Head of Cloud & Managed IT

Intercity; Meppershall; On-site; GBP 85,000 - 105,000; Full time

Benefits offered by this job

33 days holiday

Annual pay reviews

Holiday buy scheme

All-company bonus scheme

Death in service cover

Employee assistance programme

Company pension

Active social calendar

Structured learning & certifications

Job summary

Intercity is seeking a commercially minded leader to shape our Cloud & Managed IT function from the Meppershall office, with monthly travel to our Birmingham site. Reporting to the Operations Director, you’ll own Cloud Operations, Tier 3 Operations and internal IT, driving automation, standardisation and a Microsoft‑first service roadmap.

This senior, high‑visibility role will influence Intercity’s strategy, deliver improved customer outcomes, and lead capable, engaged teams across locations.

Qualifications

• Experience in cloud/MSP or managed IT environment.
• Microsoft Associate-level certification or equivalent practical experience.
• ITIL Foundation or equivalent service‑management experience; broader technical qualifications are welcome.
• Strong knowledge of Microsoft cloud, infrastructure, security and SLA led service delivery.
• Proven track record of leading change and developing teams.
• Experience across multiple sites and locations.
• Experience improving services through automation and standardisation.
• Data‑driven approach with analytical mindset.
• People‑first leadership style and clear communication.
• Experience with Halo and Ninja is advantageous.

Responsibilities

• Lead and develop the Cloud & Managed IT function with clear direction and accountability.
• Own service performance against SLAs and internal commitments.
• Build an operational plan covering people, skills, capacity, processes and tooling.
• Foster trust, engagement, collaboration and career development across teams.
• Lead major customer escalations with calm ownership and decisive action.
• Collaborate with Sales, Architecture and Service Transition for live readiness of new services.
• Drive automation and shift-left improvements to reduce operational risk.
• Manage operational budgets, suppliers and resources.

Skills

Cloud Operations

MSP experience

Microsoft expertise

ITIL Foundation

Service delivery

Change leadership

Team development

Cross-site collaboration

Automation

Budget management

Education

Microsoft Associate-level certification

Tools

Halo

Ninja

Job description

Are you passionate about leading cloud and managed IT services that customers can rely on? Do you know how to turn operational complexity into clear direction, stronger more efficient teams, and deliver better service? We’re looking for a visible, commercially minded leader to shape our Cloud & Managed IT function and help us deliver an outstanding customer experience. With experience in MSP and Microsoft you will be someone who can come in and shape what we have and make it better. At Intercity, we put people first and deliver secure cloud, collaboration and managed services that help organisations work from anywhere.

This role is based from our Meppershall office (near Bedford) with monthly travel to our Birmingham office.

The Opportunity

Reporting to the Operations Director, you’ll lead Cloud Operations, Tier 3 Operations and internal IT, creating one high-performing function with a shared purpose. You’ll own service performance, customer outcomes and team capability, ensuring services meet agreed commitments while driving automation, standardisation and shift-left improvement. This is a senior, highly visible role with the scope to influence Intercity’s Microsoft-first strategy, shape our service roadmap and make a meaningful impact across customers, colleagues and the wider business.

Key Responsibilities

• Lead and develop the Cloud & Managed IT function, setting clear direction, expectations and accountability.
• Own service performance against customer SLAs, internal commitments and operational measures.
• Build an operational plan covering people, skills, capacity, processes and tooling.
• Bring teams together, strengthening trust, engagement, collaboration and career development.
• Lead major customer escalations with calm ownership and decisive action.
• Work across Sales, Architecture and Service Transition to ensure new services are ready for live operation.
• Drive continuous improvement through automation, problem management, knowledge sharing and shift-left.
• Manage operational risk, budgets, suppliers and resources.

Skills and Experience

• Experience in a cloud, MSP or managed IT environment is essential.
• Microsoft Associate-level certification or equivalent practical experience.
• ITIL Foundation or equivalent service‑management experience; broader technical qualifications are welcome.
• Strong knowledge of Microsoft cloud, infrastructure, security and SLA led service delivery.
• A proven track record of leading change, developing teams and improving engagement, able to demonstrate what you can bring to the role.
• Experience of working across multiple sites and locations.
• Experience improving services through automation, standardisation and problem management, focused on driving efficiency and streamlined processes.
• Confident to challenge to drive and improve best practice.
• Analytical mind with a data driven approach – will seek to understand and drive to improve impact.
• A visible, people‑first leadership style that builds trust at every level.
• Clear communication, sound judgement and confidence in challenging situations.
• Experience of Halo and Ninja is advantageous.

What We Offer

• 33 days holiday (including bank holidays), increasing annually up to five additional days.
• Annual pay reviews.
• Holiday buy scheme.
• All-company bonus scheme.
• Death in service cover.
• Employee assistance programme.
• Company pension.
• Active social calendar.
• A strong focus on developing our people through structured learning, funded certifications and real career progression.

Equal opportunities

Intercity is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to a fair, inclusive and unbiased recruitment process for every candidate. We make reasonable adjustments throughout our process - if you need any support at any stage, just let us know.

Pre-employment checks

As a specialist in secure technology solutions and a certified ISO27001 and Cyber Essentials Plus organisation, all successful candidates will be subject to pre-employment checks as part of our onboarding process.

Your data

Any personal information you share with us will be handled securely and in line with the UK Data Protection Act 2018 and UK GDPR. We will keep your application for six months after the close of the campaign unless you tell us you are happy for us to hold it longer. You may also be invited to share voluntary, anonymous information about your background for equal opportunities monitoring — this has no bearing on your application. For our full privacy policy or to exercise your data rights, contact our Data Protection Officer at [e-mail] or on 0808 500 1436.

For over 40 years, Intercity has grown from a family-owned Midlands business into one of the UK's leading technology service providers. We're still independent, still guided by the same values and still in control of our own future. That independence gives us the freedom to think long term, invest where it matters and make decisions based on what's right for our customers, colleagues and business. With ambitious plans for continued growth, we're building something special and everyone who joins us has the opportunity to help shape where we go next.