£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 Were 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. Youll combine strategic thinking with hands-on technical involvement, while leading and supporting a team of five. Youll bring strong, practical technical expertise, act as a senior escalation point, and be directly involved in diagnosing, resolving, and improving our live environments. Youll balance people leadership with real technical responsibility, making sure our services are stable, secure, and fit for purpose across the organisation. What youll 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 were looking for Essential Excellent leadership and team management skillsincluding, 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? Youll play a pivotal role in keeping our organisation running smoothly by ensuring our infrastructure and services are robust, secure, and well managed. Youll 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.
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