Platform & Infrastructure Service Owner

Synapri; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

Synapri invites applications for a Senior IT Service Manager position based in London with hybrid working (2–3 days onsite). The role spans platform and infrastructure service management in a large organisation, with a 12-month+ duration and SC security clearance requirement.

The candidate will own service strategy, roadmaps, SLAs/OLAs, KPIs, and drive continuous service improvements while managing third-party suppliers and coordinating with senior stakeholders.

Qualifications

• Platform & Infrastructure Service Management: owning and managing critical platform and infrastructure services.
• Service Ownership & Governance: defining service strategy, roadmaps, SLAs, OLAs, KPIs and improvement plans.
• Operational Service Delivery: ensuring availability, resilience, performance and security of services.
• Supplier & Contract Management: managing third-party suppliers and enforcing service outcomes.
• Stakeholder Engagement: working with technical teams, senior stakeholders and delivery partners to prioritise needs.
• IT Service Management (ITSM): strong ITIL-aligned incident, problem, change, release and service transition processes.
• Risk & Compliance Management: managing operational risks, security requirements, business continuity and service assurance.
• SC security clearance will be required or active clearance desirable.
• Desirable: experience in Central Government/Public Sector, knowledge of GDS standards, cloud platforms (Azure/AWS/Google), modern infrastructure technologies, and multi-supplier environments.

Job description

Location: London (hybrid working - 2-3 days onsite)

Duration: 12 months +

Vetting: SC security clearance will be required

Essential Skills

• Platform & Infrastructure Service Management: Proven experience owning and managing critical platform and infrastructure services within large, complex organisations.
• Service Ownership & Governance: Demonstrable experience defining service strategy, roadmaps, SLAs, OLAs, KPIs and service improvement plans.
• Operational Service Delivery: Strong background in ensuring the availability, resilience, performance and security of infrastructure and platform services.
• Supplier & Contract Management: Experience managing third-party suppliers, service providers and support partners, holding them accountable for service outcomes.
• Stakeholder Engagement: Ability to work effectively with technical teams, senior stakeholders, business users and delivery partners to prioritise service needs and improvements.
• IT Service Management (ITSM): Strong understanding of incident, problem, change, release and service transition processes within ITIL-aligned environments.
• Risk & Compliance Management: Experience managing operational risks, security requirements, business continuity and service assurance activities.

Desirable Skills

• Previous experience delivering services within Central Government or wider Public Sector environments.
• Knowledge of GDS Service Standard, Technology Code of Practice and Government Digital Service delivery principles.
• Experience managing cloud-based platforms (Azure, AWS and/or Google Cloud).
• Understanding of modern infrastructure technologies including virtualisation, networking, storage, identity and access management, and platform operations.
• Experience supporting digital transformation, cloud migration or legacy modernisation programmes.
• Relevant certifications such as ITIL v4, SIAM, Azure, AWS, Prince2, MSP or Agile qualifications.
• Experience operating within multi-supplier and outsourced service delivery environments.
• Security Clearance: Willing and eligible to obtain SC clearance; active SC clearance desirable.

Our client operates hybrid working 2-3 days in London, with occasional client site visits will be required into Glasgow.