Head of Managed Infrastructure Services

Job Title - Head of Managed Infrastructure Services

Reporting Line: UK Operations Director

Location: Nottingham / NE England

Travel Requirement: Significant and sustained on-site presence required at customer locations within North West England for the first two years of the contract, including extended periods on customer premises to support transition, stabilisation, and service maturity. In addition to this you will be expected to travel to Computacenter Offices.

Security Clearance: SC Cleared (mandatory)

What you’ll do

This is a senior, highly accountable leadership position with full end-to-end ownership of a strategic Managed Infrastructure Service. The role is responsible for overseeing the operational end to end infrastructure service for our customers. The role works alongside and coordinates technical delivery teams and business stakeholders to ensure successful delivery of our services through value driven processes, efficient ways of working and operational excellence. The role also plays a part in governing and assuring solutions for the deliver function

The post-holder holds single-point accountability for Operational service performance, financial outcomes, readiness, and customer satisfaction. A critical component of the role is overseeing the design, transition, and formal service acceptance into the Future Mode of Operation (FMO), ensuring the service is scalable, secure, compliant, and aligned to both customer and Computacenter strategic objectives.

Key Responsibilities

Operational Transition & Migration Leadership

• Initially working closely with the transition and transformation team, provide senior operational leadership and support governance for the migration of the Managed Infrastructure Service from the incumbent supplier(s) into Computacenter, ensuring minimal service disruption and controlled operational risk.
• Own and approve transition strategies, mobilisation plans, knowledge transfer activities, service cut-over approaches, and early-life support models. Act as the senior escalation authority for all Operational transition-related issues and ensure all contractual, regulatory, security, and compliance obligations are met for Infrastructure services throughout the transition period.
• Ownership of approved changes to Service and additional project activity that arises within this remit

Design & Service Acceptance

• Oversee the design, validation, and implementation of the Future Mode of Operation, ensuring that people, processes, tooling, governance, suppliers, and documentation are fit for purpose. Lead formal service acceptance into Business-as-Usual (BAU) operations, ensuring operational readiness is demonstrably achieved and formally signed off.

Operational Ownership & Accountability

• Hold full accountability for day-to-day and long-term Operational service performance, including SLA and KPI achievement, service stability, customer satisfaction, and continual improvement.
• Act as the ultimate escalation operational service issues, ensuring rapid resolution, root cause analysis, and preventative action.
• Ensure services are delivered in line with contractual commitments and that any service gaps are clearly understood, owned, and governed across the organisation.
• Work closely with 3rd party providers to ensure that their contractual obligations are met.
• Working alongside Service Leads and the wider digital operations teams to identify, solution and implement improvements to the service and customer experience driving value to both the Customer and Computacenter.

Financial Management

• Own Profit & Loss accountability for the allocated Managed Infrastructure Service, including forecasting, budget management and cost control.
• Ensure services operate within agreed revenue and resource models, including adherence to time recording (SmartTrax) and financial governance processes.
• Lead or support commercial due diligence for change, growth, and additional service opportunities.

Stakeholder & Customer Leadership

• Act as the senior operational interface for customer executives, directors, and senior stakeholders.
• Work alongside Delivery leadership take part in executive-level service reviews, clearly articulating performance, risks, financial position, and service improvement plans.
• Build and maintain trusted relationships with customers, internal leadership teams, and third-party suppliers & partners.

People Leadership & Capability Development

• Provide strategic leadership to operational managers and engineers across multiple infrastructure service towers.
• Set clear performance standards and lead regular one-to-ones, performance reviews, talent management, and succession planning.
• Coach and mentor senior managers, driving accountability, engagement, and a high-performance culture.
• Lead and embed organisational change initiatives across people, process, and technology.
• Where appropriate manage the on boarding of Staff from customer environment into Computacenter, including TUPE.
• During the FMO migration there will also be a requirement to develop, understand and migrate to a new operating model which could include the relocation, recruitment and removal of staff.

Governance, Risk & Continuous Improvement

• Establish and maintain robust operational governance, assurance, and reporting frameworks. Identify, manage, and mitigate operational, commercial, and delivery risks.
• Ensure high-quality portfolio and project-level reporting across scope, cost, schedule, dependencies, risks, and issues.
• Drive continuous improvement initiatives to increase service efficiency, resilience, and maturity.

Key Performance Indicators

• Successful and controlled migration from the incumbent supplier into Computacenter
• Timely and effective service acceptance into the Future Mode of Operation
• Sustained achievement of SLA, KPI, and customer satisfaction targets
• Services operating within agreed financial and commercial parameters
• Reduction in senior-level escalations and service instability
• Ensure that Target P&L is met
• Demonstrable improvements in operational efficiency and service maturity

What you’ll need

Essential:

• Senior leadership experience within managed infrastructure or IT service environments
• Proven experience leading large-scale service transitions, including incumbent supplier exit
• Strong commercial acumen with demonstrable P&L ownership
• Experience operating at executive and director level with customers
• ITIL v3 or v4 Foundation (or higher)
• Strong understanding of IT infrastructure, service operations, and governance
• Ability to operate effectively in complex, high-risk, and secure environments
• SC Clearance

Desirable:

• Experience designing and implementing Operating Models
• Experience working in regulated or defence-related environments
• Advanced Microsoft Office 365 and Teams skills