About Us - Our Business: Glen Dimplex is a privately owned, international group headquartered in Ireland which operates across four main product areas: Heating & Ventilation, Consumer Appliances, Flame and Precision Cooling. Glen Dimplex is one of the world's leading manufacturers of electric heating appliances and is a global leader in the development and delivery of low carbon solutions for space and water heating, cooling, and ventilation. Our purpose is to be a leader in the transition to a more sustainable world. This is underpinned by our ‘Empower Now’ Sustainability strategy. The Glen Dimplex values are important guiding principles and define the way all employees across the Group work: We Think Customer | We Care About People | We Value Innovation | We Keep It Simple. Details of brands and our can be found on our website. The Role:As the Senior IT Infrastructure & Service Manager, you will lead a team of 4, comprising an Infrastructure Engineer, a Cloud Platform Lead, a Network Engineer, and a Service Engineer. You will manage key global infrastructure projects and serve as the Subject Matter Expert (SME) for infrastructure across all divisions. You will ensure our systems are robust, resilient, and high performing to meet the evolving needs of the group.You will report directly to the CITO with a dotted line into the Head of Cyber SecurityThe Senior IT Infrastructure & Service Manager will oversee the day-to-day activities of the Infrastructure & Service Team and will be responsible for ensuring that the Global group businesses' infrastructure, including Data Centres, Azure, Servers, Networks, Storage, Microsoft 365, and related systems, are robust, resilient, and high performing to meet the evolving needs of the group. You will work in partnership with Group Security, ERP, and IT teams in the business divisions to ensure the underlying infrastructure works reliably and securely.Responsibilities:
Manage and maintain Global Infrastructure services, including Active Directory, Azure Cloud, On-premise infrastructure, Networks (WAN & LAN), and Microsoft 365.
Support the development and implementation of a new zero trust WAN solution to improve security and simplify the onboarding of acquired entities, in collaboration with the Group Cyber Security team.
Assist in the ongoing migration of server infrastructure in line with the Cloud Strategy.
Support the migration of standalone O365 tenants to the Group O365 tenant.
Contribute to the revitalization of the Freshservice Support platform, focusing on driving automation and operational efficiencies to deliver excellent customer service.
Deliver Infrastructure projects in line with Group and IT Strategy.
Provide support, training, and personal development plans for the team, and conduct regular 1-2-1 reviews.
Ensure that robust Change and Incident management processes are followed.
Monitor infrastructure tickets escalated to the infrastructure team and ensure prompt resolution of all tickets.
Apply a security-first approach to all systems, working closely with the Group Security function to ensure that all systems and changes prioritize security.
Ensure the BAU (Business As Usual) change handover process is followed for any new systems delivered or changed by the project delivery teams.
Create, manage, and ensure all KPIs are met, including system availability uptime, regular maintenance scheduling, and resolution of support tickets.
Work with the ERP and Infrastructure teams to create, manage, and maintain SLAs, including response times for incidents or problems and availability of servers supporting applications.
Define all the services and systems the teams are responsible for in a Service Catalogue.
Ensure a robust and secure backup process is maintained and actively tested for both On-Prem and Cloud-based systems.
Manage a maintenance and patching schedule, working towards an automated zero downtime maintenance model wherever possible.
Ownership of the Group Infrastructure & Support budget, including yearly budgeting and quarterly forecasting.
Manage relationships with external partners, including contract negotiations.
Manage key internal stakeholders and ensure appropriate communication and updates on the progress of key projects.
About You - Key Skills and Experience:
Essential Experience and skills
3+ years’ experience in an Infrastructure management role.
Strong technical knowledge and a hands-on approach.
Experience with Active Directory and Azure Cloud.
Knowledge of and experience in rolling out an SD WAN solution is an advantage.
Experience managing NOC/SOC and security and network monitoring tools.
Experience in project management to successfully deliver on key infrastructure projects.
Experience with cyber security tools deployment and configuration, and experience in cross-functional collaboration during cyber security incidents.
Contract negotiation skills and ability to hold partners to SLAs and deliver against internal KPIs.
Proven ability to deliver projects on time and within budget.
Disaster Recovery experience is an advantage.
Key Competencies
Strong communication and interpersonal skills.
Ability to lead, motivate, and develop a high-performing team.
Strong technical skills.
Ability to work well under minimal supervision and with a high degree of responsibility.
Ability to prioritize workloads and deliver results.
Dedicated to providing high-quality customer service and managing relationships both internal and external.
Enthusiastic team player who engages with peers and management team
Ability to work under pressure and to tight deadlines.
Our Values
The Glen Dimplex values are important guiding principles and define the way all employees across the Group work: We Think Customer | We Care About People | We Value Innovation | We Keep It Simple.
At Glen Dimplex we are strongly committed to providing equal employment opportunities for all.
By submitting your application, you agree that Glen Dimplex may collect your personal data for recruiting and related purposes. Glen Dimplex privacy policy explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Glen Dimplex's use of your personal information.