Infrastructure Delivery Head

The Customer Infrastructure Delivery Head is accountable for end-to-end customer infrastructure delivery, program governance, and operational excellence for UK-based clients.

This role blends delivery leadership, PMO discipline, and customer-facing governance, ensuring infrastructure services and transformation programs are delivered on-time, within budget, and to agreed quality standards.

Key Responsibilities

• Own holistic delivery across infrastructure towers for assigned UK customers.
• Act as the single accountable owner for delivery assurance, escalations, and outcomes.
• Build executive-level relationships with customer CIOs, Heads of IT, and Transformation Leads.
• Establish and govern strong PMO practices across infrastructure delivery.

Apply PMP/PMO frameworks to:

• Program planning and execution
• Dependency and risk management
• Schedule, cost, and scope control
• Chair program governance forums, steering committees, and executive reviews.
• Ensure disciplined reporting of milestones, risks, benefits, and financials.
• Data Centre & Hybrid Hosting
• Cloud Platforms (Azure/AWS/GCP)
• Network & Connectivity (LAN/WAN/SD-WAN)
• End User Computing & Workplace Services
• Identity, Access & Infrastructure Security
• Backup, DR, and Business Continuity
• Ensure ITIL-aligned service delivery and operational governance.
• Own SLAs, OLAs, KPIs, and customer experience metrics.
• Drive continual service improvement (CSI) initiatives.

Lead large-scale infrastructure modernization and transformation programs, including:

• Data centre exit strategies
• Cloud adoption and migration
• Workplace modernization
• Balance change delivery with business-as-usual stability.
• Financial, Commercial & Risk Management
• Own infrastructure delivery budgets and financial forecasting.
• Apply project financial governance aligned to PMO best practices.
• Lead risk management and mitigation planning across programs and operations.
• Leadership & Multi-Vendor Management
• Lead delivery managers, program managers, architects, and operations teams.
• Govern vendor and supplier delivery against contractual and performance commitments.
• Build high-performing teams with strong delivery accountability.
• UK regulatory and contractual obligations
• Internal audit, ISO, and security controls

Mandatory

• Proven leadership in enterprise infrastructure delivery and transformation
• Strong customer-facing delivery governance experience in the UK market
• Demonstrated experience running PMO-led programs and managed services
• Excellent escalation management and stakeholder communication skills

Technical & Domain Knowledge

• Infrastructure towers: Data Centre, Cloud, Network, Workplace, Security
• Microsoft ecosystem (M365, Azure, Active Directory - preferred)
• Strong understanding of managed services and transformation delivery models
• ITIL-based service management expertise

Certifications (Enhanced Section)

Mandatory/Strongly Preferred:

• PMP (Project Management Professional) or equivalent
• PMO/Program Management certification (MoP, MSP, PgMP, or equivalent)

Additional Preferred Certifications:

• ITIL Expert/ITIL Managing Professional
• PRINCE2 Practitioner
• SAFe/Agile Program Management (optional advantage)