IT Operations Manager – Global Infrastructure (Network, Cloud/Server/IAM & DBA)

Want to help us bring happiness to the world? Want to join an ambitious and fast growing global biscuits and confectionery business investing heavily in iconic global brands, infrastructure and people? Then this is the place for you.

As proud bakers and chocolatiers and custodians of iconic global brands, we don’t compromise on the quality of ingredients in our products or on the people we hire. We are looking for entrepreneurial spirits who share our passion for bringing happiness to our consumers and who embody our Winning Traits.

To succeed at pladis you need to be purpose-led, resilient and positive to succeed here because we expect pace and agility, we insist on collaboration and demand accountability. If that is your thing, then pladis offers global ambition, a clear Vision and roadmap for success, challenge, and unrivalled opportunities to learn and make an impact

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Role Title: IT Operations Manager – Global Infrastructure (Network, Cloud/Server/IAM & DBA)

Site Introduction

In 2021, pladis proudly opened the doors to our vibrant global hub, the MIU Campus. Located in the heart of Chiswick Park, West London. Just a short 5-minute walk from Gunnersbury Station, our campus is nestled within 33 acres of beautifully landscaped gardens, offering a welcoming and inspiring environment for all. Chiswick Park is home to both our UK and Global Corporate teams, bringing together diverse teams across the business.

What will this role achieve?

The IT Operations Manager is accountable for the day-to-day operational delivery of global IT infrastructure services across five regions, ensuring stable, secure and high-performing Network, Cloud/Server and Database Administration (DBA) services. The role leads through strong service management, technical aptitude and vendor governance, coordinating multiple third party partners to meet agreed SLA/XLA commitments, drive continuous improvement and manage operational risk and managing delivery via 3rd party service partners.

What will be your key deliverables?

Operational Service Delivery

• Own day-to-day delivery for Network, Cloud/Server and DBA services across five global regions.

• Ensure services meet agreed targets across availability, performance, capacity and resilience.

• Drive operational consistency through standardised runbooks, change patterns, monitoring and escalation paths.

• Maintain end-to-end service visibility so issues are proactively identified and resolved.

Service Management & Incident Leadership

• Lead operational management of major incidents, problem management, change and release governance.

• Provide command-and-control during P1/P2 incidents, including recovery coordination, stakeholder updates and post incident reviews.

• Ensure operational readiness for new services, projects and transitions into BAU.

Vendor & Partner Management

• (subject to proposal) Management of the delivery of daily operational services via pladis principle service provider (TechMahindra)

• Manage multiple third-party partners delivering Network, Cloud/Server and DBA services.

• Run effective governance through service reviews, KPI/SLA/XLA performance management, escalation handling, dispute resolution and improvement action tracking.

• Coordinate cross-vendor working during incidents and complex changes to secure one-team outcomes.

Regional Stakeholder Management

• Act as an operational point of contact for regional Infrastructure leads and key business stakeholders.

• Translate business impact into operational priorities and provide transparent, crisp service updates.

Operational Risk, Compliance & Security Alignment

• Maintain operational controls supporting security, audit and compliance requirements.

• Ensure service partners follow agreed processes for access control, patching, backup/recovery and change governance.

• Identify operational risks and maintain a mitigation roadmap.

Continual Service Improvement & Efficiency

• Track an improvement backlog across reliability, performance, automation and cost optimisation.

• Promote proactive operations, monitoring maturity, event management, self-healing and reduced manual toil.

• Support financial transparency through run-cost drivers and cost-to-serve insight.

• Financial Responsibilities

  • No direct budget ownership specified. Supports financial transparency through forecasting input, run-cost drivers and cost-to-serve insights, working with the Head of I&O and vendors.

• People Management Responsibility

  • Number of direct reports: 0 currently specified
  • Number of dotted line reports: 0 currently specified
  • Leads cross-functional and vendor teams through operational governance and incident/change coordination; line management may apply depending on organisation design.

Bring your experience.

Essential

• Strong IT operations leadership experience covering Network, Cloud/Server and/or Database services in a complex enterprise environment.

• Proven capability in service management disciplines including Incident, Problem, Change and Service Level Management.

• Demonstrated expertise leading major incidents and multi team recovery activities.

• Significant demonstrable experience managing large scale third-party partners as primary delivery teams in an outsourced / managed service model.

• Strong governance capability across SLA/KPI management, operational reviews, escalations, continual improvement and commercial awareness.

• Evidence of managing multiple, conflicting operational issues concurrently and maintaining control under pressure.

• Ability to prioritise using business impact, risk and service criticality.

• Excellent stakeholder management and communication skills, including clear updates, executive summaries and effective escalation.

Desirable

• ITIL v3/v4 certification or demonstrable equivalent experience.

• Cloud certification(s), e.g. Azure or AWS.

• Operational security / governance exposure, e.g. ISO27001-aligned controls.

• Experience operating in a global, multi-region and multi vendor environment.

What will the interview process be?

• Initial Telephone call with Talent Acquisition

• 1st stage interview – 45 minutes competency-based interview based on our company values and your experiences.

• 2nd stage interview – 90 minutes – a technical interview to understand your skill set/case study or presentation interview.

pladis does also use both Psychometric and Aptitude tests to support our processes so you may be asked to complete these as part of your process. Some processes may differ, but we will keep you updated!

What does pladis offer you?

• Annual Incentive Plan (AIP) – this is the business’s annual bonus scheme.

• Opportunity to self-enrol into Health Cash Plan

• Private medical Insurance (if eligible by grade)

• Enhanced parental leave and a supportive phased return-to-work program to help colleagues balance family and career.

• Stakeholder Pension Scheme

• Life Assurance Cover ~ upon enrolment to Stakeholder Pension Scheme

• 25 days + bank holidays

• Holiday Enhancement Scheme

• 1 Volunteering Day per year

• Cycle to work scheme

• Discounted gym membership – Carlisle and Chiswick only

• Discount and Cashback Scheme – make your everyday spending work hard for you on major high street brands, supermarkets and services

• Access to Employee Assistance Programme

• Financial Wellbeing Support

• Access to great training and development opportunities

Our Values

• Purpose led – We’re energised and guided by our purpose to bring happiness with every bite

• Agile – We’re ever evolving, we never stand still, always improving for our customers and our consumers.

• Positive – We’re highly motivated optimistic, courageous, and we inspire each other to be better

• Resilient - We’re persistent in the face of setbacks, quick to adapt, learn and move forward

• Collaborative – We gain strength from operating as one pladis, winning and succeeding together

Best mix of ingredients

pladis is an equal opportunities employer, like every great recipe we’re a thoughtful mix. A happy and inclusive place to work that’s as diverse as our consumers and the communities we support, live and work in, all around the world. Where every voice is heard, and difference is celebrated. Where fresh perspectives and new ideas help us grow and thrive.

Accessibility at Chiswick: Our Chiswick site has step-free access, accessible entrances nad lifts between floors to support with individuals with mobility needs. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to receive other benefits and privileges of employment, and where possible to perform key job functions.

pladis is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.

We operate a strict Preferred Supplier List. If you are a recruitment agency and wish to submit candidate to be considered for this vacancy, you must have agreed to, and signed, our terms of business. We will not accept CVs from any other sources other than those currently on our PSL. We will not pay a fee for any candidate that has not been represented by a provider on our PSL.