Staff End User Support Engineer

Description

The company is in the green energy transition and needs a UK operational IT lead to run the country's IT organisation, covering infrastructure, end-user services, IT service management and the UK-controlled Defence environments.

Reporting to the Digital Technology Director, you will turn the UK technology strategy into a working operating model and build the people, processes and technical capability needed as the UK business grows and its Defence obligations increase.

You will be central to moving the organisation from a mostly traditional infrastructure setup to a modern hybrid model, while keeping the security, resilience and assurance that UK Defence work requires.

Some parts of this role may require access to information or facilities that need UK government Security Check (SC) clearance. People who hold or have held SC clearance, or who could obtain it, are welcome to apply. SC clearance requires sole British nationality. If you are unsure whether this applies to you, speak with the recruiter.

Shortlisted candidates will be subject to heightened security checks as directed by the client, because the role involves a client's critical infrastructure. Personal data is handled confidentially under the company's data protection policies and used only for recruitment and security purposes.

Responsibilities

• Run the daily operation of the UK IT environment so services stay secure, reliable and supportable.
• Own IT service management across incidents, problems, requests, changes, assets, configuration and service performance.
• Set up clear service ownership, operational KPIs, service reviews and continuous improvement.
• Improve joiner, mover and leaver processes, including identity, access, device and application provisioning.
• Design escalation and support models that work across local teams, suppliers and corporate Centres of Excellence.
• Make sure operational processes are documented and repeatable, so they do not depend on one person's knowledge.
• Lead UK infrastructure, workplace and end-user technology operations.
• Own the operational lifecycle of servers, storage, networks, endpoints, collaboration services and related platforms.
• Build the capability to support future hybrid-cloud adoption.
• Build operational skills across Microsoft Azure, Azure Virtual Desktop, modern endpoint management, infrastructure as code, automation, identity and access management, monitoring and observability, backup and cyber recovery, disaster recovery and operational resilience.
• Make sure infrastructure standards meet both commercial and Defence requirements.
• Operate and improve the UK-controlled Defence technology environment.
• Maintain appropriate access, support, change and operational controls for restricted environments.
• Build effective interfaces between the UK enclave, wider business systems and corporate technology services.
• Work with Cyber Security and Information Security to keep technical and operational controls in place.
• Make sure the environment stays supportable as Defence demand and data sensitivity grow.
• Work with Cyber Security and Information Security leads so operational IT meets the required Defence assurance model.
• Support achieving and maintaining Cyber Essentials Plus, CSM v4, Defence Cyber Certification from L0 up to the required target level, and relevant contractual and customer security obligations.
• Make sure technical evidence, operational processes and controls can be shown during audits and assurance activity.
• Develop and test disaster recovery, cyber recovery and business resilience capabilities.
• Reduce single points of failure in technology, process and people.
• Build and lead a scalable UK IT operations organisation as the business grows.
• Define team structures, accountabilities and career paths.
• Grow capability inside the team rather than relying indefinitely on professional services or individual specialists.
• Identify skills gaps and put training and succession plans in place.
• Build a culture of ownership, operational discipline and continuous improvement.
• Manage a mixed workforce of employees, contractors and strategic partners.
• Turn strategic direction from the Digital Technology Director into executable operational plans.
• Prepare the operational organisation for major changes, including cloud adoption, modern workplace, infrastructure modernisation and changes to corporate applications.
• Make sure new solutions have a support model in place before they go live.
• Feed operational and non-functional requirements into architecture and project decisions.
• Support major programmes including ERP, MES, PLM, PPM, Field Service and related infrastructure changes where operational readiness is needed.
• Work with global Centres of Excellence where corporate platforms can meet UK requirements.
• Make sure local requirements and Defence constraints are understood and reflected in corporate services.
• Manage third-party operational suppliers and hold them clearly accountable for performance and outcomes.
• Challenge suppliers and corporate services that fall short of UK operational, security or service requirements.
• Keep knowledge and operational capability within the UK organisation.
• Lead a growing multidisciplinary operational organisation covering IT service management, service desk and end-user support, infrastructure operations, networks, cloud and platform operations, workplace and endpoint, identity and access, Defence enclave operations and operational supplier management.
• Expect the team's scope to change as the UK operating model matures, and expect the team to grow with business and Defence demand.

Requirements

• Significant experience leading IT operations, infrastructure or service management teams.
• Experience managing multidisciplinary IT teams and third-party suppliers.
• Advanced understanding of enterprise infrastructure, networking, endpoint, identity and workplace technologies.
• Experience working in regulated, controlled or security-sensitive environments, such as UK MoD.
• Proven IT service management discipline and experience improving operational processes.
• Experience building teams, developing capability and introducing clearer operational accountability.
• Demonstrated experience with disaster recovery, resilience, backup and operational risk management.
• Good understanding of modern Microsoft infrastructure and cloud technologies.
• Experience working with Cyber Security and Information Security functions.
• Ability to turn strategic technology direction into practical operational delivery.
• Existing UK security clearance, or the ability to obtain the required clearance.
• Desirable: experience in UK Defence, government, nuclear, critical national infrastructure or an equally controlled environment.
• Desirable: understanding of UK Defence assurance expectations, including Cyber Essentials Plus, CSM/DCC and secure information-handling environments.
• Nice to have: Microsoft Azure and hybrid-cloud environments.
• Nice to have: Azure Virtual Desktop.
• Nice to have: infrastructure as code and infrastructure automation.
• Nice to have: modern identity and endpoint management technologies.
• Nice to have: cyber recovery and clean-room recovery concepts.
• Nice to have: enterprise monitoring and observability.
• Nice to have: moving services from project delivery into BAU operation.
• Nice to have: building an IT organisation during significant business growth or transformation.

Conditions

Relocation assistance is provided.