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    Head of Infrastructure Operations - Leeds, United Kingdom - Capita

    Capita
    Capita Leeds, United Kingdom

    2 weeks ago

    Capita background
    Description

    Help strengthen our Team as our Head of Infrastructure Operations. Home based role

    Great opportunity to join our team to manage our technical team of Infrastructure Engineers who provide managed services to our large customer base, across a wide range of infrastructure technologies and SLAs.

    You will be a key part of our Hosting leadership Team, providing leadership in a virtual capacity and direct people management capacity.

    WJob Description:

    Responsible for managing a technical team of Infrastructure Engineers provide managed services to our large customer base, across a wide range of infrastructure technologies and SLAs.

    What you'll be doing:

    • part of the Hosting leadership Team, providing leadership in a virtual capacity and direct people management capacity.
    • lead infrastructure Operations Team, driving a culture of service excellence and continuous improvement with the objective of delighting our customers.
    • line management of Windows, UNIX & Storage Engineers and Architects, ensuring regular 1-2-1's are carried out where objectives are tracked and training & progression requirements are identified and actioned.
    • for providing high quality operational support services to the levels defined within the customer contracts, and maintaining the high availability of all customer critical services.
    • operational sign off during the Cost & Solution review process, this includes attending the review sessions, and providing support and advice to the Bid Team.
    • resource levels, operational spend and cost recovery are monitored and working closely with the Finance Team.
    • regular team meetings with direct reports and wider team to ensure the team are kept abreast of changes, company updates and opportunities, and to obtain operational updates.
    • as a senior escalation point for high level escalations from the customer and internally.
    • monthly management reporting to track SLA/KPI performance and call out the highs and lows for the month.
    • for any risks assigned to Infrastructure Operations, ensuring there is a plan to mitigate, and the relevant stakeholders are kept informed.
    • for the business continuity plan for infrastructure Operations.
    • and drive internal improvement initiatives to build a world class operations function.
    • closely with the Service Management & Lifecycle teams to provide support for customer issues, major incidents, escalations and service improvement activities

    What we're looking for:

    • is a leadership role, so the ideal candidate will be someone who has extensive service and/or technical management and leadership experience and is able to draw upon this knowledge to deliver excellent customer service.
    • leading large technical teams with a good understanding of infrastructure technologies (Windows, VMware, UNIX & on-prem cloud) in a service provider organisation.
    • record of successfully building, developing and leading high performing teams and a customer centric culture.
    • of building excellent working relationships with Board Level Executives (SMT) and Directors/ Senior Management (customer and internal).
    • in a sizeable, fast moving /complex, service led technical and commercial ITIL aligned environment preferably within the telecoms and network industry.
    • personal organisational skills
    • to rapidly build relationships with colleagues at all levels of the business.
    • to persuade and influence organisationally through a variety of approaches and across all levels of the business.
    • verbal and written communications including presentation skills
    • of cross functional working and the ability to demonstrate a collaborative approach, one team, with regarding to building key relationships across the business.
    • of having led, defined and implemented a successful communications plan, communicating and celebrating team success.
    • knowledge of continuous improvement and process transformations with the IT industry, and experience of leading and delivering improvement programmes in similar companies.
    • to challenge "the norm" and introduce new ways for working
    • track record in meeting and surpassing targets.
    • problem-solving skills
    • have significant understanding of UNIX, Windows, HyperV, VMware technologies
    • have experience of operating in a global organisation and at scale
    • possess or be eligible for SC Clearance
    • be prepared for some antisocial working hours if required

    Leadership

    • in managing a team >100

    About Capita Technology and Software Solutions (TSS)

    Capita Technology and Software Solutions (TSS) is a newly formed global shared service, responsible for delivering innovation and digital transformation for Capita's businesses and clients. We work collaboratively with Capita's divisions to shape the right digital technology solutions to help clients work differently, engage differently, sell differently and to be resilient to whatever next comes their way. We create innovative technology and software solutions for Capita's clients and businesses while ensuring secure, resilient and predictable service delivery. TSS brings together colleagues from across Capita into a single function to deliver world-class technology and software solutions for Capita's businesses and clients.

    What's in it for you?

    • Opportunity to progress your career
    • 23 days annual leave (rising to 27 days with time) with opportunity to buy more leave
    • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
    • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
    • Company matched pension, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave and plenty more

    You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that.

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