Head of Managed Infrastructure Services

Location: UK - Nottingham Job-ID: 217702 Contract type: Standard Business Unit: Information Technology

Life on the team

Job Title -Head of Managed Infrastructure Services

Reporting Line:UK Operations Director

Location: Nottingham/ NE England

Travel Requirement: Significant and sustained on-site presence required at customer locationswithinNorth West Englandfor the first two years of the contract including extended periods on customer premises to support transition stabilisation and addition to this you will be expected to travel to Computacenter Offices.

Security Clearance: SC Cleared (mandatory)

What youll do

This is a senior highly accountable leadership position with fullend-to-end ownership of a strategicManaged Infrastructure role is responsible for overseeing the operational end to end infrastructure service for our customers. The role works alongside and coordinates technical delivery teams and business stakeholders to ensure successful delivery of our services through value driven processes efficient ways of working and operational excellence. The role also plays a part in governing and assuring solutions for the deliver function

The post-holder holds single-point accountability forOperationalservice performance financial outcomes readiness and customer satisfaction. A critical component of the role is overseeing the design transition and formal service acceptance into the Future Mode of Operation (FMO) ensuring the service is scalable secure compliant and aligned to both customer and Computacenter strategic objectives.

Key Responsibilities

Operational Transition & Migration Leadership

• Initiallyworking closely with the transition and transformation teamprovide senioroperationalleadership andsupportgovernance for the migration of the Managed Infrastructure Service from the incumbent supplier(s)into Computacenter ensuring minimal service disruption and controlled operational risk.
• Own and approve transition strategies mobilisation plans knowledge transfer activities service cut-over approaches and early-life support models. Act as the senior escalation authority for allOperationaltransition-related issues and ensure all contractual regulatory security and compliance obligations are metforInfrastructure servicesthroughout the transition period.
• Ownership ofapprovedchanges to Service and additionalproject activity that arises within this remit

Design & Service Acceptance

• Oversee the design validation and implementation of the Future Mode of Operation ensuring that people processes tooling governance suppliers and documentation are fit for purpose. Lead formal service acceptance into Business-as-Usual(BAU)operations ensuring operational readiness is demonstrably achieved and formally signed off.

Operational Ownership & Accountability

• Hold full accountability forday-to-day and long-termOperationalservice performance including SLA and KPI achievement service stability customer satisfaction and continual improvement.
• Act as the ultimate escalationoperationalservice issues ensuring rapid resolution root cause analysis andpreventative action.
• Ensure services are delivered in line with contractual commitments and that any service gaps are clearly understood owned and governed across the organisation.
• Work closely with 3rdparty providers to ensure that their contractual obligations are met.
• Working alongside Service Leads and the wider digital operations teams to identify solution and implement improvements to the service and customer experience driving value to both the Customer and Computacenter.

Financial Management

• Own Profit & Loss accountability for theallocatedManaged Infrastructure Service including forecasting budget managementandcost control.
• Ensure services operate within agreed revenue and resource models including adherence totime recording (SmartTrax)and financial governance processes.
• Lead or support commercial due diligence for change growth and additional service opportunities.

Stakeholder & Customer Leadership

• Act as the senior operational interface for customer executives directors and senior stakeholders.
• Work alongside Delivery leadershiptake part inexecutive-level service reviews clearly articulating performance risks financial position and service improvement plans.
• Build and maintain trusted relationships with customers internal leadership teams and third-party suppliers& partners.

People Leadership & Capability Development

• Provide strategic leadership to operational managers andengineersacross multiple infrastructure service towers.
• Set clear performance standards and lead regular one-to-ones performance reviews talent management and succession planning.
• Coach and mentor senior managers driving accountability engagement and a high-performance culture.
• Lead and embed organisational change initiatives across people process and technology.
• Where appropriate manage the on boarding of Staff from customer environment into Computacenter including TUPE.
• During the FMO migration there will also be a requirement todevelopunderstand and migrateto a new operating model which could include the relocation recruitment and removalof staff.

Governance Risk & Continuous Improvement

• Establish and maintain robust operational governance assurance and reporting frameworks. Identify manage and mitigate operational commercial and delivery risks.
• Ensure high-quality portfolio and project-level reporting across scope cost schedule dependencies risks and issues.
• Drive continuous improvement initiatives to increase service efficiency resilience and maturity.

Key Performance Indicators

• Successful and controlled migration from the incumbent supplier into Computacenter
• Timely and effective service acceptance into the Future Mode of Operation
• Sustained achievement of SLA KPI and customer satisfaction targets
• Services operating within agreed financial and commercial parameters
• Reduction in senior-level escalations and service instability
• Ensure that Target P&L is met
• Demonstrable improvements in operational efficiency and service maturity

What youll need

Essential:

• Senior leadership experience within managed infrastructure or IT service environments
• Proven experience leading large-scale service transitions including incumbent supplier exit
• Strong commercial acumen with demonstrable P&L ownership
• Experience operating at executive and director level with customers
• ITIL v3 or v4 Foundation (or higher)
• Strong understanding of IT infrastructure service operations and governance
• Ability to operate effectively in complex high-risk and secure environments
• SC Clearance

Desirable:

• Experience designing and implementing Operating Models
• Experience working in regulated or defence-related environments
• Advanced Microsoft Office365 and Teamsskills

About us

Computacenter is a leading independent provider of IT infrastructure services with about 20000 employees worldwide. We work at the heart of digitisation advising organisations on IT strategy implementing the most appropriate technology and managing our customers infrastructures.

We offer a friendly open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community

Were growing. Were hiring. We encourage. We empower. We support.
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