IT Infrastructure & Service Operations Director

London, UK – Hybrid

FULL-TIME

Morae Global seeks to find the best and the brightest people—those who understand what it takes to deliver top-quality solutions for our clients. We are seeking an experienced IT Infrastructure & Service Operations Director to lead and evolve our global infrastructure and service operations function.

Operating across the US, UK, South Africa, India, and Australia, the Morae Technology team provides the services, expertise, and technology solutions that enable our business to collaborate, innovate, and transform the legal landscape. This role will be responsible for driving operational excellence across infrastructure, data centre operations, end-user computing, and 24/7 service delivery while ensuring technology services remain resilient, secure, scalable, and aligned with business objectives.

The successful candidate will combine strategic leadership with deep technical expertise, partnering closely with Technology leadership and business stakeholders to shape the future of Morae's infrastructure and service operations capabilities.

Job Responsibilities:

• Infrastructure Strategy & Operations
• Develop and execute the infrastructure and service operations roadmap aligned with business objectives.
• Lead and develop global teams responsible for end-user computing (EUC), infrastructure operations, project management, and 24/7 service desk functions.
• Own and manage Morae's revenue-generating data center infrastructure and corporate Azure cloud environment.
• Ensure infrastructure availability, resilience, scalability, and performance across all environments.
• Drive operational efficiency initiatives that improve productivity, reliability, and service quality.
• Provide oversight of enterprise applications and support the expansion of this capability as business needs evolve.

Service Management & Customer Experience

• Direct global service desk and support operations serving both internal colleagues and external e-Discovery customers.
• Define, monitor, and report on service-level agreements (SLAs), ensuring adherence by internal teams and external suppliers.
• Drive continual service improvement through ITIL-aligned service management practices.
• Improve customer and user experience through proactive incident management, problem resolution, and service optimization.
• Develop service quality reporting, governance frameworks, and operational performance metrics.
• Partner closely with business stakeholders to understand evolving needs and ensure service delivery excellence.

Technology Delivery & Infrastructure Modernization

• Lead infrastructure projects and programs, including data center modernization and technology refresh initiatives.
• Oversee procurement, implementation, and lifecycle management of infrastructure and corporate technologies.
• Manage large-scale technology implementations across global environments.
• Support the adoption of modern operating models, including DevOps and CloudOps practices.
• Ensure infrastructure investments align with strategic business priorities and deliver measurable value.

Vendor & Security Management

• Build and maintain strong vendor relationships while negotiating contracts, pricing, and service agreements.
• Hold suppliers accountable to agreed service levels, performance standards, and contractual obligations.
• Partner with Information Security teams to ensure systems and data remain secure while enabling effective collaboration.
• Establish and maintain policies, standards, and governance processes that support compliance and operational excellence.
• Monitor policy adherence, manage exceptions, and drive remediation where required.

Leadership & Culture

• Lead multidisciplinary, geographically distributed technology teams and third-party partners.
• Foster a culture of collaboration, accountability, innovation, and continuous improvement.
• Coach and develop team members while building organizational capability and leadership strength.
• Manage technology expenditure in partnership with Technology leadership.
• Promote operational excellence through strong governance, transparency, and performance management

Qualifications

• Bachelor's degree or postgraduate degree in Information Technology, Software Engineering, or a related field preferred.
• Professional certifications such as ITIL, PMP, CISSP, Lean Six Sigma, or equivalent are highly desirable.

Required Experience & Skills

• 10+ years of relevant IT experience, including 5+ years leading infrastructure and service operations teams.
• Proven experience as an IT Director or similar leadership role focused on infrastructure, service management, and vendor management.
• Deep expertise in infrastructure technologies, data center operations, cloud platforms, and high-availability environments.
• Strong knowledge of ITIL service management practices, including incident, problem, change, and service-level management.
• Experience managing globally distributed teams and third-party technology providers.
• Demonstrated success delivering complex technology programs on time and within budget.
• Excellent communication, stakeholder management, and leadership skills.
• Experience with Microsoft M365, ITSM platforms, collaboration technologies, and cybersecurity tools.
• Strong understanding of Azure cloud technologies, networking, compute, storage, and virtualization.
• Ability to thrive in a fast-paced, high-growth, customer-focused environment.

Bonus Qualifications

• Professional certifications including ITIL, PMP, CISSP, Lean Six Sigma, or similar.
• Experience leading technology organizations in a 24/7 operational environment.
• Expertise in DevOps, CloudOps, or modern infrastructure operating models.
• Experience supporting legal technology, e-Discovery, or other highly regulated environments.
• Strong background in process optimization and operational excellence initiatives.

About Morae Global:

Morae Global is a dynamic, high-growth organization that provides an integrated suite of solutions to corporate law departments and law firms, and partners with leading software and services providers, both within and outside the legal industry. We are a young company but are made up of seasoned professionals in the legal industry, with a focus on building productive long-term relationships with employees and clients in an environment where collaboration is encouraged, knowledge is shared freely, and diversity of thought, cultures, communities, and points of view is embraced. Our team has the vision to create an effective solution for any business problem and the experience to execute that vision. Our privacy policy can be found here https://www.morae.com/privacy-policy