At HSSL we don’t just manage IT—we become the backbone of our clients’ businesses. As a leading IT services provider, we design, build, and run the mission-critical infrastructure for some of the world’s most demanding enterprises. From network architecture and data centers to cloud ecosystems and end-user support, our end-to-end managed services ensure our customers’ operations never miss a beat.
We’re looking for a strategic and hands-on Infrastructure & Operations Director to own the full lifecycle of service delivery for our large-scale client portfolios.
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The Role
This is not a traditional internal IT role. As Director of I&O, you will lead the teams and platforms that power our customers’ businesses 24/7. You’ll bridge the gap between complex engineering, operational excellence, and relentless customer focus. Your mission: ensure the availability, security, and performance of diverse, large-scale infrastructure environments while scaling our managed services practice.
You’ll have direct accountability for multi-million-dollar service lines, SLA attainment, and a high-performing team of architects, engineers, and service delivery managers.
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Key Responsibilities
Strategic Leadership & Customer Delivery
· Own the end-to-end infrastructure roadmap and operational delivery for a portfolio of large enterprise customers.
· Act as the executive sponsor for key accounts, building trusted relationships with CIOs, VPs of Infrastructure, and other customer stakeholders.
· Translate complex client business requirements into robust, scalable, and cost-effective technical solutions.
· Drive continuous service improvement initiatives, leveraging automation and proactive monitoring to elevate the customer experience.
Operational Excellence
· Lead 24/7/365 operations, including network operations centers (NOC), data center operations, cloud platforms, and incident/response teams.
· Govern strict SLA, SLO, and KPI adherence across all managed environments—meeting commitments for uptime, performance, and MTTR.
· Own major incident management: you’re the calm in the storm, ensuring swift technical resolution and transparent client communication.
· Oversee capacity planning, disaster recovery, and business continuity programs on behalf of customers.
Practice Building & Financial Performance
· Manage P&L for the I&O division, balancing resource allocation, staffing utilization, and infrastructure costs to meet profitability targets.
· Partner with Sales and Solution Architects on RFPs, scoping, and contract negotiations for new large-scale engagements.
· Define and standardize service offerings (private cloud, hybrid hosting, SD-WAN, EUC, etc.) to productize and scale the business.
Technology & Automation
· Champion the adoption of Infrastructure-as-Code (IaC), AIOps, and next-generation monitoring to reduce toil and increase service velocity.
· Maintain deep expertise across domains: public cloud (AWS/Azure), on-premise hypervisors (VMware, Nutanix), networking (Cisco, Palo Alto, SD-WAN), and modern endpoint management.
· Ensure all managed environments meet rigorous security and compliance frameworks (ISO 27001, SOC 2, HIPAA, etc.).
People Leadership
· Build, mentor, and retain a world-class distributed operations team across L1-L4 support, engineering, and architecture.
· Foster a culture of ownership, continuous learning, and operational discipline.
· Design on-call rotations and escalation paths that balance employee wellbeing with 24/7 client needs.
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What You Bring
Experience
· 10+ years in IT infrastructure and operations, with at least 5 years in a senior leadership role within an IT services, MSP, or managed hosting provider environment.
· Proven track record of managing end-to-end infrastructure for large external customers (enterprise scale: 5,000+ seats, multi-site, multi-cloud).
· Deep experience with ITIL or similar service management frameworks, with the ability to make process pragmatic, not bureaucratic.
Technical Breadth & Business Acumen
· Strong understanding across the full stack: networking, compute, storage, virtualization, cloud, databases, and end-user compute.
· Demonstrated experience owning a division P&L, with sharp commercial instincts around contract scoping, utilization, and margin optimization.
· Certifications strongly preferred: ITIL Expert/Managing Professional, PMP, AWS/Azure Solutions Architect, CCNP, or equivalent.
Leadership & Communication
· Exceptional executive presence: you can defuse a tense situation with a frustrated customer and inspire a room of engineers in the same breath.
· Data-driven decision-maker with strong analytical skills for capacity planning, root cause analysis, and service reporting.
· A coach at heart: you build leadership pipelines and grow future managers.
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Why Join [Company Name]?
· Enterprise Impact: Manage the infrastructure that iconic brands run on—never a dull environment.
· Growth Trajectory: We’re scaling fast; you’ll help write the playbook, not just execute someone else’s.
· Compensation: Competitive base salary, performance-based executive bonus, and comprehensive benefits.
· Autonomy: We hire leaders to lead. You’ll have the trust and authority to reshape our operations practice.
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Ready to run the infrastructure that powers global business?
Apply now with your resume and a brief note on a large-scale customer environment you’ve transformed.
Pay: £82,962.97-£119,223.21 per year
Benefits:
- Company car
- Free parking
- On-site parking
- Sick pay
Work Location: Hybrid remote in London
