess organisational impact.
• Provide specialist technical guidance and support strategic decisions.

Key Skills & Experience required:

• Extensive Infrastructure and IT Operations background as demonstrated by practical experience
• Strong technical knowledge across networking (SD WAN), telephony (Teams), Cloud Infrastructure (Azure & M365, Teams / SharePoint and desktop technologies / applications.
• Previous experience running an “end to end”, multi-skilled IT Operations teams, able to create a sense of team, purpose and development.
• Previous experience partnering closely with Managed Service Providers, holding them to account and able to act as day to day single point of IT contact.
• Previous experience presenting to / creating materials for IT and business leaders.
• Demonstrable track record of on-going technical progression and championing a learning culture within the team acting as a technical mentor.
• Willingness to travel to business sites as required.
• Potential to be accepted for Security Clearance
• Can demonstrate ability to lead multiple relevant stakeholder groups to resolve operational incidents acting as the single IT point of contact.
• Track record of driving appropriate process adherence (e.g. ITIL methodologies / elements of)
• Accountable for ensuring compliance with key governance and processes such as SLAM.
• Experience operating in a change control and configuration management environment.