Job Summary:
We are seeking an experienced and people-focused Infrastructure Manager to lead, develop, and mentor our Infrastructure and Support team, comprising six engineers based in India and one engineer based in the UK. This role is first and foremost a leadership position, responsible for building a highly capable, engaged, and customer-focused team that delivers exceptional IT services to approximately 600 employees across the organisation.The successful candidate will be passionate about coaching and developing people, creating clear career pathways, and fostering a culture of accountability, collaboration, and continuous improvement. They must have a strong technical understanding of Azure, AWS, VMware, network, and end-user computing environments.They will work closely with team members to strengthen technical capability, improve service delivery maturity, and prepare future leaders within the function.While maintaining oversight of infrastructure, networking, and end-user services, the primary measure of success will be the growth, effectiveness, and performance of the infrastructure team.
Key Responsibilities: Leadership, People Development &Team Growth
- Lead, inspire, and develop a distributed Infrastructure team of seven engineers across India and the UK.
- Establish a strong coaching and mentoring culture focused on professional growth, knowledge sharing, and continuous learning.
- Conduct regular one-to-one meetings, performance reviews, and career development planning sessions with team members.
- Identify skill gaps and create structured development plans to enhance technical and leadership capabilities across the team.
- Build succession plans for key infrastructure and operational functions, ensuring resilience and continuity within the team.
- Foster an inclusive, collaborative, and high-performance culture built on trust, accountability, and mutual respect.
- Encourage engineers to take ownership of services, projects, and operational outcomes while providing appropriate guidance and support.
- Create opportunities for team members to expand their responsibilities and develop specialist expertise.
- Drive employee engagement, retention, and overall team satisfaction through effective leadership and support.
- Promote best practices in service management, technical operations, documentation, and customer service excellence.
Service Delivery & Operational Leadership
- Provide leadership and oversight of day-to-day IT Infrastructure and Helpdesk operations supporting approximately 600 users.
- Ensure service delivery objectives, SLAs, and KPIs are consistently achieved and continuously improved.
- Empower team members to resolve issues effectively while maintaining high standards of customer service.
- Drive operational maturity through process optimisation, automation, documentation, and continual service improvement initiatives.
- Ensure effective incident, problem, change, and request management practices are embedded across the team.
- Act as an escalation point for complex operational and service issues.
Infrastructure & Cloud Oversight
- Have a strong technical input to strategic oversight of Azure, AWS, VMware, network, and end-user computing environments.
- Guide and support engineers responsible for maintaining on-premises infrastructure.
- Ensure infrastructure services remain secure, resilient, scalable, and aligned with business requirements.
- Oversee capacity planning, disaster recovery, backup strategies, and business continuity readiness.
- Support the team in adopting modern infrastructure management practices and cloud technologies.
Stakeholder Management & Collaboration
- Build strong relationships with business stakeholders and act as a trusted partner to operational and leadership teams.
- Translate business requirements into infrastructure priorities and team objectives.
- Communicate service performance, risks, resource requirements, and improvement initiatives to senior leadership.
- Collaborate with security, project, and business teams to ensure successful delivery of strategic initiatives.
- Manage vendor and third-party relationships while ensuring value, performance, and service quality.
Strategic Leadership
- Contribute to the development and execution of the Infrastructure and IT strategy.
- Create a roadmap for team capability development aligned to future technology and business requirements.
- Champion continuous improvement, operational excellence, and innovation across the infrastructure function.
- Help shape a scalable operating model that supports organisational growth while developing future leaders within the team.
Required Qualifications: Leadership & People Management
- Proven experience leading, mentoring, and developing Infrastructure, Service Desk, or IT Operations teams.
- Demonstrated success building high-performing technical teams and improving team capability over time.
- Ability to motivate, inspire, and develop individuals at varying levels of technical experience.
- Strong interpersonal skills with an approachable, collaborative, and supportive leadership style.
- Excellent communication and stakeholder management capabilities.
Technical Expertise
- Strong understanding of enterprise infrastructure environments, including:VMware (ESXi and vCenter),Enterprise networking and Cisco Meraki,End-user computing and support operations, AWS,Microsoft Azure
- Experience overseeing infrastructure operations in environments supporting 500+ users.
- Understanding of IT security, backup, disaster recovery, and compliance requirements.
- Experience operating within ITIL-based service management frameworks.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related discipline.
- Relevant certifications in Leadership, ITIL, Azure, AWS, VMware, Cisco, or Service Management.
- Experience leading offshore, nearshore, or globally distributed technology teams.
- Experience building career development frameworks and technical competency models.
