Lead – Managed Infrastructure Services

About the role

The Service Line Manager – Managed Infrastructure Services is responsible for the stability, performance and continuous improvement of on‑premise infrastructure, including data centres, servers, storage, virtualization and network platforms. The role ensures service availability, drives compliance and works closely with internal delivery, security, vendors and functional teams to resolve complex operational challenges.

Key responsibilities

• Execute infrastructure operational plans aligned with organisational and service delivery objectives.
• Monitor infrastructure using tools and dashboards, proactively detect issues and lead resolution of complex incidents.
• Ensure performance meets agreed SLAs, conduct root‑cause analysis for major incidents and approve changes with risk mitigation.
• Manage vendor relationships, SLAs, contracts and escalations.
• Identify risks, recommend mitigation strategies and ensure regulatory, contractual and industry compliance.
• Provide regular operational reports, maintain accurate documentation, SOPs, diagrams and support audits and capacity planning.

Required profile

• Proven leadership experience managing technical teams and driving operational discipline.
• Strong communication and stakeholder management skills, able to collaborate with delivery, security and vendor partners.
• Ability to analyse processes, identify gaps and implement improvement initiatives.
• Commitment to fostering a culture aligned with company values and supporting career development of team members.

Required skills

• Data centre operations
• Server administration
• Storage management
• Virtualisation technologies
• Network infrastructure
• Infrastructure monitoring tools
• Change management processes
• Capacity planning