Description:
The Customer Infrastructure Delivery Head is accountable for end-to-end customer infrastructure delivery, program governance, and operational excellence for UK-based clients.
This role blends delivery leadership, PMO discipline, and customer-facing governance, ensuring infrastructure services and transformation programs are delivered on-time, within budget, and to agreed quality standards.
Key Responsibilities
- Own holistic delivery across infrastructure towers for assigned UK customers.
- Act as the single accountable owner for delivery assurance, escalations, and outcomes.
- Build executive-level relationships with customer CIOs, Heads of IT, and Transformation Leads.
- Establish and govern strong PMO practices across infrastructure delivery.
- Apply PMP / PMO frameworks to:
- Program planning and execution
- Dependency and risk management
- Schedule, cost, and scope control
- Chair program governance forums, steering committees, and executive reviews.
- Ensure disciplined reporting of milestones, risks, benefits, and financials.
- Data Centre & Hybrid Hosting
- Cloud Platforms (Azure / AWS / GCP)
- Network & Connectivity (LAN/WAN/SD-WAN)
- End User Computing & Workplace Services
- Identity, Access & Infrastructure Security
- Backup, DR, and Business Continuity
- Ensure ITIL-aligned service delivery and operational governance.
- Own SLAs, OLAs, KPIs, and customer experience metrics.
- Drive continual service improvement (CSI) initiatives.
- Lead large-scale infrastructure modernization and transformation programs, including:
- Data centre exit strategies
- Cloud adoption and migration
- Workplace modernization
- Balance change delivery with business-as-usual stability.
- Financial, Commercial & Risk Management
- Own infrastructure delivery budgets and financial forecasting.
- Apply project financial governance aligned to PMO best practices.
- Lead risk management and mitigation planning across programs and operations.
- Leadership & Multi-Vendor Management
- Lead delivery managers, program managers, architects, and operations teams.
- Govern vendor and supplier delivery against contractual and performance commitments.
- Build high-performing teams with strong delivery accountability.
- UK regulatory and contractual obligations
- Internal audit, ISO, and security controls
Required Skills & Experience
Mandatory
- Proven leadership in enterprise infrastructure delivery and transformation
- Strong customer-facing delivery governance experience in the UK market
- Demonstrated experience running PMO-led programs and managed services
- Excellent escalation management and stakeholder communication skills
Technical & Domain Knowledge
- Infrastructure towers: Data Centre, Cloud, Network, Workplace, Security
- Microsoft ecosystem (M365, Azure, Active Directory – preferred)
- Strong understanding of managed services and transformation delivery models
- ITIL-based service management expertise