Senior Operations Manager (Infrastructure)

Role Overview:

The Infrastructure Operations Manager (OM) plays a key role in managing the daily operations of infrastructure services within a client account. This role is central to ensuring service reliability, operational efficiency, and alignment with both contractual obligations and internal standards. Working closely with the Service Delivery Manager (SDM), the OM ensures seamless execution of services and continuous improvement.

Key Responsibilities:

• Lead and manage the day-to-day activities of the infrastructure operations team.
• Ensure service delivery meets agreed SLAs and KPIs.
• Drive operational efficiency through ongoing process improvement and automation opportunities.
• Maintain accurate service documentation, including operational procedures and service descriptions.
• Support the implementation of changes, upgrades, and transitions with minimal service disruption.
• Monitor and manage performance metrics, reporting any variances or issues.
• Monitor and measure the time being booked against the services under their responsibility by reviewing and approving timesheets.
• Use time tracking data to monitor compliance with the cost model and to identify areas for delivering year-over-year savings in line with cost expectations.
• Act as an escalation point for operational issues and incidents.
• Serve as Major Incident Manager (MI Manager) when required, coordinating timely response and resolution of high-impact incidents.
• Support compliance and audit readiness activities.
• Collaborate with SDMs, clients, and internal stakeholders to align operational delivery with strategic goals.

Collaboration & Stakeholder Engagement:

• Work closely with the SDM, who owns the client relationship and overall service performance.
• Provide operational insight and data to support client-facing reporting and governance.
• Engage with internal teams (e.g., CSM, technical leads, SD and EUC OMs) to align infrastructure services with client needs and delivery plans.
• Participate in internal and client-facing meetings as required.

Qualifications & Experience:

• Bachelor's degree in IT, Engineering, or related field (or equivalent experience).
• Minimum 5 years' experience in IT infrastructure operations or service management roles.
• Proven experience managing teams and delivering against SLAs in a client-facing environment.
• Strong knowledge of ITIL practices; ITIL certification preferred.
• Familiarity with monitoring tools, service desk platforms, and reporting dashboards.
• Experience in managing escalations, incidents, and operational risk.
• Good awareness of infrastructure technologies including networking, storage, virtualization (e.g., VMware, Hyper-V), server management, cloud platforms (e.g., AWS, Azure, GCP), and modern practices such as infrastructure-as-code and hybrid cloud environments.

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;   
• Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
• Health: Global internal wellbeing programme, access to wellbeing apps;
• Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.

At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.