Life on the team
Job Title - Head of Managed Infrastructure Services
Reporting Line: UK Operations Director
Location : Nottingham / NE England
Travel Requirement : Significant and sustained on-site presence required at customer locationswithinNorth West Englandfor the first two years of the contract, including extended periods on customer premises to support transition, stabilisation, and servicematurity. In addition to this you will be expected to travel to Computacenter Offices.
Security Clearance : SC Cleared (mandatory)
What you’ll do
This is a senior, highly accountable leadership position with full end-to-end ownership of a strategic Managed Infrastructure Service. The role is responsible for overseeing the operational end to end infrastructure service for our customers. The role works alongside and coordinates technical delivery teams and business stakeholders to ensure successful delivery of our services through value driven processes, efficient ways of working and operational excellence. The role also plays a part in governing and assuring solutions for the deliver function
The post-holder holds single-point accountability for Operational service performance, financial outcomes, readiness, and customer satisfaction. A critical component of the role is overseeing the design, transition, and formal service acceptance into the Future Mode of Operation (FMO), ensuring the service is scalable, secure, compliant, and aligned to both customer and Computacenter strategic objectives.
Key Responsibilities
Operational Transition & Migration Leadership
Initially working closely with the transition and transformation team ,provide senior operational leadership and support governance for the migration of the Managed Infrastructure Service from the incumbent supplier(s) into Computacenter, ensuring minimal service disruption and controlled operational risk.
Own and approve transition strategies, mobilisation plans, knowledge transfer activities, service cut-over approaches, and early-life support models. Act as the senior escalation authority for all Operational transition-related issues and ensure all contractual, regulatory, security, and compliance obligations are met for Infrastructure services throughout the transition period .
Ownership of approved changes to Service and additional project activity that arises within this remit
Design & Service Acceptance
Oversee the design, validation, and implementation of the Future Mode of Operation, ensuring that people, processes, tooling, governance, suppliers, and documentation are fit for purpose. Lead formal service acceptance into Business-as-Usual(BAU) operations, ensuring operational readiness is demonstrably achieved and formally signed off.
Operational Ownership & Accountability
Hold full accountability for day-to-day and long-term Operational service performance, including SLA and KPI achievement, service stability, customer satisfaction, and continual improvement.
Act as the ultimate escalation operational service issues, ensuring rapid resolution, root cause analysis, and preventative action.
Ensure services are delivered in line with contractual commitments and that any service gaps are clearly understood, owned, and governed across the organisation.
Work closely with 3 rd party providers to ensure that their contractual obligations are met.
Working alongside Service Leads and the wider digital operations teams to identify, solution and implement improvements to the service and customer experience driving value to both the Customer and Computacenter.
Own Profit & Loss accountability for the allocated Managed Infrastructure Service, including forecasting, budget management and cost control.
Ensure services operate within agreed revenue and resource models, including adherence to time recording (SmartTrax) and financial governance processes.
Lead or support commercial due diligence for change, growth, and additional service opportunities.
Act as the senior operational interface for customer executives, directors, and senior stakeholders.
Work along side Delivery leadership take part in executive-level service reviews, clearly articulating performance, risks, financial position, and service improvement plans.
Build and maintain trusted relationships with customers, internal leadership teams, and third-party suppliers & partners.
People Leadership & Capability Development
Provide strategic leadership to operational managers and engineers across multiple infrastructure service towers.
Set clear performance standards and lead regular one-to-ones, performance reviews, talent management, and succession planning.
Coach and mentor senior managers, driving accountability, engagement, and a high-performance culture.
Lead and embed organisational change initiatives across people, process, and technology.
Where appropriate manage the onboarding of Staff from customer environment into Computacenter, including TUPE.
During the FMO migration there will also be a requirement to develop, understand and migrate to a new operating model which could include the relocation, recruitment and removal of staff.
Governance, Risk & Continuous Improvement
Establish and maintain robust operational governance, assurance, and reporting frameworks. Identify, manage, and mitigate operational, commercial, and delivery risks.
Ensure high-quality portfolio and project-level reporting across scope, cost, schedule, dependencies, risks, and issues.
Drive continuous improvement initiatives to increase service efficiency, resilience, and maturity.
Key Performance Indicators
Successful and controlled migration from the incumbent supplier into Computacenter
Timely and effective service acceptance into the Future Mode of Operation
Sustained achievement of SLA, KPI, and customer satisfaction targets
Services operating within agreed financial and commercial parameters
Reduction in senior-level escalations and service instability
Ensure that Target P&L is met
Demonstrable improvements in operational efficiency and service maturity
What you’ll need
Senior leadership experience within managed infrastructure or IT service environments
Proven experience leading large-scale service transitions, including incumbent supplier exit
Strong commercial acumen with demonstrable P&L ownership
Experience operating at executive and director level with customers
ITIL v3 or v4 Foundation (or higher)
Strong understanding of IT infrastructure, service operations, and governance
Ability to operate effectively in complex, high-risk, and secure environments
SC Clearance
Experience designing and implementing Operating Models
Experience working in regulated or defence-related environments
Advanced Microsoft Office365 and Teams skills
About us
Computacenter is a leading independent provider of IT infrastructure services, with about 20,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.
We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.
Interested in joining a company with a strong sense of community?
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