At a Glance
- Tasks: Lead a dynamic team in delivering top-notch IT services and solutions.
- Company: Join Node4, a rapidly growing tech company with a vibrant culture.
- Benefits: Enjoy hybrid working, private health insurance, and 25 days holiday plus your birthday off.
- Other info: Be part of a diverse workforce with excellent growth opportunities and fun social events.
- Why this job: Make a real impact in tech while developing your career in a supportive environment.
- Qualifications: Experience in leading technical teams and managing IT service operations.
The predicted salary is between 60000 - 75000 £ per year.
About the role
The Infrastructure Platform Team Leader provides day-to-day operational leadership, technical oversight, and people management for a high performing, customer focused technical team delivering Incident, Problem, Change, and Service Request fulfilment. Acting as the primary operational escalation point, the role combines hands-on technical leadership with close collaboration across teams to ensure ITIL aligned, stable, and high-quality service outcomes delivered in line with agreed SLAs, OLAs, and contractual commitments.
Key Tasks & Responsibilities
- People Leadership
- Provide effective line management, including regular 1-to-1s, performance reviews, development planning, wellbeing support, and objective setting aligned to service outcomes and customer satisfaction.
- Coach and mentor team members to develop technical depth, customer-facing capability, and career progression, maintaining skills matrices and development plans aligned to service needs and technology roadmaps.
- Ensure team members have clear roles, responsibilities, service ownership, and escalation paths, fostering accountability and consistent ITIL-aligned ways of working.
- Oversee and coordinate operational activity within the team, allocating and prioritising work and managing on-call rotas and skills coverage to balance operational demand, project activity, and individual capability, ensuring sustainable workloads, timely resolution, and resilient, ITIL-aligned service delivery.
- Promote a proactive, collaborative, and customer-focused service culture, fostering accountability, prevention-focused working, knowledge sharing, and continual improvement to balance service stability and customer outcomes.
- Support recruitment, onboarding, and knowledge transfer, ensuring new and existing team members are equipped to deliver high-quality managed services.
- Service Operations
- Own day-to-day Service Operations, ensuring Incidents, Service Requests, Problems, and Changes are logged, prioritised, managed, and resolved in line with agreed SLAs, OLAs, KPIs, and contractual commitments.
- Act as the primary operational and technical escalation point, supporting Major Incident Management through technical coordination and recovery activities, while ensuring accurate, consistent, and timely communication to stakeholders, including post-incident reporting and service review inputs.
- Monitor service performance, incident trends, workload, capacity, and operational metrics, proactively identifying risks, degradation, and improvement opportunities.
- Drive effective Problem Management, ensuring recurring incidents and systemic issues are identified, root causes analysed, and permanent fixes or workarounds implemented to reduce future service risk.
- Ensure all changes to live services follow the agreed Change process, reviewing and approving changes for quality, risk, impact, and rollback suitability, representing the team at CAB where required, and maintaining high change success rates by preventing authorised or poorly controlled changes.
- Provide operational insight, metrics, and performance data to support Service Reviews, Continual Service Improvement, and customer assurance activities.
- Technical Leadership
- Provide technical assurance across supported platforms, infrastructure, and services, maintaining sufficient technical depth to support troubleshooting, peer review, and sound decision-making.
- Review and approve technical changes and implementations, ensuring alignment to security, resilience, and industry best-practice principles.
- Support platform lifecycle management, including patching, capacity planning, upgrades, and roadmap input across managed infrastructure platform estates.
- Drive adoption of standard builds, reference architectures, tooling, and templates to reduce operational risk, cost, and complexity.
- Champion and deliver automation to improve efficiency, reliability, and cost-effectiveness of technical operations.
- Assist in identifying and addressing technical debt, proactively improving platform stability, maintainability, and scalability.
- Ensure technical documentation, runbooks, and operational procedures are accurate, maintained, and consistently followed.
Required Skills & Experience
- Proven experience leading or supervising a technical operations or infrastructure team, including 3rd/4th line or senior escalation functions.
- Hands-on experience with Incident, Problem, Change, and Service Request Management, including managing operational workloads within agreed SLAs.
- Experience operating within an MSP or outsourced IT services environment, supporting multiple customers simultaneously.
- Demonstrable leadership during high-impact customer incidents, with a strong understanding of SLAs, OLAs, and customer service expectations.
- Understanding of security, resilience, and business continuity principles.
- Strong hands-on technical experience across:
- Virtualisation (VMware, Hyper-V, Nutanix, Openstack)
- Enterprise storage arrays (SAN/NAS) and protocols (iSCSI, NFS, NVME)
- Backup and Disaster Recovery platforms (Veeam, Commvault, Zerto, Cloud Director Availability)
- Experience mentoring, coaching, and developing engineers in a service-driven operational environment.
- Analytical mindset with the ability to use service data to drive improvements.
- Organised and structured approach to workload, priorities, and service delivery.
Beneficial Skills & Experience
- ITIL Foundation or higher certification, with practical experience applying ITIL practices in an operational environment.
- Experience working with ITSM tools (e.g. ServiceNow or equivalent), including incident, change, and service reporting workflows.
- Experience participating in governance and service forums, such as CAB, Post-Incident Reviews (PIRs), and Service Review meetings.
- Formal leadership or management training, or equivalent experience gained through people leadership roles.
- Relevant technical or service management certifications aligned to infrastructure, operations, or service delivery.
- Experience driving operational improvement or service transformation initiatives, including process optimisation and continual service improvement.
- Experience supporting customer audits, assurance activities, or regulatory requirements.
What can we offer you?
- Hybrid Working
- Private Medical Insurance or Company Paid Health Cash Plan
- Employee Assistance Program
- 25 days holidays plus your birthday off
- Option to purchase additional holiday (up to 5 days)
- Company Pension Scheme
- Life Assurance x 4
- A diverse workforce
- Employee investment with Node4 training Academy
- Family savings and shopping discounts through the Node4 benefits portal.
- Discounted Gym Membership
- Modern facilities with open and welcoming breakout areas
- Company Social events
- Never ending supply of hot and cold drinks, biscuits, sweets, and fruit
Why join Node4?
Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust. Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.
Infrastructure Platform Team Leader United Kingdom · employer: risual Limited
Node4 is an exceptional employer that prioritises employee growth and well-being, offering a vibrant work culture where passion for technology and customer service thrives. With benefits like hybrid working, private medical insurance, and a commitment to continual development through the Node4 training Academy, employees are empowered to excel in their careers while enjoying a supportive and collaborative environment. Located in the UK, Node4 fosters a diverse workforce and provides modern facilities, ensuring a fulfilling and rewarding workplace experience.
StudySmarter Expert Advice🤫
We think this is how you could land Infrastructure Platform Team Leader United Kingdom ·
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works at Node4. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to discuss your hands-on experience with Incident, Problem, Change, and Service Request Management. Share specific examples of how you've tackled challenges in the past.
✨Tip Number 3
Be proactive! If you see a role that fits you, don’t wait for the perfect moment. Apply through our website and follow up with a friendly email expressing your enthusiasm. It shows initiative and keeps you on their radar!
✨Tip Number 4
Prepare for interviews by brushing up on ITIL practices and your technical knowledge. Be ready to discuss how you can contribute to maintaining high-quality service outcomes and improving operational efficiency at Node4.
We think you need these skills to ace Infrastructure Platform Team Leader United Kingdom ·
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of Infrastructure Platform Team Leader. Highlight your experience in leading technical teams and managing incidents, problems, and changes. We want to see how your skills align with our needs!
Showcase Your Leadership Skills:In your application, don’t forget to showcase your people management skills. Talk about how you've coached and mentored team members in the past. We love seeing examples of how you’ve fostered a collaborative and customer-focused culture!
Be Specific About Technical Experience:When detailing your technical experience, be specific! Mention the platforms and tools you’ve worked with, like VMware or Veeam. We’re looking for hands-on experience that aligns with our tech stack, so make it clear!
Apply Through Our Website:Finally, make sure to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at risual Limited
✨Know Your ITIL Inside Out
Since the role heavily revolves around ITIL practices, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL principles in past roles, especially in Incident, Problem, Change, and Service Request Management.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading technical teams. Discuss how you've managed performance reviews, coaching, and development planning, as well as how you've fostered a customer-focused culture within your team.
✨Demonstrate Technical Proficiency
Be ready to dive into your hands-on experience with technologies like VMware, SAN/NAS, and backup solutions. Prepare to discuss specific challenges you've faced and how you resolved them, showcasing your technical depth and decision-making skills.
✨Highlight Your Problem-Solving Approach
Think of instances where you've identified recurring incidents and implemented permanent fixes. Be prepared to explain your analytical mindset and how you've used service data to drive improvements in service delivery.
