Overview
HEAD OF IT INFRASTRUCTURE - LONDON HQ. As Head of IT Infrastructure, you will be the operational anchor of the team: owning the infrastructure and security estate across all 28 properties, managing a small internal team, and working closely with the VP of IT to shape the direction of the function as it grows. This role suits someone equally comfortable reading a switch config and running a team meeting, ready to take on real ownership in a fast‑moving business. Based in our London Bridge office five days a week, with occasional travel to European properties when required.
Responsibilities
Team & Operational Leadership
Serve as the operational day‑to‑day lead for the IT team, acting as the VP of IT's right hand. Manage and develop a small team of property IT technicians. Act as a key point of escalation for property teams and hotel operations across the estate. Run the weekly IT operational rhythm: incident review, workload prioritisation, team check‑ins. Step up as VP IT cover when required, including stakeholder and executive‑level escalations. Build the processes and culture that make the team reliable and scalable.
Network & Connectivity
Own the network infrastructure across all properties: switching, routing, VLANs, and Wi‑Fi platforms. Manage ISP and network provider relationships, holding them to SLA. Lead circuit provisioning and fault resolution for new openings and existing sites. Evaluate connectivity performance across the portfolio and lead improvement initiatives.
Cloud Infrastructure & Endpoints
Own the Azure and Microsoft 365 environment: Entra ID, Intune, Defender, Exchange Online, Teams. Manage the endpoint estate across corporate and property devices. Maintain and evolve backup and disaster recovery arrangements for Tier 1 systems. Support pre‑opening IT builds end to end: network, telephony, CCTV, access control, AV and TV.
Security Operations
Own day‑to‑day security operations: email security, endpoint detection and response, and threat monitoring. Manage the MDR platform and act as first responder on security incidents. Lead phishing and social engineering incident response, including guest data breach coordination. Drive the security awareness training programme across the business. Manage MFA, conditional access policies, and identity governance across M365.
Supplier & Vendor Management
Own operational relationships with managed network and technology providers, holding them to SLA. Manage cloud telephony, IPTV/casting platforms, access control and CCTV infrastructure operationally. Support the VP of IT in contract reviews, renewals, and supplier rationalisation decisions.
Documentation & Knowledge
Build and maintain infrastructure documentation, network diagrams, and system runbooks. Establish IT operational processes and embed them consistently across the team. Ensure institutional knowledge is captured, structured, and accessible.
THE FIRE YOU CARRY
* Infrastructure and security leadership
* Team development and technical mentoring
* Operational ownership and accountability
* Stakeholder communication across technical and non‑technical audiences
* Incident management and outage communication
* Cross‑functional collaboration
* Strong technical credibility in enterprise environments
YOUR PROVEN TRACK
* 6+ years in IT infrastructure or network engineering, with clear progression into a senior or lead position
* Hands‑on networking: Cisco or equivalent switching and routing, VLANs, Wi‑Fi controller platforms
* Strong working knowledge of Azure and Microsoft 365: Entra ID, Intune, Defender, Exchange Online
* Direct experience leading and developing a small technical team
* Hands‑on experience managing phishing, endpoint compromise, and data breach incidents
* Proven ability to manage competing priorities across a multi‑site environment
* Able to work autonomously, prioritise effectively, and make sound decisions without constant escalation
DESIRABLE ADDITIONAL QUALIFICATIONS
* Multi‑site or hospitality IT background: PMS integration, guest Wi‑Fi, door access, F&B systems
* Experience with MDR platforms: Huntress, CrowdStrike, SentinelOne, or similar
* Cloud telephony deployment or management experience
* ITIL Foundation or above, applied in a real operational environment
* Pre‑opening or greenfield IT build experience
* Scripting or automation: PowerShell, Python
* European language: German, French, Czech, or Spanish
WHAT WE LOOK FOR
We value individuals who can hold a vision, appreciate atmosphere, and want their work to have impact. If you are comfortable with change, motivated by ideas, and focused on crafting meaningful guest experiences, you will do well here.
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