Senior Infrastructure Manager

Royal Mail and our evolving journey

With a long and proud history, Royal Mail is one of the most visible and trusted brands in the UK. We keep people and businesses connected every hour of every day and we’re passionate about harnessing technology to deliver the best possible results for our customers.

Our business is thriving by continuously adapting and adopting advanced technology. We reach every delivery point in the UK and have over 30 million customer touch points per day. We have 165,000 employees, 80,000 PDA’s and 30,000 end IT users. We are in an exciting period of transformation with significant growth in parcel & packet volumes and online services and we’re focusing on investing in the security, technology, processes, and people that are going to help us continue to achieve great things and grow our business. 

We have the UK’s largest “Feet on the Street” network of over 85,000 postmen and women and the lowest reported carbon emissions per parcel of any major UK delivery company. We are committed to providing sustainable services as we deliver against our environmental ambitions. We are investing in technologies such as electric vehicles and drones.

The RMG Technology team are influencing and helping drive the changes across the business as new solutions and services and new ways of working are defined and delivered and we need talented, experienced people who can work at pace and scale to join us and help achieve our goals.

Role: Senior Infrastructure Manager

Job Purpose

The Senior Infrastructure Manager (Data & Voice Networks) will be subject matter experts and display extensive technical knowledge and experience of their technical area. They will perform proactive management of the RMUK Network, delivering Infrastructure Transformation Programmes with accountability for multi-million-pound budgets and will be required to liaise with numerous stakeholders via established Governance Forums –

• Infrastructure Architecture: work closely with them to ensure they understand current landscape and ensure maximum value is realised. Conversely infrastructure managers need to advise Infrastructure architecture on where improvements are required to improve service delivery (in terms of fixing repeat incidents, security vulnerabilities, capacity challenges)
• Infrastructure Managers – Senior Infrastructure Managers will provide day to day management of a team of Infrastructure Managers providing clear guidance to the delivery of Infrastructure Transformation Programmes and to ensure that network services are available and performant to underpin critical RMUK services
• Business Portfolios: work with them to ensure that when developing and launching new products and services that their programmes confirm to good solid infrastructure standards - solid foundations as well as longevity of investment.
• Supplier and Partners – Senior Infrastructure Managers will sponsor supplier-led programmes, building strong relationships and working collaboratively with them when making technology related decisions / service improvement plans.
• Service Management - act as the central point of contact when making technology related decisions / service improvement plans (incidents, change, etc). - Infrastructure Managers will be ‘by default actively involved during Major incident management or service restoration.

In summary each Senior Infrastructure Manager will own, govern, drive and be seen as a focal point for their specific technology tower

Key Accountabilities

• Processes, Procedures and Standards Adhere to the Service Delivery/Technology procedures, processes and standards and ensure there is consistency across the towers.
• Detailed Tower Roadmap Develop a detailed Roadmap for your respective Infrastructure Tower, detailing planned initiatives, EOL components, Risks, Issues and areas of opportunity
• Contractual Commitments Working with the Technology Supplier Management, develop a clear understanding of the contractual commitments for your respective Infrastructure Tower. – where applicable have good knowledge of SLAs.  Act as the lead for your tower on the annual Market Rate Analysis project.
• Risk & Issue Management Identify and report all risks and issues (provide severity and likelihood) related to your tower that introduce risk, identify mitigation plans and associated cost of remediation

• Developing Relationships Actively contribute to cross functional forum to develop good working relationships with the following key stakeholders:  service management, customers, suppliers, Portfolio’s, Infrastructure Architecture and business partnering. This will ensure a constructive platform exists for providing valuable input into service improvement plans.
• Subject Matter Expert Establish yourself as subject matter expert for your respective infrastructure tower - have clarity in matters such as current technology landscape, support arrangements, configuration, incident history and future plans.
• Professional Development Manage your professional development and identify opportunities (training courses, seminars, conferences etc) that will enable you to remain a subject matter expert for your respective infrastructure tower.
• Stakeholder Engagement Identify interested parties / stakeholders for each tower and utilise them as a source of information and to support your decision / recommendation process.
• Tower Integration Establish and attend regular matrix infrastructure tower meetings to promote the visibility of each tower’s activity across the team.
• Project Delivery Framework and Sign-Off Authority Ensure you have an involvement in of PDF / Gating process for new services or major changes to existing services. Establish themselves as a key authority for reviewing and approving high risk infrastructure change and approving the introduction of new services.

• Reporting Undertake proactive capacity management reporting for your respective infrastructure tower to ensure business demand will not be negatively impacted
• Monitoring & Visibility ensure that you have appropriate tooling to provide visibility across your technology tower to support incident resolution

Reports to Head of Infrastructure

Key dimensions

Lead and manage a team

Ability to create high performing virtual teams across multiple Suppliers and vendors to ensure successful Service delivery

Key competencies

• ITIL Managing Across the Lifecycle accreditation

• Core Skills Technical training e.g., MPLS, SDWAN, SDCI, Switching, Routing, Load Balancing, IPAM, LTE, Private 5G, Private APN, zScaler ZPA, z Scaler ZIA, SASE, VOiP/SIP, IVR, Voice Recording, Call Centre Technologies, Mobile Data Management, Mobile Device Management, Enterprise FW, Azure VNET's, GCP VPC, IaC, SDN

Location – Sheffield- Hybrid

TECH YOU’D NEVER EXPECT

We’re evolving, transforming and working together to innovate and provide a service our customers can trust and recommend. This is tech you’d never expect from Royal Mail pushing the boundaries and delivering a First-Class delivery service.

We are an inclusive employer with equality, diversity and fairness at the heart of our values and we’re proud to be recognised in The Times Top 50 Employers for Women 2021 for an 8th consecutive year. We welcome applications from individuals from diverse backgrounds and are committed to promoting fair participation and equality of opportunity for all our job applicants. 

We are happy to support flexible working and would welcome having a conversation with you about how we could support your needs.