HTB IT Operations & Infrastructure Manager

Role

Role purposeThe IT Operations & Infrastructure Manager plays a key role in ensuring the HTB Group's IT systems are effective, secure and scalable. As the second-in-command to the Head of IT, this role leads on infrastructure, service operations, compliance and IT project delivery. It provides strategic oversight of IT operations, making sure technology meets the needs of the organisation while maintaining high levels of performance, security and governance. The postholder will drive efficiency, resilience and innovation in IT services, supporting the organisation’s long-term IT strategy and operational effectiveness.Key deliverablesTechnical:

• Ensure high availability, security, and performance of all IT infrastructure and services.
• Maintain and optimise cloud platforms, networks, servers, and enterprise applications.
• Implement and manage IT service management (ITSM) processes, including incident, problem, and change management.
• Oversee business continuity and disaster recovery (BCDR) planning and testing.
• Manage the asset register, ensuring all hardware and software are tracked and maintained.
  
  

Governance

• Ensure IT systems comply with GDPR, Cyber Essentials, and work towards ISO 27001 standards.
• Conduct regular IT risk assessments, audits, and policy reviews, ensuring compliance with organisational and regulatory standards.
• Maintain IT governance processes, including software licensing and hardware lifecycle management.
  
  

Project & Change Management

• Lead IT infrastructure and operational projects, ensuring they are delivered on time and within budget.
• Collaborate with stakeholders to define business requirements and align IT solutions accordingly.
• Oversee IT change management, ensuring minimal disruption to business operations.
• Drive digital transformation initiatives, optimising infrastructure and IT operations.
  
  

Vendor & Supplier Management

• Manage relationships with outsourced IT support providers, ensuring SLAs and performance targets are met.
  
  

Leadership & Development

• Provide mentorship and guidance to junior IT staff, fostering a culture of learning and professional development.
• Engage with key stakeholders across the organisation to ensure IT services meet evolving needs.
• Drive a continuous improvement mindset, identifying and implementing efficiencies in IT operations.Core behavioural competenciesOne Team
• Leads by example, living out the HTB Group’s values and ensuring IT is a trusted, supportive partner to all departments.
• Respects and values every colleague, regardless of background, role, or viewpoint, and fosters a culture where all team members do the same.
• Works collaboratively, ensuring IT operates as a seamless part of the wider organisation, actively engaging with teams to understand and support their needs.
• Demonstrates servant leadership, putting the mission above personal preference and stepping in wherever needed to support the team and organisation.
  
  

Always Growing

• Takes responsibility for personal and professional growth, staying up to date with evolving technology and best practices in IT, leadership, and security.
• Seeks out and welcomes feedback, using it as a tool for continuous improvement. Encourages a learning culture within the IT team.
• Generously shares time and expertise, investing in the development of junior team members and colleagues across the organisation.
• Champions innovation, exploring new technologies and approaches to improve IT services and support the organisation’s vision.
  
  

On a Mission

• Shows commitment and flexibility, willingly adapting to meet the evolving needs of the HTB Group and prioritising the mission over personal projects.
• Gracious under pressure, responding to challenges and setbacks with resilience, patience, and a solutions-focused approach.
• Proactively identifies opportunities to improve IT operations, ensuring systems, processes, and infrastructure are fit for purpose, scalable, and mission-enabling.
• Thinks ahead, anticipating future technology needs and ensuring IT is positioned to support the growth and impact of the organisation.Essential skills, experience & knowledgeProven ability to lead and mentor IT teams, fostering a collaborative culture
  
  

Experience managing cross-functional teams and outsourced providers

Strong knowledge of networking, server infrastructure, cloud technologies (Microsoft 365, Azure)

Experience with network upgrades, device management (MDM), SSO integration

Hands-on experience in IT service management, incident resolution, service reviews

Ability to streamline and optimise IT resource management, asset tracking, support functions

Strong understanding of cybersecurity principles, governance frameworks (ISO 27001, Cyber Essentials), GDPR compliance

Experience conducting IT risk assessments, system audits, policy development

Track record in leading and delivering IT infrastructure projects within scope, time, budget

Skilled in business process automation, system migrations, change management

Ability to translate complex IT concepts into clear, actionable insights for non-technical audiences

Experience working with senior leadership to align IT with organisational goalsDesirable skills, experience & knowledgeITILv4 or Prince2 certification

Experience working within a charitable, non-profit, or public-sector environment

Knowledge of enterprise applications, ERP systems or CRM platforms

Experience managing IT budgets and optimising technology spend

Familiarity with emerging technologies and trends in digital transformation

Understanding of DevOps, automation, and scripting languages for infrastructure management

Experience implementing hybrid cloud or multi-cloud strategies

Knowledge of identity and access management (IAM) solutions

Ability to support large-scale IT events, ensuring smooth technical operations

Familiarity with vendor contract negotiation and supplier management

Experience with cybersecurity frameworks beyond ISO 27001, such as NIST or CIS controls

Passion for continuous improvement and professional development