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Head of Infrastructure and Service Delivery

  • London
  • London

Bonnier Books UK is looking for a head of infrastructure and service delivery to join the team in Chelsea, London. The role is responsible for overseeing the IT support team for Bonnier Books UK’s trade business, based in London and Chichester, as well as matrix/virtual management of the mass market IT team in Northampton. The role ensures common setup, standards, processes and tools are in use across the group, including IT security services, helpdesk, end user computing and technical management.

The head of infrastructure and service delivery will work closely with the CIO and external suppliers to create a roadmap and project portfolio to future proof IT infrastructure; building a digital workplace experience that allows the business to work more collaboratively, productively and flexibly.

This role is technically hands-on and requires mentoring and developing the existing team. The candidate will act as the design authority for infrastructure and security improvements. The role is responsible for engaging with the creative and operation teams within the business, and ensuring IT services are stable, performant, appropriately resilient, recoverable and secure.

Essential job functions/responsibilities

  • Accountable for all areas of group infrastructure management and service delivery including networks, datacentres, compute, storage, backups, telecoms, end user computing, helpdesk and service management.
  • Direct management of an IT team in London and matrix management of an IT team in Northampton in relation to infrastructure, end user management standards and projects, service management processes and reporting.
  • Accountable for regular housekeeping, software patching and hardware maintenance to support the stability of data centres, network, storage and servers.
  • Work with IT teams to develop and embed standard ITIL process and reporting. Establish a roadmap to measurable KPI’s and metrics that demonstrate Continuous Service Improvement (CSI) and value for money.
  • Lead on infrastructure roadmaps and cloud assessments and manage any consequent migration.
  • Deliver a digital workplace programme utilising core Office 365 offerings.
  • Lead on improvement in IT security policies, processes and tooling to appropriately mitigate risk, unnecessary cost and/or disruption to the business.
  • Manage suppliers and contracts to maximise value to the organisation, including regular service reviews.
  • Research cost optimisation opportunities and proactively manage infrastructure budget and spend. Contribute to annual budgeting and forecasting.
  • Deliver timely resolutions of incidents to maintain agreed service targets. Analyse root causes of incidents and implement changes to correct future problems.
  • Plan, implement and manage transition for both BAU and project deployments/system upgrades.
  • Actively monitor live services, championing the change from reactive to proactive management.
  • Ensure a central repository of process knowledge is maintained and utilised on an ongoing basis.
  • Liaise with other teams and project managers throughout the business on combined projects. Manage IT teams and resources to ensure committed projects are delivered.
  • Establish monthly reporting for technology infrastructure teams.
  • Actively seek to understand business needs (both present and future) by managing relationships with individuals across the business. Engage with teams from the creative and operational sides of the business to ensure they are getting the best possible value from IT offerings.
  • Develop and maintain policies, procedures and initiatives to ensure best practice, continuous improvement and cost reduction across the business.
  • Actively maintain awareness of technology and market trends that may be of benefit to Bonnier Books UK.

Work with great people

Alex Alexandrou
Head of Commissioning - Children's
"When I joined Igloobooks, I saw it as an exciting opportunity that would offer a completely different experience to any other design environment — I still like it after being here for over five years!"
Sahina Bibi
Marketing Executive
"My team is vibrant and fun — brilliant minds brimming with wonderful ideas. Though we each manage our own projects, we're always bouncing ideas off one another and brainstorming fresh new initiatives."
Shane Hegarty
Head of Operations
"From my earliest days in the company I have been encouraged and enabled to have an appreciable input into how, when and what gets done — which is a rare thing to obtain, or sustain, in any company."
Nick Stearn
Art Director
"My first impressions when I joined Bonnier Books UK were: "'Wow, this company is so different." It acts in a different way, it has energy, it's exciting."

Skills & Requirements

Qualifications and Experience


  • Strong technical skill and understanding with networks, compute, storage and backups, telecoms, end-user computing and cloud computing.
  • Confident leading, managing and developing a team.
  • Experience leading infrastructure and service delivery teams (helpdesk, end-user computing) within an ITIL environment across multiple locations.
  • Commercially astute and comfortable producing simple business cases.
  • Familiar with developing and managing financial budgets.
  • Supplier management experience.
  • Experience liaising with different divisions of the business, from end-users to management. Capable of presenting ideas, projects and businesses in a non-technical manner.
  • Knowledge of IT security best practice and product implementations and maintenance (IPS, end point, firewalls, web filtering, email protection, cloud protection).
  • Project management experience.


  • Technical design and management of cloud technologies (particularly Azure Iaas and Paas).
  • Virtualisation (Hyper-V, VMWare).
  • IT Networking (LAN, WAN, Wifi).
  • Server management and identity & access management (AD, Azure AD, ADFS).
  • End user computing management including for Macintosh (builds, software deployment, patching, device management and associated tools).
  • Supporting and designing solutions in a mixed Macintosh and Wintel/Windows environment.
  • Management of Office 365 Suite.

Desirable but not essential:

  • Experience undertaking cloud assessments and migration of services (particularly Azure).
  • Experience implementing Office 365 systems.

Great Place to Work

  • Competitive Salary

  • Working with a team of passionate, talented people

  • Internal learning and development programmes

  • Career Development opportunities

  • Fun social events

About the company

Bonnier Books is a major UK publisher with group sales of £80m. Home to three divisions and 16 adult and children’s imprints, we publish across a wide variety of genres, for different ages. From crime to reading group fiction; memoir to self-help; activity to reference — we believe every book matters.

For more information about Bonnier Books UK please visit our website: www.bonnierbooks.co.uk

Erika Van Aken | Hiring Manager

I'm interested
Bonnier Books UK

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