ROLE PURPOSE

The Senior Infrastructure Demand Management – Server Lead is accountable for end‑to‑end ownership and governance of server infrastructure demand across physical, virtual, and cloud environments. The role provides senior technical and service leadership to ensure that infrastructure demand is optimally planned, prioritised, governed, and delivered in alignment with business strategy, client commitments, security standards, and service management frameworks.
The incumbent acts as the primary authority on server demand intake, demand shaping, and delivery readiness, translating complex business and project requirements into executable infrastructure demand plans. The role operates with a high degree of autonomy, influencing delivery outcomes across multiple technical teams, and ensuring infrastructure demand is delivered predictably, compliantly, and at scale.

ROLE REQUIREMENT

1. Strategic Infrastructure Demand Ownership

• Own and govern the server infrastructure demand pipeline across physical, virtual, and cloud platforms.
• Shape demand through early engagement with business, programme, and project stakeholders to ensure feasibility, cost awareness, and technical alignment.
• Act as the senior escalation point for complex or high‑risk infrastructure demand initiatives.
• Influence prioritisation decisions to balance capacity, risk, cost, and delivery commitments.

2. Senior Build Governance & Delivery Enablement

• Translate approved demand into standardised, scalable build architectures and demand artefacts for execution by infrastructure engineering teams.
• Provide senior oversight of server build readiness, ensuring all technical, security, and operational prerequisites are met before execution.
• Govern complex builds, migrations, and environment expansions, including hybrid and cloud‑integrated solutions.
• Ensure infrastructure delivery adheres to agreed architectural, operational, and service standards.

3. Service Management Leadership & SLA Assurance

• Provide senior operational leadership across the full lifecycle of infrastructure requests, from demand intake to production handover.
• Monitor delivery performance against SLAs, KPIs, and contractual commitments, proactively addressing systemic issues.
• Drive alignment with ITIL practices across Incident, Change, Problem, and Release processes.
• Champion service stability, predictability, and continuous service improvement.

4. CMDB, Data Integrity & Asset Governance

• Own the accuracy, integrity, and auditability of server configuration items within the CMDB.
• Define and enforce standards for CI lifecycle management, data quality, and reconciliation.
• Lead investigations into CMDB discrepancies and implement corrective and preventative actions.
• Ensure infrastructure assets are fully traceable, compliant, and governance‑ready at all times.

5. Security, Compliance & Risk Management

• Ensure all server infrastructure demand complies with organisational security, risk, and regulatory requirements prior to production release.
• Coordinate senior‑level sign‑offs with Information Security, Risk, and Compliance stakeholders.
• Identify infrastructure‑related risks early and drive mitigation strategies across delivery teams.
• Support internal and external audits by providing authoritative infrastructure evidence and documentation.

6. Reporting, Optimization & Continuous Improvement

• Produce executive‑level reporting on infrastructure demand trends, delivery performance, capacity constraints, and risk exposure.
• Analyze demand data to inform forecasting, capacity planning, and investment decisions.
• Drive continuous improvement initiatives focused on automation, standardization, and process efficiency.
• Act as a thought leader within infrastructure demand management, contributing to best practice and maturity uplift.

PROFESSIONAL COMPETENCIES

• Deep understanding of Windows and Linux server environments (physical, virtual, and cloud)
• Advanced knowledge of virtualisation platforms (e.g. VMware)
• Strong exposure to cloud infrastructure (AWS, Azure, or equivalent)
• Expert use of ITSM tools (e.g. BMC Remedy, ServiceNow, Jira)
• Strong command of ITIL‑aligned service management practices
• Advanced understanding of CMDB architecture and configuration management
• Ability to translate technical complexity into business‑relevant insights

QUALIFICATIONS & EXPERIENCE

• Grade 12
• Diploma or Degree in Information Technology, Computer Science, or related discipline
• 10–15 years’ experience in enterprise ICT infrastructure, with demonstrated senior accountability
• 5+ years’ experience operating in complex, multi‑stakeholder delivery or project environments
• ITIL Foundation certification (required); ITIL Intermediate or equivalent advantageous
• Proven experience across server hardware, operating systems, storage, and networking
• Enterprise‑scale exposure to hybrid and cloud infrastructure environments Experience in server infrastructure (hardware, OS, storage, networking)
• Working knowledge of BMC Remedy or similar ITSM tool
• Exposure to cloud infrastructure (e.g., AWS, Azure) advantageous