Infrastructure and Operations Senior Manager

The Infrastructure & Operations Senior Manager is responsible for the delivery, security, availability, performance and continuous improvement of Artifex’s IT infrastructure, workplace technology and operational IT services. The role ensures technology services are secure, resilient, reliable and cost-effective, enabling business operations and growth.

Accountable for end-to-end IT service delivery, service management, operational resilience, cyber security compliance, supplier performance and workplace technology services, the role leads the IT Service Desk and ITIL processes to ensure services consistently meet business and user needs. As the operational owner of infrastructure and workplace technology, the postholder drives service excellence, continuous improvement and effective supplier engagement across the IT estate.

Main missions and results

• Develop and maintain Infrastructure and Operations strategies and technology roadmaps aligned to business objectives, growth plans and investment priorities.
• Lead the management and continuous improvement of enterprise infrastructure services, ensuring the availability, performance, resilience and security of network, compute, storage, backup and cloud platforms.
• Own the lifecycle management of infrastructure assets, including planning, maintenance, refresh and retirement activities.
• Lead workplace technology and end-user computing services including Microsoft 365, collaboration platforms, endpoint management and productivity technologies.
• Drive a customer-focused service culture across all IT operational teams and suppliers.
• Lead the IT Service Desk and govern ITIL-based service management processes, including Incident Management, Problem Management, Change Management, Request Fulfilment, Asset Management, Configuration Management, Knowledge Management, Service Level Management, Availability Management, Capacity Management and Continual Service Improvement.
• Establish service reporting and operational dashboards to drive transparency, service ownership and accountability, working collaboratively with IT Business Operations.
• Manage infrastructure and managed service providers, ensuring performance, contractual compliance and value delivery, working collaboratively with IT Business Operations and business functions/stakeholders.
• Collaborate with Cyber Security, IT Business Operations, Enterprise Architecture and Business Applications teams to ensure operational alignment, resilience and compliance.
• Support mergers, acquisitions, divestitures and transformation initiatives where infrastructure services are impacted.
• Drive automation, standardisation and simplification of operational processes where appropriate.
• Establish and maintain operational standards, controls and governance processes to ensure compliance with regulatory, legal, cyber security and business requirements.
• Own infrastructure operational budgets and support annual planning, forecasting and cost optimisation activities.
• Lead, develop and mentor operational team members and service providers.

Measures of success to include:

• Infrastructure Availability - achievement of agreed service availability targets.
• Service Desk Performance - SLA attainment and customer satisfaction scores.
• Incident Performance - reduction in major incidents and improved resolution times.
• Change Success Rate - percentage of successful infrastructure and application changes.
• Cyber Security Compliance - adherence to security standards and remediation targets.
• Operational Resilience - successful completion of backup, recovery and continuity tests.
• User Experience - employee satisfaction with workplace technology and support services.
• Cost Optimisation - achievement of infrastructure cost and efficiency targets.
• Service Improvement Delivery - successful implementation of approved improvement initiatives.
• Supplier Performance - achievement of supplier SLA and contractual commitments., Artifex Interior Systems Limited is an equal opportunities employer committed to eliminating discrimination and fostering an inclusive culture for all. Our aim is that our employees will be truly representative of all sections of society, that they feel respected and able to perform at their best. We are committed to creating an environment in which individual differences and the contributions of all our colleagues is recognised.

Internal Mobility

We are always keen to support the development and progression of our existing employees. To help ensure a smooth process end-to-end, please make your line manager aware of any roles you apply for internally. In any case, line management will be informed by HR/Recruitment as part of the recruitment process, so early discussion is encouraged wherever possible.

• Proven experience leading enterprise IT Infrastructure and Operations functions.
• Experience managing geographically distributed infrastructure environments across multiple sites.
• Strong knowledge of enterprise infrastructure, cloud, networking, Microsoft 365 and modern workplace technologies.
• Demonstrable experience leading IT Service Desk and operational support functions, supported by strong ITIL knowledge and service performance management experience.
• Strong supplier, contract and third-party service management experience.
• Experience in operational resilience, disaster recovery, business continuity and cyber security governance.
• Proven ability to balance operational stability with transformation and continuous improvement.
• Strong stakeholder management and communication skills.
• Experience managing budgets, infrastructure investments and operational expenditure.
• Demonstrated ability to lead teams through organisational and technology change.
• Familiarity with manufacturing environments and operational technology interfaces would be advantageous.

Note: this is not an exhaustive list. All employees are expected to show flexibility and continued self-development to meet the ever-changing needs of the business. All job descriptions / vacancy notices will be subject to continual development.