Job Description
£70,691 per annum
Maidstone
Full-Time
Permanent
Closing Date for Applications: Sunday 29th March 2026
Shortlisting of Applications: W/C 30th March 2026
1st Stage Telephone Interviews: W/C 6th April 2026
2nd Stage In Person Interviews: W/C 13th April 2026
About the role
We’re looking for a technically credible, hands-on Service & Infrastructure Manager to take ownership of our IT infrastructure and service delivery. This is a role for someone who enjoys staying close to the technology, working through complex problems, and leading by technical example.
You’ll combine strategic thinking with hands-on technical involvement, while leading and supporting a team of five. You’ll bring strong, practical technical expertise, act as a senior escalation point, and be directly involved in diagnosing, resolving, and improving our live environments.
You’ll balance people leadership with real technical responsibility, making sure our services are stable, secure, and fit for purpose across the organisation.
What you’ll be doing:
Acting as the 3rd line escalation point for complex infrastructure and service issues, taking ownership through to resolution
* Troubleshooting and resolving issues across servers, networks, cloud platforms, and core services
* Proactively monitoring system performance, availability, and security, addressing issues before they impact users
* Designing, maintaining, and improving infrastructure to ensure resilience, scalability, and reliability
* Working directly with suppliers and partners while retaining technical ownership internally
* Maintaining a strong working understanding of the technologies and platforms we use (including Azure), enabling effective oversight of cloud environments, informed technical decision making, and the ability to interpret and monitor- cloud cost breakdowns and consumption across services
Service Ownership and improvement
* Ensuring high availability and reliability of IT services that support colleagues and business operations
* Working closely with suppliers and partners to drive cost optimisation, service improvements, and roadmap development, while monitoring and managing SLA and KPI performance to ensure value, quality, and reliability of services
* Identifying recurring issues and driving permanent fixes, not just workarounds
* Contributing to infrastructure roadmaps and technical improvement initiatives
* Maintaining accurate technical documentation, standards, and operational runbooks
Team Leadership
* Leading and mentoring Service Delivery, Infrastructure, and Security Analysts
* Providing technical guidance, coaching, and quality assurance
* Setting clear expectations and supporting professional development within the team
What we’re looking for
Essential
* Excellent leadership and team management skills including, training, motivating and developing a team.
* Strong hands-on experience in an infrastructure or senior technical support role
* Proven experience acting as 3rd line escalation for complex technical issues
* Deep understanding of infrastructure, service delivery, and operational IT environments
* Confidence working directly with live systems and making technical decisions
* Ability to clearly explain technical issues and solutions to non-technical colleagues
* Experience managing or improving hybrid or cloud-based environments
* Demonstrable experience with Backup Solutions and Disaster Recovery, including design, testing, and recovery processes
* Good understanding of Cyber Security principles, with the ability to respond to, manage, and support the resolution of cyber security incidents
* Background in service management alongside strong technical delivery
Desirable
* Experience working in regulated or service critical environments
* Awareness of recognised cyber security frameworks and standards such as NIST, ISO/IEC 27001, or NCSC guidance, and how these are applied in an operational IT environment
Why join us?
You’ll play a pivotal role in keeping our organisation running smoothly by ensuring our infrastructure and services are robust, secure, and well managed. You’ll be trusted to make technical decisions, supported to improve how things work, and encouraged to stay close to the detail while leading a high performing team.