The Head of Infrastructure and Operations is responsible for leading the design, delivery, and continuous improvement of MM Flowers’ technology infrastructure and operational systems. This role ensures that the company’s IT foundations are secure, scalable, and resilient to support business growth, digital transformation, and operational excellence.

The position combines strategic planning with hands‑on leadership, ensuring infrastructure and operations deliver reliable, high‑performing technology services across the organisation. This includes oversight of infrastructure, security, and operational teams as well as relationships with key vendors, service providers, and business stakeholders.

The role acts as a bridge between business needs and technology delivery — enabling innovation while maintaining compliance, security, and performance excellence.

Responsibilities

• Develop and deliver the IT infrastructure and operations strategy in alignment with business goals and digital transformation initiatives.
• Ensure all systems are designed and managed to meet future scalability, sustainability, and innovation requirements.
• Maintain high service availability, resilience, and performance across all infrastructure and IT operations.
• Drive automation, cost efficiency, and continuous improvement across all infrastructure processes and systems.
• Ensure infrastructure and data security standards are implemented and maintained, aligning with company and legal requirements.
• Oversee governance, compliance, and risk management within the IT operations function.
• Build and manage strong partnerships with key vendors, managed service providers (MSPs), and internal stakeholders.
• Ensure vendors deliver against agreed SLAs, performance, and cost targets.
• Lead and develop a high‑performing infrastructure, security, and operations team (approx. eight direct and indirect reports).
• Foster a collaborative, innovative, and service‑focused team culture.
• Drive continuous improvement and enable digital transformation through modernisation and cloud adoption.
• Ensure clear metrics, reporting, and accountability across service delivery and infrastructure performance.
• Define and implement the strategic roadmap for infrastructure, security, and IT operations.
• Translate business requirements into reliable, scalable, and cost‑effective technology solutions.
• Collaborate with the CIO and leadership teams to deliver projects that enable business growth and transformation.
• Oversee the design, build, and operation of the company’s technology infrastructure (networks, servers, cloud environments, data centres, and endpoints).
• Ensure infrastructure availability, performance, and security meet agreed service levels.
• Lead incident management processes and ensure rapid, effective response to minimise business disruption.
• Champion the adoption of modern infrastructure technologies, including cloud platforms and automation tools.
• Work closely with internal and external partners to maintain compliance with cyber security standards and frameworks.
• Implement and oversee vulnerability management, patching, and system hardening programmes.
• Ensure all systems comply with data protection, privacy, and regulatory standards.
• Manage key vendor relationships, including Managed Security Service Providers (MSSPs) and Managed Service Providers (MSPs).
• Negotiate and oversee infrastructure contracts and service agreements to ensure value for money and service excellence.
• Review vendor performance regularly and identify opportunities for improvement or consolidation.
• Lead, coach, and develop the Infrastructure and Operations team to achieve departmental and company objectives.
• Set clear priorities and KPIs, ensuring team accountability and ownership.
• Create a high‑performance culture that encourages innovation, collaboration, and professional development.
• Define and track KPIs for service performance, incident response, cost efficiency, and user satisfaction.
• Produce regular reports on infrastructure performance, project delivery, and risk mitigation for senior leadership.
• Identify areas for improvement and implement solutions to enhance uptime, resilience, and scalability.
• Champion automation, cloud migration, and digital transformation initiatives.
• Lead change management within infrastructure and operations to improve agility and responsiveness.
• Drive best practices across all IT disciplines to achieve operational excellence.

What you can already do

• 8+ years of experience in an infrastructure or IT operations leadership role.
• Proven track record in designing, implementing, and managing enterprise infrastructure solutions.
• Experience leading service delivery and infrastructure teams in a fast‑paced, multi‑site environment.
• Strong knowledge of IT service management (ITSM) and operational frameworks.
• Experience managing budgets, vendors, and service contracts.