Infrastructure Operations Manager

Purpose of the Role

The Infrastructure Ops Manager leads Platform Services & FinOps for the Serco Europe cloud platform, reporting to the Head of Architecture Europe. The role ensures effective operational governance, service performance, financial management and continuous improvement.

The position translates technology strategy into operational processes, governance and measurable outcomes, acting as the primary operational owner of the cloud platform. It ensures collaboration between Architecture, Engineering, Operations and third-party providers to deliver agreed service outcomes and coordinates internal teams and external providers.

Key Responsibilities

Platform Governance & Operating Model

• Define and maintain the cloud platform operating model
• Establish governance processes, operational controls and service management practices
• Align architecture decisions with operations and business objectives
• Drive standardisation, maturity and continuous improvement
• Maintain up-to-date operational documentation and governance artefacts

Service Management & Operational Performance

• Own platform service performance and reliability
• Define and monitor SLAs, OLAs, KPIs and service metrics
• Coordinate service transition, readiness and acceptance
• Lead service reviews and continuous improvement initiatives
• Manage major incidents, escalations and service requests
• Ensure clear ownership, progress tracking and stakeholder communication

Team Leadership & Coordination

• Lead and develop the Platform Services & FinOps function
• Coordinate internal roles (Solution Architect, Cloud Engineer, Workplace & Identity Engineer, Automation & Operations Engineer)
• Prioritise and assign work across the platform team
• Coordinate external MSPs and partners in line with the Serco Europe RACI matrix
• Ensure accountability, clear hand-offs and effective collaboration
• Support team development and foster a culture of operational excellence and continuous improvement

Stakeholder & Supplier Management

• Act as the primary operational interface across Architecture, Engineering, MSPs and business stakeholders
• Govern service delivery across internal and external providers
• Facilitate governance forums, service reviews and supplier performance reviews
• Manage supplier relationships and stakeholder expectations
• Provide reporting on performance, risks, costs and improvements
• Act as escalation point for ICT teams and ensure effective resolution tracking
• Maintain strong relationships across Serco Europe ICT functions

FinOps & Cost Governance

• Own the financial governance of the Serco Europe cloud platform.
• Drive cost transparency, optimisation and accountability across Azure, Microsoft 365 and associated cloud services.
• Lead cloud consumption analysis, forecasting, budgeting and cost reporting activities.
• Establish and maintain chargeback and showback models where appropriate.
• Support business cases, investment decisions and budget planning through financial and consumption insights.
• Monitor and optimise emerging consumption areas including AI, data and platform services.
• Promote a cost-aware culture across technology teams and stakeholders.

Required Skills and Experience

• Experience leading platform/service teams in a cloud environment within a large organisation
• Experience managing internal teams and third-party providers within governance frameworks
• Strong background in service management, operational governance and stakeholder engagement
• Experience with KPIs, SLAs and continuous improvement frameworks
• Demonstrated leadership and team coordination skills
• Ability to translate strategy into operational outcomes
• Experience working across multiple stakeholders and suppliers
• Strong communication, planning and organisational skills
• Degree in Computer Science or similar
• Good English (mandatory)

Nice to Have

• Experience with Microsoft Azure and Microsoft 365
• Experience working with Enterprise and Solution Architecture teams
• Proven FinOps experience (cost optimisation, forecasting, budgeting, reporting)
• Knowledge of cloud governance frameworks and service transition
• Experience supporting large-scale cloud transformations
• Understanding of AI, automation and emerging cloud technologies
• Experience in multinational environments

Success Measures

• Consistent achievement of service levels and business expectations
• Enhanced governance, standardisation and service maturity
• High-performing Platform Services function
• Strong collaboration across Architecture, Engineering and Operations
• Sustainable growth and evolution of the cloud platform
• Clear accountability across internal teams and MSPs aligned to the RACI model
• Effective engagement model with ICT teams
• Improved responsiveness and resolution of platform-related issues