The resource will lead the planning, coordination, and delivery of application maintenance and modernisation initiatives across a Microsoft Azure estate. The role will act as the primary onshore point of contact for client stakeholders, driving technical discussions, managing programme governance, and ensuring successful delivery of OS, database, application, and .NET platform upgrades. The individual will work closely with business users, ITS teams, testing teams, security teams, and delivery resources to manage dependencies, risks, and release activities. Key Responsibilities: 1. Client Engagement & Stakeholder Management Act as the primary onshore liaison between the client and delivery teams. Lead technical and programme governance meetings. Engage with client architects, infrastructure teams, DBAs, security teams, and business stakeholders. Manage stakeholder expectations and provide regular status updates. Facilitate decision-making and issue resolution. 2. Programme & Delivery Management Plan and coordinate multiple concurrent upgrade and maintenance workstreams. Manage project schedules, milestones, RAID logs, and delivery plans. Track dependencies across application, infrastructure, database, security, and testing teams. Ensure adherence to agreed timelines, scope, and quality standards. Produce programme-level reporting and executive updates. 3. Technical Leadership Review and oversee: -Windows Server upgrades -SQL Server/Database upgrades -.NET upgrades (.NET 8 to .NET 10) -Application platform upgrades -Azure infrastructure changes Challenge and validate technical designs and implementation approaches. Coordinate technical assessments, architecture reviews, and deployment planning. Drive resolution of technical risks and blockers. 4. Service Management & Governance Manage ServiceNow-related activities including: RITMs RFCs CAB approvals Release management Ensure compliance with client ITIL processes. Coordinate deployment and hypercare activities. 5. Risk & Dependency Management Maintain programme risk and dependency registers. Identify delivery risks and mitigation strategies. Escalate issues proactively to client and supplier leadership. Ensure client-owned actions are tracked and completed. Essential Skills & Experience 1. Technical Strong understanding of Microsoft Azure infrastructure and cloud services. Experience managing Windows Server and SQL Server upgrade programmes. Knowledge of application modernisation and .NET technologies. Familiarity with enterprise application architectures and integration patterns. Understanding of security, networking, and infrastructure concepts. 2. Delivery & Management 10+ years of experience in project/programme delivery. Experience managing large-scale application upgrade or transformation programmes. Strong stakeholder management and client-facing experience. Experience operating within ITIL-based environments. Experience with ServiceNow change and release processes. Strong RAID, planning, reporting, and governance skills. 3. Communication: Excellent client-facing communication skills. Ability to communicate technical concepts to non-technical stakeholders. Strong workshop facilitation and negotiation skills. Executive-level reporting experience. Preferred Qualifications: PMP, Prince2 Practitioner, or MSP certification. Microsoft Azure Fundamentals, Administrator, or Solutions Architect certification. ITIL Foundation or ITIL Managing Professional certification. Agile or Scrum certification. Ideal Candidate Profile: The ideal resource will be someone who has previously led application upgrade and modernisation programmes in Azure, can comfortably engage with client technical leaders, understands OS, database, and .NET upgrade impacts, and can simultaneously perform Programme Manager, Technical Lead, and Client Engagement Manager responsibilities. This is often found in profiles titled: Technical Programme Manager Technical Delivery Manager Application Modernisation Lead Senior Technical Project Manager Cloud Transformation Manager Azure Delivery LeadTechnology Lead in Cardiff employer: Infosys Pontoon
As a Service Manager within the Markets, Intelligence and Enforcement (MIE) Product Group, you will thrive in a dynamic work culture that prioritises operational excellence and innovation. Our commitment to employee growth is evident through continuous training opportunities and a collaborative environment that encourages knowledge sharing and professional development. Located in a vibrant area, we offer a unique blend of competitive benefits and a supportive team atmosphere, making us an exceptional employer for those seeking meaningful and rewarding careers in IT service management.
