IT Infrastructure Engineering Manager
London, GB
Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.
Why we need this role
We are seeking an experienced and highly capable Manager, Service Operations & Application Support to lead the operational support of more than 160 business applications across a global 24x7x365 operating environment. This senior leadership role oversees service operations, ITIL process maturity, automation, application support quality, and ensures all operational processes meet security, audit, governance, and compliance requirements.
The role leads a team of ~30 internal staff, including both managers and individual contributors, and manages €3M+ annual outsourced support contracts representing ~200 vendor resources. The postholder must be hands on in optimising processes, improving workflows, and driving continuous improvement, while also setting strategy and defining service operations roadmaps. Key transformation priorities include automation, shift left adoption, unified capability building, and scaling user self service.
This role requires an influential leader capable of building trusted partnerships with senior business stakeholders and delivering white glove support to executive leadership.
What you will do
Service Operations Leadership
- Lead global service operations supporting 160+ applications in a 24/7/365 environment.
- Define the Service Operations strategy and roadmap in alignment with business objectives.
- Own and mature ITIL processes (Incident, Request, Problem, Change, Knowledge, Service Level).
- Oversee Service Desk and all Tier 1 support services.
- Ensure operational processes fully comply with security, governance, audit, and regulatory requirements.
- Hands on optimisation of operational processes and continuous improvement initiatives.
Application Support Ownership
- Govern L1/L2/L3 application support across internal teams and outsourced delivery partners.
- Ensure proactive, high quality support for business critical applications.
- Define escalation paths, runbooks, operating procedures, and global support models.
- Ensure application support practices align with security and compliance frameworks.
Vendor & Outsource Management
- Manage €1M+ annual outsourced Tier 2 application support contracts with ~200 vendor resources.
- Establish structured governance, KPIs, dashboards, and improvement plans.
- Ensure outsourced partners deliver value, performance, quality, and compliance.
- Drive supplier accountability, cost optimisation, and continuous service improvement across all partners.
Automation, Shift Left & Self Service
- Drive automation across service operations to reduce manual workload.
- Implement a shift left strategy to build capability at Tier 1 and Tier 2.
- Expand user self service through knowledge bases, automation workflows, and digital tools.
- Build unified, scalable multi skilled support teams globally.
Service Excellence & Continuous Improvement
- Define SLAs, OLAs, KPIs, performance dashboards, and reporting.
- Act as senior escalation during incidents; provide timely stakeholder communication
- Participate in the Infrastructure Operations on-call rota to provide out-of-hours support for priority incidents.
- Analyse operational performance and drive continuous improvement across workflows, tools, and processes.
- Ensure strong compliance with governance, audit, and security requirements.
Stakeholder & Executive Engagement
- Build strong relationships with application owners, business leaders, and functional stakeholders.
- Provide white glove support to senior leadership.
- Represent Service Operations in governance forums, service reviews, and technology leadership meetings.
Team Leadership & Development
- Lead, develop, and coach a team of ~30 staff, including managers and individual contributors.
- Foster a culture of accountability, collaboration, empowerment, and continuous learning.
- Ensure the organisation, skills, and operating model align with strategic and operational goals.
- Drive performance management, succession planning, and talent development.
Skills
Education
What we offer you:
Looking to make a mark?
At Colt, you’ll make a difference. Because around here, we empower people. We don’t tell you what to do.
Instead, we employ people we trust, who come together across the globe to create intelligent solutions.
Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.
We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.
Diversity and inclusion
- Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you’ll be encouraged to be yourself because we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.
Most recently we have:
- Signed the UN Women Empowerment Principles which guide our Gender Action Plan
- Trained 60 (and growing) Colties to be Mental Health First Aiders
- Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages.
Benefits
Our benefits support you through all parts of life, for both physical and mental health.
- Flexible working hours and the option to work from home.
- Extensive induction program with experienced mentors and buddies.
- Opportunities for further development and educational opportunities.
- Global Family Leave Policy.
- Employee Assistance Program.
- Internal inclusion & diversity employee networks.
A global network
- When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at ‘Our People’ site including our Empowered Women in Tech.
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