Head of Technical Operations

We are seeking an experienced Technical Infrastructure Lead to take hands-on responsibility for the infrastructure and platform services supporting our global operations.

This is a senior technical role combining infrastructure engineering, solution design and operational leadership.

The successful candidate will actively configure, maintain, troubleshoot and improve our technology environment while providing technical direction to colleagues, project teams and managed service partners.

Working across a security-focused hybrid environment, the Technical Infrastructure Lead will ensure that our cloud, on-premises and workplace platforms remain secure, reliable, scalable and cost-effective.

The role requires someone who is equally comfortable designing a technical solution, implementing it and resolving complex operational issues.

The role does not primarily focus on people management. Its emphasis is on technical ownership, engineering quality and the successful delivery of infrastructure improvements.

What you'll do

• Act as the senior technical owner for the organisation's infrastructure and core platform services.
• Design, configure, maintain and improve cloud infrastructure.
• Provide hands-on support for complex incidents, performance issues and infrastructure failures.
• Perform root-cause analysis and implement permanent technical solutions.
• Maintain the stability, security and performance of production environments.
• Provide technical guidance and mentoring to other members of the IT team.
• Cloud and Microsoft platforms
• Administer and enhance Microsoft Azure, Microsoft 365 and associated cloud services.
• Configure and support identity, authentication and access services, including Microsoft Entra ID.
• Manage core services such as compute, storage, backup, collaboration and endpoint-management platforms.
• Implement appropriate monitoring, alerting, security and cost controls across cloud environments.
• Support the integration of Software-as-a-Service applications with the organisation's identity and security services.
• Identify opportunities to simplify the environment and make effective use of cloud-native capabilities.
• Infrastructure automation
• Automate routine infrastructure administration, deployment and reporting activities.
• Develop and maintain scripts and infrastructure-as-code templates where appropriate.
• Reduce manual configuration and improve the consistency and repeatability of technical changes.
• Maintain clear version control, testing and documentation for infrastructure automation.
• Continually identify opportunities to improve reliability and operational efficiency.
• Technical design and implementation
• Translate business and project requirements into secure, supportable technical solutions.
• Produce solution designs, implementation plans, configuration standards and technical documentation.
• Lead the technical implementation of infrastructure upgrades, migrations and new services.
• Review proposed solutions to ensure they meet architectural, operational and security requirements.
• Ensure new services are fully documented, monitored, backed up and supportable before entering production.
• Contribute practical technical expertise to wider transformation and change programmes.
• Networking and connectivity
• Provide technical oversight of LAN, WAN, wireless, internet and remote-access services.
• Work directly with managed network providers to diagnose incidents and implement changes.
• Review network configurations, designs and performance information to ensure services meet business and security requirements.
• Validate work completed by service providers and challenge proposed solutions where necessary.
• Maintain sufficient internal technical knowledge to ensure effective control of outsourced network services.
• Security and compliance
• Apply security-by-design principles to infrastructure configurations and technical solutions.
• Work closely with the Head of Cybersecurity, Information Security to implement vulnerability remediation, secure configuration and access controls.
• Support compliance with relevant frameworks and standards, including ISO 27001, NIST 800-53, NIST 800-171, Cmm C, Essential Eight and Cyber Essentials Plus.
• Maintain effective patching, hardening, privileged-access and configuration-management practices.
• Assist with security assessments, audits and the implementation of agreed corrective actions.
• Ensure technical changes follow appropriate security and change-control processes.
• Resilience and service continuity
• Monitor and report on infrastructure availability, capacity and performance and take action before issues affect users.
• Maintain and test backup, recovery and disaster-recovery arrangements.
• Participate in business-continuity exercises and implement lessons identified through testing.
• Improve platform resilience by identifying and addressing single points of failure.
• Provide senior technical support during major incidents and service-restoration activities.
• Lifecycle, asset and configuration management
• Maintain accurate technical documentation, infrastructure inventories and configuration records.
• Monitor product lifecycles and proactively address ageing or unsupported technology.
• Plan and deliver platform upgrades, replacements and technical-debt remediation.
• Ensure infrastructure licences, subscriptions and resources are appropriately allocated and cost-effective.
• Contribute to a practical infrastructure roadmap based on risk, supportability and business need.
• Supplier and delivery collaboration
• Work closely with managed service providers and technology suppliers on incidents, changes and improvement activities.
• Hold suppliers accountable for technical quality and agreed service outcomes.
• Review supplier recommendations and validate that proposed solutions are appropriate and cost-effective.
• Collaborate with project managers, security specialists, application teams and business stakeholders.
• Communicate technical risks, options and recommendations clearly to both technical and non-technical audiences.
• Expected outcomes

• The Technical Infrastructure Lead will help deliver

• Secure, stable and well-maintained infrastructure supporting global operations.
• Faster diagnosis and resolution of complex technical incidents.
• Reduced unplanned downtime and improved platform resilience.
• Greater automation and fewer repetitive manual administration activities.
• Consistent, documented and supportable infrastructure configurations.
• Effective patching, lifecycle management and remediation of technical debt.
• Strong alignment between infrastructure services and recognised security frameworks.
• Practical infrastructure improvements that balance security, performance, cost and business need.
• Reduced dependency on suppliers for internal technical knowledge and decision-making.

About You

You are an experienced infrastructure professional who enjoys remaining close to the technology.

You can take ownership of a complex technical problem, investigate it methodically and carry the solution through from design to implementation.

You combine strong engineering skills with the judgement required to make secure and supportable technical decisions.

You are comfortable leading technical work and influencing others, but you do not need a large team or purely managerial remit to make an impact.

You communicate clearly, document your work and understand that reliable technology depends on strong operational disciplines as well as good technical design.

What you'll bring

• Significant hands‑on experience in infrastructure engineering, technical operations or platform services.
• Strong practical knowledge of Microsoft Azure and Microsoft 365 and Saa S tooling and services.
• Experience administering identity and access services, preferably Microsoft Entra ID.
• Strong knowledge of cloud and hybrid infrastructure, including compute, storage, backup and networking.
• Experience troubleshooting complex infrastructure, authentication, connectivity and performance issues.
• Practical experience implementing infrastructure upgrades, migrations and platform improvements.
• Experience using scripting or automation technologies such as Power Shell and infrastructure-as-code tooling.
• A good understanding of networking concepts, including routing, switching, DNS, DHCP, firewalls, VPNs and secure remote access.
• Experience with monitoring, patch management, vulnerability remediation and secure configuration.
• Knowledge of disaster recovery, backup and business-continuity practices.
• Experience working within change, incident and problem-management processes.
• Experience collaborating with managed service providers and specialist technology suppliers.
• An understanding of security frameworks such as ISO 27001, CMMC, NIST, Essential Eight or Cyber Essentials Plus.
• The ability to produce clear technical designs, implementation plans and operational documentation.
• Relevant Microsoft, cloud, networking or security certifications would be advantageous, but equivalent practical experience is equally valued.

What you're good at

• Taking personal ownership of technical issues and seeing them through to resolution.
• Moving confidently between solution design and hands‑on implementation.
• Diagnosing complex problems across interconnected services.
• Building secure, resilient and supportable infrastructure.
• Automating repetitive work and improving operational consistency.
• Explaining technical risks and options in clear business language.
• Challenging suppliers constructively and validating the quality of their work.
• Balancing security, reliability, user experience and cost.
• Sharing technical knowledge and raising engineering standards across the team.
• What You’ll Get

A competitive salary and benefits package that includes 27 days holiday per year, pension contributions, private healthcare, discounted dental insurance, enhanced maternity/parental leave, plus a whole host of others including:

• Cultural stimulation allowance - £250 per person per year
• Half days off before bank holidays
• Emergency care days for dependants
• Up to 5 days volunteering leave per year to work for a registered charity
• Up to 10 days special emergency leave per year
• Season Ticket loan
• Payroll Giving Scheme
• Thursday drinks to unwind and socialize
• An annual Summer and Christmas party
• Our commitment to Diversity and Inclusion sees us offer inclusive bank holidays

We also offer learning opportunities around D&I, targeted mentoring programmes and the opportunity to participate in several active Employee Led Networks and associated events.

Finally, this role will be supported with all the necessary personal development required to set someone up for success.

About M&c Saatchi Group

M&C Saatchi Group is a creative company that connects specialist expertise, fuelled by data, technology, and culture, to help clients navigate, create, and lead meaningful change.

The Group operates across five core divisions: Connected Creativity; Passion Marketing; Global & Social Issues; Brand, Experience & Innovation; and Performance Media.

Headquartered in London, operations span 23 countries with major hubs in the UK, Europe, US, Middle East & Africa, Asia and Australia.

M&C Saatchi Group’s two principles, Diversity of Thought and Brutal Simplicity of Thought, guide how they build teams and solve problems.

M&C Saatchi Group is an Equal Opportunity Employer which does not discriminate, celebrates diversity and bases all hiring and promotion decisions solely on talent and capability, without regard for any personal characteristics.

All employee information is kept confidential according to General Data Protection Regulation (GDPR).

M+C Saatchi Group was founded in 1995 and is now the biggest Independent creative agency group in the World. Founded on one core principle, Brutal Simplicity.

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