Head of IT Infrastructure in London

As Head of IT Infrastructure, you will be the operational anchor of the team: owning the infrastructure and security estate across all 28 properties, managing a small internal team, and working closely with the VP of IT to shape the direction of the function as it grows. This role suits someone equally comfortable reading a switch config and running a team meeting, ready to take on real ownership in a fast‑moving business. Based in our London Bridge office five days a week, with occasional travel to European properties when required.

Responsibilities

• Team & Operational Leadership
  • Serve as the operational day‑to‑day lead for the IT team, acting as the VP of IT's right hand.
  • Manage and develop a small team of property IT technicians.
  • Act as a key point of escalation for property teams and hotel operations across the estate.
  • Run the weekly IT operational rhythm: incident review, workload prioritisation, team check‑ins.
  • Step up as VP IT cover when required, including stakeholder and executive‑level escalations.
  • Build the processes and culture that make the team reliable and scalable.
• Network & Connectivity
  • Own the network infrastructure across all properties: switching, routing, VLANs, and Wi‑Fi platforms.
  • Manage ISP and network provider relationships, holding them to SLA.
  • Lead circuit provisioning and fault resolution for new openings and existing sites.
  • Evaluate connectivity performance across the portfolio and lead improvement initiatives.
• Cloud Infrastructure & Endpoints
  • Own the Azure and Microsoft 365 environment: Entra ID, Intune, Defender, Exchange Online, Teams.
  • Manage the endpoint estate across corporate and property devices.
  • Maintain and evolve backup and disaster recovery arrangements for Tier 1 systems.
  • Support pre‑opening IT builds end to end: network, telephony, CCTV, access control, AV and TV.
• Security Operations
  • Own day‑to‑day security operations: email security, endpoint detection and response, and threat monitoring.
  • Manage the MDR platform and act as first responder on security incidents.
  • Lead phishing and social engineering incident response, including guest data breach coordination.
  • Drive the security awareness training programme across the business.
  • Manage MFA, conditional access policies, and identity governance across M365.
• Supplier & Vendor Management
  • Own operational relationships with managed network and technology providers, holding them to SLA.
  • Manage cloud telephony, IPTV/casting platforms, access control and CCTV infrastructure operationally.
  • Support the VP of IT in contract reviews, renewals, and supplier rationalisation decisions.
• Documentation & Knowledge
  • Build and maintain infrastructure documentation, network diagrams, and system runbooks.
  • Establish IT operational processes and embed them consistently across the team.
  • Ensure institutional knowledge is captured, structured, and accessible.

THE FIRE YOU CARRY

• Infrastructure and security leadership
• Team development and technical mentoring
• Operational ownership and accountability
• Stakeholder communication across technical and non‑technical audiences
• Incident management and outage communication
• Cross‑functional collaboration
• Strong technical credibility in enterprise environments

YOUR PROVEN TRACK

• 6+ years in IT infrastructure or network engineering, with clear progression into a senior or lead position
• Hands‑on networking: Cisco or equivalent switching and routing, VLANs, Wi‑Fi controller platforms
• Strong working knowledge of Azure and Microsoft 365: Entra ID, Intune, Defender, Exchange Online
• Direct experience leading and developing a small technical team
• Hands‑on experience managing phishing, endpoint compromise, and data breach incidents
• Proven ability to manage competing priorities across a multi‑site environment
• Able to work autonomously, prioritise effectively, and make sound decisions without constant escalation

DESIRABLE ADDITIONAL QUALIFICATIONS

• Multi‑site or hospitality IT background: PMS integration, guest Wi‑Fi, door access, F&B systems
• Experience with MDR platforms: Huntress, CrowdStrike, SentinelOne, or similar
• Cloud telephony deployment or management experience
• ITIL Foundation or above, applied in a real operational environment
• Pre‑opening or greenfield IT build experience
• Scripting or automation: PowerShell, Python
• European language: German, French, Czech, or Spanish

WHAT WE LOOK FOR

We value individuals who can hold a vision, appreciate atmosphere, and want their work to have impact. If you are comfortable with change, motivated by ideas, and focused on crafting meaningful guest experiences, you will do well here.