Google Cloud Service Delivery Lead - SLAs & Exec Reports

Reply, Inc.; Greater London; Hybrid; GBP 85,000 - 120,000; Full time

Job summary

Reply specialises in designing and implementing solutions based on new communication channels and digital media. Reply’s services include Consulting, System Integration, and Digital Services.

This role leads end-to-end delivery of managed IT and Google Cloud services across multiple clients, governing SLAs, escalations, and executive-level reports. The ideal candidate has 5+ years of IT service delivery leadership, strong ITIL, cloud know-how, and the ability to communicate with senior

Qualifications

• 5+ years in IT service delivery leadership.
• Experience with ITIL-based service governance.
• Strong understanding of cloud platforms and modern IT infrastructure.
• Ability to translate technical concepts for senior executives.
• Experience with PSA/ITSM tools Remedy or ServiceNow.
• Calm, organised and able to handle pressure and shifting priorities.
• UK Government SC-level security clearance or ability to obtain.

Responsibilities

• Own end-to-end delivery of managed IT and Google Cloud services across a portfolio of clients.
• Lead service reviews and governance meetings with key stakeholders.
• Define, monitor, and enforce bespoke SLAs, KPIs, and ticket governance.
• Produce monthly service reports translating performance data for executives.
• Analyse ticket trends and root causes to drive continuous improvement.
• Design and execute CSIPs to enhance service quality and customer satisfaction.
• Identify risks and growth opportunities, supporting renewals and expansions.
• Lead or coordinate a small delivery team across multiple client accounts.

Skills

IT service delivery

SLA governance

Client management

Cloud platforms

Executive communication

Leadership

Tools

Remedy

ServiceNow

Job description

Reply specialises in designing and implementing solutions based on new communication channels and digital media. Reply’s services include Consulting, System Integration, and Digital Services.

This role leads end-to-end delivery of managed IT and Google Cloud services across multiple clients, governing SLAs, escalations, and executive-level reports. The ideal candidate has 5+ years of IT service delivery leadership, strong ITIL, cloud know-how, and the ability to communicate with senior