Head of Infrastructure Job at Eutopia (Liverpool)

Head of Infrastructure

Eutopia

Location:
United Kingdom , Liverpool

Category:
IT - Administration

Contract Type:
Not provided

Salary:

61759.00 - 75917.00 GBP / Year

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Job Description:

The primary purpose of the Head of IT Infrastructure Operations role, is to be fully accountable for ensuring all systems across the Data Centres, Platforms and Network & Telephony environments remain highly available, stable, monitored and maintained, in line with the strategic and operational objectives of IT Services.

Job Responsibility:

Leading, motivating and managing the performance of the Infrastructure team, to deliver a professional, customer focused and high performing operational service that works to an agreed service scope and service level
Defining, implementing and promoting an IT Infrastructure Strategy for IT. Defining and maintaining a strategic roadmap for the provision of IT Infrastructure to support all IT activities and services
Provision of leadership, steering and direction in relation to the continual operational improvement of each phase of the IT services lifecycle and in particular in relation to the people, processes, products and partnerships required by the ITS IT Infrastructure department to fulfil its purpose
The day-to-day management of the IT Services, Systems Rooms and Data Centres including environment and platforms
Developing and maintaining relationships with senior management across lines of business and relevant third parties
Carrying out effective and timely performance management of the Operations Team in line with University policy
Ensuring appropriate continuous professional development to enhance skills and promote cross-skilling in order to meet and support the demands of IT and the business
Managing effective planning, monitoring and control processes to ensure the outcomes and results produced by the ITS Infrastructure function align with ITS strategies
Providing support, coaching and mentoring to Infrastructure Managers to ensure that all objectives and commitments are fulfilled in line with expectations, agreements and standards
Continually reviewing the service provided to end-users and customers to ensure it meets agreed service levels and all customers’ requirements, though, e.g. liaising with stakeholders, conducting customer satisfaction surveys and electronic monitoring. Use this information to produce reports for stakeholders, and to revise and improve the processes and service delivery within the Infrastructure team
Managing the effective provision of IT Infrastructure as per agreed plans and according to agreed levels of operation
Responsible for staff management and staff development, including performance reviews, overall staff morale and motivation, and general staff well-being
Responsible for IT Infrastructure budget management, including the provision of month-end financial reports for senior management
and assistance in shaping financial proposals for input to strategic bids and budget cycle
Responsible for defining, reviewing and communicating technical services plans and providing input to the ITS and University planning and budget cycles
Manage the effective provision of Infrastructure Team technical resources to all aspects of IT Services (e.g. ITS Projects, ITS Business Apps and ITS Service Desk)
Maintain the IT Infrastructure technical toolset. (Including Documentation of procedures, Services implementation, Operations Standard Platform Environment)
Maintain and develop a capacity forecast including a 2-year rolling Capacity Plan with clear identification of shortages and over-capacity projections constraints
Manage alerts and incidents in the production environment, and coordinate responses and solutions with IT Services
Manage and validate the technical input to the RFC process
Manage contracts with external suppliers including SLA’s where appropriate. Ensure regular follow-up meetings with external suppliers in order to ensure optimal service levels
For each of the accountabilities outlined in this profile, provide regular financial and performance reports to the Associate Director of IT Infrastructure and Operations
Represent and raise the profile of the University at external events, presenting where appropriate
Maintain and develop rigorous reporting systems
Ensure and monitor that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service within the role responsibilities
Meet with internal and external IT Services stakeholders and managers regularly on both a one to one and group meeting basis to review, agree and plan improvements to the cohesiveness and cost-effectiveness of IT services provided to the university
Represent IT Services and the University externally to academia and industry, other external bodies and agencies, and strategic partnership suppliers in the UK and internationally when required, ensuring the strategic interests and requirements of IT Services and the University are represented and safeguarded appropriately
Identify, maintain and forecast resource requirements within the role responsibilities to meet the service requirements of the customer and develop on-going and continuous Service Improvement Plans that will enhance customers’ IT services and customer service in an efficient and cost-effective manner
Provide expert problem management support to difficult high-profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
Ensure appropriate continuous professional development to enhance skills and promote cross-skilling in order to meet and support the demands of IT and the business
Perform any other duties appropriate to the grade as may be required by the Director/Associate Director Customer Service/Senior Management Team (SMT)
Bring to the attention of managers any matters relating to the health and safety of staff, students and visitors
Maintain effective communications with colleagues across ITS
Liaise with University staff at all levels, developing and maintaining quality working relationships with customers and colleagues in order to deliver a high-quality service
Work to agreed performance standards, deliver within agreed response times and seek to continually improve working practices and services
Ensure sound time management and organisation skills, being able to manage work in response to changing priorities, circumstances and workload
Undertake any other related duties which may be required in the management and delivery of IT Services and which are commensurate with the grade
Deputise at SMT level when required
Undertake other duties commensurate with the grade as required

Requirements:

Extensive experience in managing at a senior level, IT infrastructure technical resources, covering network (data & voice), telecommunications, server, storage, backup
Change management experience
Extensive experience in managing data centre environments
Varied and strong experience in non-people Technical Resource management
Excellent and proven experience in staff resources management and workforce planning, including working in a matrix environment
Experience in IT Continuity Management and Disaster Recovery
Experienced in availability and capacity management
Familiarity with Service Delivery standards and frameworks (e.g. ITIL or COBIT)
Evidence of good technical knowledge in the following areas: Infrastructure (networks, server, storage, backup) technologies, Telecommunication Technologies, Data centre, Virtualisation, Cloud Services and Infrastructure
Proven experience in workforce development
Proven experience of defining and maintaining standards
Proven experience of supplier relationship management and contract management
Experience or understanding of the structure and organisation of higher education institutions and their core activities
A degree (or equivalent qualifications or relevant professional experience)
Appropriate Technical Qualifications
Demonstrate commitment to continuing professional development
Ability to plan, assign, direct, manage, motivate and engage staff successfully to deliver professional, high quality information technology solutions as part of a customer focused service
The capacity to motivate, inspire, support collaboration, attention to detail, and lead with forward thinking perspective
Skilled in coaching and appraising peoples’ performance to build their capacity and confidence in advising and supporting business areas, deal with a range of information technology related issues
Excellent persuasive communication, advocate change and demonstrate leadership, negotiating and influencing and relationship building skills at a senior level
Effective leadership behaviour which creates a high performing customer focused team aligning individual capability with long term business requirements
A tenacity to drive excellence and quality in all aspects of their areas of responsibility, identifying and embracing/implementing best practice
Confidence in operating and managing in an environment of change, proactive in handling complex situations
Strong customer focus – demonstrating a thorough understanding of the customer needs and consistent in the delivery of service excellence and customer satisfaction
Strategic focus on long term aims and objectives while dealing tactically with operational issues, hands on experience of working with Operational teams
Positive proactive approach, enthusiastic and highly self-motivated
Personable and approachable manner
Demonstrate initiative, sound judgement, flexibility to resolve or escalate problems and ability to work calmly and accurately under pressure
Ability to work independently towards agreed goals with a high degree of professional integrity and trustworthiness
Analytical and organised, able to prioritise work and balance competing deadlines
Dependable, reliable and consistently able to produce high quality/ quantity of work
Good interpersonal and team skills. Be able to work well within a team and to influence best practice as part of a team

Nice to have:

Experience and awareness of issues affecting IT in the HE sector
Project Management Foundation certificate – PRINCE or APM
ITIL 4 Advanced Qualification or ITIL V3 Expert, ITIL V2 Practitioner

Additional Information:

Job Posted:
March 13, 2026

Expiration:
March 22, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

Eutopia - All Job Offers

Job Link Share:

Head of Infrastructure

Eutopia

Location:
United Kingdom , Liverpool

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
March 13, 2026

Expiration:
March 22, 2026

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