Senior Manager Infrastructure and IT Operations

The Senior Manager – Infrastructure and IT Operations is responsible for the organization's complete IT infrastructure, cloud platforms, cybersecurity and information security, and the day-to-day IT operations and support function. The role ensures that all infrastructure and end-user services are secure, available, scalable, and delivered within agreed service levels. The position drives modernization and automation using Microsoft technologies, strengthens the organization's security posture and compliance position, manages infrastructure vendors and budgets, and leads the infrastructure, security, and IT support teams to deliver a reliable, cost-efficient, and continuously improving IT service to the business.

KEY ACCOUNTABILITIES & ACTIVITIES

• IT Infrastructure Management
• Own the design, implementation, and day-to-day operation of the organization's complete IT infrastructure, including data centre, servers, storage, virtualization, network, and end-user computing.
• Manage the Microsoft server estate including Windows Server, Active Directory, and Microsoft Entra , ensuring availability, capacity, and performance.
• Maintain infrastructure standards, configuration baselines, patching cycles, and lifecycle and refresh plans for all hardware and software assets.
• Plan and manage infrastructure capacity, licensing, and budgets, and identify cost optimization opportunities.
• Manage infrastructure vendors, service providers, and contracts, ensuring deliverables and service levels are achieved.
• Cloud
• Lead the organization's cloud strategy, migration, and operations, with primary focus on Microsoft Azure and Microsoft 365.
• Design and maintain secure, scalable, and cost-efficient cloud architectures, including hybrid and identity integration with on-premises systems.
• Implement cloud governance covering landing zones, subscription and tagging standards, access control, backup, and disaster recovery.
• Monitor and optimize cloud consumption and cost, and report spend against budget.
• Cybersecurity and Information Security
• Own the cybersecurity and information security agenda across endpoint, network, identity, email, and data protection.
• Operate and continuously improve the Microsoft security stack, including Microsoft Defender XDR, Microsoft Sentinel, Microsoft Purview, Entra l Access, and Microsoft Intune compliance policies.
• Lead vulnerability management, patch compliance, penetration test remediation, and security hardening across all platforms.
• Lead security incident detection, response, investigation, containment, and post-incident reporting.
• Ensure compliance with applicable regulatory and industry requirements such as NCA Essential Cybersecurity Controls and ISO 27001, and lead internal and external security audits.
• Drive security awareness programs and enforce access, acceptable use, and data classification policies.
• Maintain and regularly test business continuity, disaster recovery, and backup plans for all critical systems.
• IT Operations and Service Management
• Ensure IT operations run smoothly and that all IT services are delivered within agreed SLAs.
• Own the service desk and technical support function, including incident, service request, problem, and change management in line with ITIL practice.
• Define, monitor, and report SLA and KPI performance including availability, response and resolution times, first-contact resolution, and ticket backlog, and drive corrective action where targets are missed.
• Establish proactive monitoring, alerting, and event management to detect and resolve issues before they impact the business.
• Lead major incident management and root cause analysis, ensuring permanent fixes and documented lessons learned.
• Maintain an accurate asset and configuration inventory, a current knowledge base, and operational runbooks.
• Automation and Continuous Improvement
• Drive automation of infrastructure and IT operations activities using Microsoft technologies including Power Shell, Azure Automation, Logic Apps, and Microsoft Power Automate.
• Implement infrastructure as code and standardized deployment pipelines using Azure Dev Ops and Git Hub.
• Automate patching, provisioning, user onboarding and offboarding, endpoint configuration, and routine service desk workflows to reduce manual effort and error.
• Identify and deliver continuous improvement initiatives that improve service quality, reduce cost, and increase operational efficiency.
• Lead, coach, and develop the infrastructure, security, and IT support teams.
• Set team objectives, priorities,…