IT Operations Manager - Global Infrastructure (Network, Cloud/Server/IAM & DBA)

pladis; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

pladis is seeking an IT Operations Manager - Global Infrastructure (Network, Cloud/Server/IAM & DBA) to lead day-to-day IT infrastructure delivery across five regions from our MIU Campus in West London. You will drive service management, incident leadership, and vendor governance while ensuring security, reliability and cost efficiency.

Bring extensive enterprise IT operations experience, strong cross-functional collaboration skills, and the ability to coordinate complex changes across regional

Qualifications

• Experience leading IT operations in a complex enterprise environment.
• Proven ability to coordinate multi-vendor delivery and drive operational excellence.
• Strong service management discipline and incident leadership capabilities.

Responsibilities

• Own day-to-day operational delivery for global IT infrastructure services.
• Lead major incidents, problem management, change and release governance.
• Coordinate cross-vendor activity and governance to meet SLA/XLA targets.
• Ensure operational readiness for new services and transitions into BAU.

Skills

IT operations leadership

Service management

Incident leadership

Vendor management

Stakeholder management

Tools

Runbooks

Monitoring tools

KPI/SLA/XLA tracking

Job description

Want to help us bring happiness to the world? Want to join an ambitious and fast growing global biscuits and confectionery business investing heavily in iconic global brands, infrastructure and people? Then this is the place for you.

As proud bakers and chocolatiers and custodians of iconic global brands, we don't compromise on the quality of ingredients in our products or on the people we hire. We are looking for entrepreneurial spirits who share our passion for bringing happiness to our consumers and who embody our Winning Traits.

To succeed at pladis you need to be purpose-led , resilient and positive to succeed here because we expect pace and agility , we insist on collaboration and demand accountability. If that is your thing, then pladis offers global ambition, a clear Vision and roadmap for success, challenge, and unrivalled opportunities to learn and make an impact

Role Title: IT Operations Manager - Global Infrastructure (Network, Cloud/Server/IAM & DBA)

Site Introduction

In 2021, pladis proudly opened the doors to our vibrant global hub, the MIU Campus. Located in the heart of Chiswick Park, West London. Just a short 5-minute walk from Gunnersbury Station, our campus is nestled within 33 acres of beautifully landscaped gardens, offering a welcoming and inspiring environment for all. Chiswick Park is home to both our UK and Global Corporate teams, bringing together diverse teams across the business.

What will this role achieve?

The IT Operations Manager is accountable for the day-to-day operational delivery of global IT infrastructure services across five regions, ensuring stable, secure and high-performing Network, Cloud/Server and Database Administration (DBA) services. The role leads through strong service management, technical aptitude and vendor governance, coordinating multiple third party partners to meet agreed SLA/XLA commitments, drive continuous improvement and manage operational risk and managing delivery via 3rd party service partners.

What will be your key deliverables?

Operational Service Delivery

• Own day-to-day delivery for Network, Cloud/Server and DBA services across five global regions.
• Ensure services meet agreed targets across availability, performance, capacity and resilience.
• Drive operational consistency through standardised runbooks, change patterns, monitoring and escalation paths.
• Maintain end-to-end service visibility so issues are proactively identified and resolved.

Service Management & Incident Leadership

• Lead operational management of major incidents, problem management, change and release governance.
• Provide command-and-control during P1/P2 incidents, including recovery coordination, stakeholder updates and post incident reviews.
• Ensure operational readiness for new services, projects and transitions into BAU.

Vendor & Partner Management

• (subject to proposal) Management of the delivery of daily operational services via pladis principle service provider (TechMahindra)
• Manage multiple third-party partners delivering Network, Cloud/Server and DBA services.
• Run effective governance through service reviews, KPI/SLA/XLA performance management, escalation handling, dispute resolution and improvement action tracking.
• Coordinate cross-vendor working during incidents and complex changes to secure one-team outcomes.

Regional Stakeholder Management

• Act as an operational point of contact for regional Infrastructure leads and key business stakeholders.
• Translate business impact into operational priorities and provide transparent, crisp service updates.

Operational Risk, Compliance & Security Alignment

• Maintain operational controls supporting security, audit and compliance requirements.
• Ensure service partners follow agreed processes for access control, patching, backup/recovery and change governance.
• Identify operational risks and maintain a mitigation roadmap.

Continual Service Improvement & Efficiency

• Track an improvement backlog across reliability, performance, automation and cost optimisation.
• Promote proactive operations, monitoring maturity, event management, self-healing and reduced manual toil.
• Support financial transparency through run-cost drivers and cost-to-serve insight.

Financial Responsibilities

Financial Responsibilities No direct budget ownership specified. Supports financial transparency through forecasting input, run-cost drivers and cost-to-serve insights, working with the Head of I&O and vendors.

People Management Responsibility

People Management Responsibility Number of direct reports: 0 currently specified Number of dotted line reports: 0 currently specified Leads cross-functional and vendor teams through operational governance and incident/change coordination; line management may apply depending on organisation design.

Bring your experience. Essential

• Strong IT operations leadership experience covering Network, Cloud/Server and/or Database services in a complex enterprise environment.
• Proven capability in service management discipli