Job Description

Become a change maker and join Node4.

Node4 providers cloud, colocation, connectivity and commutation solutions, delivered across a national MPLS network powered by our industry leading data centres based in Derby, Wakefield and Northampton. Node4 are one of the UK’s fastest growing privately owned technology-based companies and were recently ranked 45th in the prestigious Sunday Times Tech Track 100 index.

As we expand into new markets and introduce new solutions into our product range, we have a requirement to engage a seasoned Team Leader to assist in the operational running of our Infrastructure Platform Team.

This is the ideal role for an experienced professional looking to join a dynamic team within a rapidly growing, award-winning and highly accredited company. You will have the opportunity of leading a team that works with cutting edge infrastructure platform technologies in an exciting and dynamic environment

The Infrastructure Platform team provides 3rd and 4th line technical escalation, delivering the reliable operation and lifecycle management of core infrastructure platforms that are foundational to our shared, private and hybrid-cloud solutions. The team is accountable for compute virtualisation platforms, enterprise storage services, and backup and disaster recovery solutions that underpin customer‑facing and business‑critical services.

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 unauthorised 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.

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