The Role in a Nutshell
As the Platform Services Manager for our newly formed Platform Services Team, you will lead a group of Platform and Senior Platform Engineers delivering in-life support across a broad range of Microsoft and Open Source technologies. This role is key in driving operational excellence, streamlining technical service delivery, and ensuring exceptional service experiences for our customers.
You will be responsible for the operational performance and development of the Platform Services Team. Through strong leadership and technical guidance, you will ensure the team delivers consistent, high-quality services to our customers. You will drive effectiveness, efficiency, and continual improvement across day-to-day operations, creating a high-performing team culture that is proactive, accountable, and customer-focused.
You will oversee incident and request management, collaborate with stakeholders across the business, and support both operational and project delivery. Your remit also includes mentoring engineers, owning technical escalations, and maintaining a laser focus on service performance.
You will take full ownership of the Platform Services team's delivery, proactively identifying opportunities for improvement and ensuring that services are delivered with accountability, consistency, and a customer-first approach.
What You'll Be Doing
Leadership & Operational Oversight
* Lead the Platform Services Team across Microsoft and Open Source technologies.
* Act as the operational lead for technical escalations and incidents, ensuring issues are resolved effectively and efficiently.
* Direct day-to-day queue management for incidents, changes, and service requests across in-scope technologies.
* Develop a high-performance culture within the team, with a focus on technical excellence and service quality.
* Maintain a strong security-first mindset across all activities, ensuring compliance with CIA principles.
* Take ownership of major incidents when required, leading response efforts, coordinating communications, engaging senior stakeholders, overseeing Service Desk updates, and conducting Post-Incident Reviews (PIRs) to drive continual service improvement
* Act as a Change Authority for BAU and operational change, working within ITIL-aligned frameworks to assess and approve change requests, manage associated risks, and ensure the stability and integrity of services.
Service Management & Customer Success
* Deliver outstanding service by meeting or exceeding SLA, OLA, and KPI targets.
* Act as a key escalation point for technical issues from the service desk or customers, ensuring issues are followed through to resolution.
* Ensure high-quality technical and operational documentation is created and maintained, including knowledge articles and support guides.
* Support the creation and improvement of support models for new and existing services in collaboration with the Cloud Engineering team.
Team Development & People Management
* Manage resource allocation across operational duties and project support.
* Mentor Platform and Senior Platform Engineers to support development goals and encourage cross-skilling.
* Foster a team culture that embraces collaboration, continuous improvement, and accountability.
* Take the lead on internal communication and performance within the team, as part of your role.
Collaboration & Strategy
* Work with the Service Desk, Service Delivery Managers, Head of Cloud Engineering and Head of Networks and Data Centre to ensure seamless end-to-end service delivery.
* Lead and coordinate the smooth transition of services from project delivery into BAU operations, ensuring documentation, monitoring, and support readiness are in place before handover.
* Identify and implement automation and service improvements to drive efficiency and reduce manual workload.
* Translate technical updates into clear, business-friendly language for major incident and customer reports.
To Be Great in This Role you will...
You’re a natural technical leader who thrives in service-led environments. You bring strong problem-solving skills, operational experience, and a deep understanding of service delivery principles. You’ll need to be practical, hands-on when needed, and deeply committed to team development and customer satisfaction.
You will:
* Have hands-on experience with Microsoft and/or Open Source infrastructure and cloud platforms.
* Be confident managing technical teams, work queues, and leading from the front on escalations.
* Understand the importance of knowledge management and documentation as part of operational excellence.
* Know how to drive continual service improvement across operations.
* Be adaptable, calm under pressure, and able to juggle multiple priorities with clarity.
* Embrace collaboration across departments and technical areas, unifying efforts to meet business objectives.
* Bring a structured, ITIL-aligned approach to service management while remaining people-focused and pragmatic.
* Champion a customer-first mindset while balancing technical and business priorities.
* Have a solid understanding of technologies typically used in managed services and data centre environments, including virtualisation, cloud infrastructure, backup and recovery, endpoint management, monitoring, observability, and automation.
Additional Information:
* Reporting to: Head of Service Operations
* Hours of Work: 37.5 hours per week. Plus, participate in out-of-hours and On-call rota, and overtime as required.
What’s in it for You?
You’ll enjoy:
* Flexibility First: Work-life balance through hybrid/remote working options.
* Your Growth Journey: Continuous learning opportunities and professional development.
* Perks with a Purpose: Comprehensive benefits package to support your wellbeing, health, family and future, from Private Health Care, Cash Back Plan, Buy and Sell Holiday Options, Life Assurance….
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