Infrastructure Platform Team Leader United Kingdom

About the role

The Infrastructure Platform Team Leader provides day-to-day operational leadership, technical oversight, and people management for a high performing, customer focused technical team delivering Incident, Problem, Change, and Service Request fulfilment. Acting as the primary operational escalation point, the role combines hands-on technical leadership with close collaboration across teams to ensure ITIL aligned, stable, and high-quality service outcomes delivered in line with agreed SLAs, OLAs, and contractual commitments.

• Provide effective line management, including regular 1-to-1s, performance reviews, development planning, wellbeing support, and objective setting aligned to service outcomes and customer satisfaction.
• Coach and mentor team members to develop technical depth, customer-facing capability, and career progression, maintaining skills matrices and development plans aligned to service needs and technology roadmaps.
• Ensure team members have clear roles, responsibilities, service ownership, and escalation paths, fostering accountability and consistent ITIL-aligned ways of working.
• Oversee and coordinate operational activity within the team, allocating and prioritising work and managing on-call rotas and skills coverage to balance operational demand, project activity, and individual capability, ensuring sustainable workloads, timely resolution, and resilient, ITIL-aligned service delivery.
• Promote a proactive, collaborative, and customer-focused service culture, fostering accountability, prevention-focused working, knowledge sharing, and continual improvement to balance service stability and customer outcomes.
• Support recruitment, onboarding, and knowledge transfer, ensuring new and existing team members are equipped to deliver high-quality managed services.

• Own day-to-day Service Operations, ensuring Incidents, Service Requests, Problems, and Changes are logged, prioritised, managed, and resolved in line with agreed SLAs, OLAs, KPIs, and contractual commitments.
• Act as the primary operational and technical escalation point, supporting Major Incident Management through technical coordination and recovery activities, while ensuring accurate, consistent, and timely communication to stakeholders, including post-incident reporting and service review inputs.
• Monitor service performance, incident trends, workload, capacity, and operational metrics, proactively identifying risks, degradation, and improvement opportunities.
• Drive effective Problem Management, ensuring recurring incidents and systemic issues are identified, root causes analysed, and permanent fixes or workarounds implemented to reduce future service risk.
• Ensure all changes to live services follow the agreed Change process, reviewing and approving changes for quality, risk, impact, and rollback suitability, representing the team at CAB where required, and maintaining high change success rates by preventing authorised or poorly controlled changes.
• Provide operational insight, metrics, and performance data to support Service Reviews, Continual Service Improvement, and customer assurance activities.

• Provide technical assurance across supported platforms, infrastructure, and services, maintaining sufficient technical depth to support troubleshooting, peer review, and sound decision-making.
• Review and approve technical changes and implementations, ensuring alignment to security, resilience, and industry best-practice principles.
• Support platform lifecycle management, including patching, capacity planning, upgrades, and roadmap input across managed infrastructure platform estates.
• Drive adoption of standard builds, reference architectures, tooling, and templates to reduce operational risk, cost, and complexity.
• Champion and deliver automation to improve efficiency, reliability, and cost-effectiveness of technical operations.
• Assist in identifying and addressing technical debt, proactively improving platform stability, maintainability, and scalability.
• Ensure technical documentation, runbooks, and operational procedures are accurate, maintained, and…