Head of Global IT Operations & Infrastructure

PURPOSE OF POSITION

Responsible for:

Leading and evolving the company’s IT infrastructure and operational support function—ensuring high service reliability, technical direction, and standardised support across all sites. This role owns the infrastructure roadmap, manages day-to-day operations, and provides clear leadership to the service desk and delivery functions.

MAJOR RESPONSIBILITIES

Remit & Responsibilities:

List the top five critical deliverables for this role? Include any responsibilities which are essential to achieving business success, and how this role will support team objectives and overall company strategy.

1. Define and deliver the IT infrastructure strategy across cloud, on-premises, and network environments—ensuring alignment with business priorities and technical scalability.
2. Own and lead the global Service Desk function, establishing clear support processes, performance metrics, and continuous improvement across all sites.
3. Implement and govern enterprise infrastructure standards, covering identity, endpoint, monitoring, backup, and disaster recovery to drive consistency and resilience.
4. Lead operational performance and vendor management, ensuring high system availability, SLA adherence, and cost-effective service delivery.
5. Act as the technical authority and line manager for infrastructure and support staff, setting direction, mentoring the team, and collaborating across IT and business functions to support strategic outcomes.

Health, Safety, and Environmental Responsibilities:

1. All employees have a duty to take care of their own health and safety and that of others affected by their actions at work.
2. Employees must conduct assigned tasks and duties in a safe manner, in accordance with instructions, and comply with all Health, Safety & Environmental rules, policy, procedures, regulations and codes of practice.
3. Employees must co-operate with management and co-workers to help everyone meet their legal obligations.
4. Employees must follow any instructions or health, safety & environmental training provided by the company and report any hazards, injuries or ill health that present a serious and imminent risk and inform your line manager about any shortcomings you identify within your health and safety arrangements.

Add any other HSE specific regulations or processes relevant to this role? What steps should the role holder take to ensure a safe working environment?)

REQUIREMENTS

Job Specific Education Required:

List educational qualifications necessary for this role. Are there any certifications or professional accreditations needed?

Essential (E):

• Degree in Computer Science, Information Systems, or related field or equivalent practical experience in enterprise IT operations
• MCSA/MCSE or equivalent infrastructure certifications
• ITIL Foundation or Practitioner
• Cyber Essentials Plus familiarity or implementation experience

Desirable (D):

• ISO27001 awareness or training
• Microsoft Azure certifications (e.g. AZ-104, AZ-305)
• CompTIA Security+ or equivalent
• Relevant vendor certifications (e.g. Cisco)

Work Experience Required:

List experience necessary for success in this role. Are there specific industry backgrounds or projects that would be beneficial?

Essential (E):

• 8+ years in IT operations roles, with at least 3 years in a leadership position
• Experience managing cloud infrastructure and services, especially in Microsoft Azure
• Proven ownership of Service Desk or technical support functions in a multi-site environment
• Strong hands-on exposure to Microsoft 365, endpoint management, and ITSM practices

Desirable (D): (Add preferred but not mandatory work experience)

• Background in industrial services, engineering, or project-based technical environments
• Familiarity with ERP environments and business system integrations
• Experience supporting Meraki-based networks and ISO27001-aligned environments

Skills & Knowledge Required:

List technical skills and knowledge for delivering responsibilities. Are there any essential soft skills needed? (e.g., leadership, collaboration, problem-solving, analytical skills)

Essential (E):

• Strong leadership and team management capabilities
• Clear and confident communicator across technical and non-technical audiences
• Strong problem-solving and prioritisation skills under pressure
• Organised and delivery-focused, with good attention to detail
• Solid working knowledge of Microsoft 365, Azure, and endpoint management tools

Desirable (D): (Add preferred but not necessary skills and Knowledge)

• Experience leading change in IT service or infrastructure environments
• Awareness of information security and compliance frameworks (e.g. ISO27001)

Requirement to travel

Does this role require business travel? If so, how often and to which locations? Are there any specific travel-related expectations or restrictions?

• Occasional travel to our global sites may be required.

COMMUNICATIONS REQUIREMENT

Internal Communications: (who, how)

• Regular interaction with IT colleagues across the organisation, including India
• Collaboration with the IT leaders: PMO, Business IT, and the IT security manager to align operational delivery with projects and governance
•  Frequent engagement with local site managers and functional leads to ensure IT service quality

Communication via structured meetings, reporting tools, service desk platforms, email, and MS Teams

External Communications; (who, how)

Global and local business suppliers.

List who this role interacts with externally (e.g., clients, suppliers, regulatory bodies)? Add how this information is shared (e.g., presentations, reports, meetings, site visits) 

OTHER REQUIREMENTS

This role may require a satisfactory criminal background check (e.g., Standard or Enhanced DBS check).

This role may require compliance with confidentiality agreements or other legal requirements.

Add any other industry-specific regulations this role must adhere to? Does the role involve handling sensitive or confidential information?