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Infrastructure manager - Europe and Africa

Job Profile

Mott MacDonald’s support services are the driving force behind our organisation enabling us to run efficiently and effectively.
The team works collaboratively to offer specialist advice, best practise and technology to all areas of our business specifically designed for our global reach.

We are an equal opportunity employer and value diversity at our company. We do not discriminate, and take positive steps to create an inclusive culture.

The infrastructure manager will be responsible for the management of the groups network, Microsoft Lync and email services within the infrastructure service delivery function of the shared information services (SIS) department. Reporting to the group infrastructure services manager the infrastructure manager
will ensure the stable and efficient operation of the Group Network and the Microsoft Lync and Email service provided to Mott MacDonald staff, partners and clients.

The infrastructure manager will be responsible for the service roadmap, development, transition and improvement of unified communication (UC) applications and network services globally.

The role includes managing the relationship and performance of key suppliers and the management of problem and major Incidents relating to these services.

Job Description

Key responsibilities and accountabilities
  • Accountable for the technical management and global operations of the Group Network WAN and LAN (Remote Access Services (Direct Access / Citrix)
  • Responsible for delivering Infrastructure services to our Europe and Africa (EUNA) Region including but not limited to hosting and network platforms (Backup, Server, Storage, virtualisation, WAN, LAN and Remote Access)
  • Resource management to service BAU, service improvement and project activities.
  • Acts as an escalation point for the team managers and other service delivery managers for incidents, problems and IT service continuity.
  • Acts as problem manager and major incident manager for EUNA Infrastructure services.
  • Ensures management processes are executed to deliver services reliably, efficiently and effectively.
  • Tracks service and operational level (SLA/OLA) performance for services against agreed levels and manages remediation actions as necessary.
  • Vendor management of key network and infrastructure suppliers.
  • Responsible for service continuity for Network and EUNA services and ensures that these services can be recovered within the required timelines; performs risk assessments and manages risks to prevent disasters.
  • Supports design and development of new services by defining operation requirements, assessing operational readiness and implementation risks
  • Ensures operations activities comply with Mott MacDonald standards, policies and any regulation.
  • Works with the Global Infrastructure Services Manager to understand the cost and quality of EUNA services; identifies service improvements and owns services actions within the Infrastructure Services Improvement Plan.
  • Ensures resources, capabilities and capacity to meet both existing and new business demand.
Key performance indicators
  • Incident response and resolution time;
  • Request response and fulfilment time;
  • SLA/OLA performance including hosting services availability and response time to incidents;
  • Documentation availability and relevance;
  • Up-to-date roadmap and service plans;
  • Performance and capacity monitoring, reporting and forecasting;
  • Service continuity test success;
  • Cost of network and EUNA services;
  • Continual service improvement, and;
  • Policy compliance for services.

Candidate Specification

Formal education & certification
  • University degree or diploma <desirable></desirable>
  • ITIL v3 Foundation Certification <essential></essential>
  • Prince 2 or equivalent Project Management Certification <essential><desirable><essential> <desirable></desirable></essential></desirable></essential>
Knowledge and Experience
  • Experience of managing a Global Network Environment, with in-depth experience of <essential></essential>
    • Major Incident Management <essential></essential>
    • Supplier Management <essential></essential>
    • Managing a team of technical managers, consultants and analyst <essential></essential>
    • Problem Management < Desirable >
    • Network Management <desirable><essential><desirable><essential><desirable><essential><essential><essential><essential><desirable> </desirable></essential></essential></essential></essential></desirable></essential></desirable></essential></desirable>
    • Hosting Management
Personal attributes
Should be able to demonstrate the following competencies:
  • Excellent understanding of ITIL change management within a medium or large organisation
  • Ability to think logically, analyse situations, solve technical problems
  • Excellent document and technical writing skills
  • Ability to manage and prioritise tasks and activities for both self and others
  • Ability to understand complex requirements
  • Managing internal / external relationships as a technical subject matter expert
  • Strong Influencing skills – Ability to make things happen when not in a position of direct control.
  • Sound decision-making
  • Able to participate as a member of a multi-disciplined team
  • Sound working knowledge of ITIL concepts
Job specific experience
  • Solid experience working within complex infrastructure environments.
  • Experience of leading large and complex infrastructure change initiatives
  • Able to provide and apply best practice infrastructure techniques
  • Able to deliver through 3rd party providers where appropriate
What specific motivation is needed?
  • Commitment and keen interest in IT and the benefits that it can provide
  • An understanding and interest in technology and its application
  • Enjoys tracking the market / industry trends
  • Personal pride in exercising and developing IT professional skills
  • Understanding and buy-in to business and IT roadmap objectives
  • A drive to deliver IT solutions and gain huge satisfaction in achieving set goals
  • Ability to work with both technical designers/architects and project managers
  • Willingness to explain technical concepts and approaches to non-technical staff
  • Feeling part of a solution
  • A desire to develop the solution strength and delivery capability of a fast growing company.
General behavioural competencies
  • Teamwork:
    We are better together.
  • Integrity:
    We always do what is right.
  • Respect:
    We appreciate others and care about the wider community.
  • Excellence:
    We strive to improve and to exceed expectations
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