Infrastructure & Technology Operations Director

Main Purpose: This role is responsible for leading the management and delivery of Lifera’s infrastructure and technology operations across the Group, ensuring the availability, reliability, security, scalability, and resilience of technology environments and services, including infrastructure, cloud services, networks, hosting, workplace technologies, IT service management, and end-user support. Area of Responsibility: • Define the operational plan for the Infrastructure & Technology Operations function and oversee its implementation to support the achievement of functional objectives • Own the annual budget for the Infrastructure & Technology Operations function, including operating costs, capital investments and vendor contracts, ensuring alignment with approved plans and technology priorities • Define, implement and maintain infrastructure, cloud, network, hosting and technology operations standards, and deliver them consistently across Lifera and its subsidiaries • Direct the management of enterprise infrastructure environments, including cloud services, servers, networks, connectivity, data centers, workplace technologies, and operational technology services • Run IT operations and service management, including service desk, desktop support, end-user support and incident management, and be accountable for service levels agreed with business functions • Lead the delivery of technical support services to functions and subsidiaries, including user support, issue resolution, hardware support, and device management • Monitor infrastructure availability, operational capacity, service performance, and support effectiveness, directing appropriate action to address service issues and performance gaps • Direct the coordination of system maintenance, backup, recovery, and IT disaster recovery activities in alignment with business continuity requirements • Oversee the coordination of infrastructure requirements with enterprise applications and other technology capabilities to support effective system operation • Ensure appropriate coordination of infrastructure incidents, service disruptions, and operational issues, supporting timely resolution and continuity of technology services • Oversee reporting on infrastructure availability, capacity, service performance, and operational issues to provide management with visibility into service delivery • Identify and drive opportunities for continuous improvement in infrastructure reliability, technology operations, service management, and support delivery • Deliver the infrastructure roadmap, including cloud strategy and landing zone, data centre and disaster recovery sites, WAN and wireless networks, domain and tenant consolidation, and onboarding of new entities onto Group platforms • Drive automation of infrastructure and IT operations, including provisioning, patching, monitoring and support processes, to improve efficiency, consistency and service quality • Manage technology vendors and managed service providers, including contract performance, SLAs, escalations and periodic service reviews • Establish and run the IT service management system, including the service catalogue, service level agreements, knowledge management, customer satisfaction measurement and cost allocation for shared services • Implement operational controls required by the IT Policy and regulatory frameworks (e.g. NCA ECC), including patch management, asset and configuration management (CMDB), secure configuration baselines, and periodic backup and disaster recovery testing • Track and report KPIs on service reliability, infrastructure availability, customer satisfaction and cost efficiency, and drive corrective actions where targets are not met • Lead, build and develop the Infrastructure & Technology Operations team, including cloud, network, service desk, endpoint and automation engineers and resources based in the subsidiaries, to enable a high-performing working environment Educational Qualification: • Bachelor's degree in Information Technology, Computer Engineering, Computer Science, Network Engineering, or any related field is required • Master's degree in Information Technology, Computer Science, Information Systems, or any related field is preferred • ITIL 4 Managing Professional or Strategic Leader, Microsoft Azure / AWS Solutions Architect certificates or equivalent are preferred Work Experience: • 12+ years of relevant professional experience in IT infrastructure, technology operations, cloud services, network management, or a related field • Demonstrated experience managing enterprise infrastructure environments, including servers, networks, cloud services, connectivity, or data centers • Proven experience overseeing IT operations, service management, incident management, and end-user support Required Skills: • IT Infrastructure and Cloud Services Management • Network, Server, and Hosting Administration • IT Operations and Service Management (ITIL) • Incident Management and Service Restoration • Infrastructure Availability, Capacity, and Performance Management • Backup, Recovery, and Operational Resilience • End-User Support and Technology Service Delivery

12+ years of relevant professional experience in IT infrastructure, technology operations, cloud services, network management, or a related field; Demonstrated experience managing enterprise infrastructure environments, including servers, networks, cloud services, connectivity, or data centers; Proven experience overseeing IT operations, service management, incident management, and end-user support; Educational qualifications include a Bachelor's degree in IT, Computer Engineering, Computer Science, Network Engineering, or related field; Master's degree preferred; ITIL 4 Managing Professional or Strategic Leader, Microsoft Azure / AWS Solutions Architect certificates or equivalent preferred.

Define the operational plan for the Infrastructure & Technology Operations function and oversee its implementation; Own the annual budget for the function, including operating costs, capital investments and vendor contracts; Define, implement and maintain infrastructure, cloud, network, hosting and technology operations standards; Direct the management of enterprise infrastructure environments including cloud services, servers, networks, data centers; Run IT operations and service management including service desk, desktop support, end-user support and incident management; Lead the delivery of technical support services to functions and subsidiaries; Monitor infrastructure availability, capacity, service performance, and support effectiveness; Direct the coordination of system maintenance, backup, recovery, and IT disaster recovery activities; Oversee coordination of infrastructure requirements with enterprise applications; Ensure coordination of infrastructure incidents and service disruptions; Oversee reporting on infrastructure metrics; Identify and drive continuous improvement; Deliver the infrastructure roadmap including cloud strategy, data centers, DR sites, WAN/WLAN, domain consolidation; Drive automation of operations; Manage technology vendors and MSPs; Establish IT service management system and governance; Implement IT policy and regulatory controls; Track and report KPIs; Lead and develop the Infrastructure & Technology Operations team.