Head of Cloud & Managed IT Operations · Meppershall Office, Birmingham Head Office ·

Intercity Technology; Birmingham; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

33 days holiday

Annual pay reviews

Bonus scheme

Company pension

Death in service cover

Employee assistance programme

Company pension

Active social calendar

Structured learning & funded certs

Job summary

Intercity Technology in the UK is seeking a senior leader to shape the Cloud & Managed IT function across our Birmingham and Meppershall sites. You will own service performance, customer outcomes and team capability, driving automation and shift-left improvements while aligning with a Microsoft-first strategy.

You’ll lead Cloud Operations, Tier 3 Operations and internal IT, with visibility across the business, and responsibility for budgets, partnerships and delivering a seamless, secure

Qualifications

• 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.
• Proven track record of leading change, developing teams and improving engagement.
• Experience across multiple sites and locations.
• Experience improving services through automation, standardisation and problem management.
• Confident to challenge to drive and improve best practice.
• Analytical mind with a data driven approach.
• A visible, people-first leadership style that builds trust at every level.

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

Cloud MSP experience

People leadership

Data driven

Microsoft cloud

Cross-site coordination

Escalation management

SLA delivery

Stakeholder management

Communication

Change management

Security awareness

Education

ITIL Foundation

Microsoft Associate 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 can be based from our Birmingham or Meppershall office (near Bedford) with monthly travel to the other site. Midlands, M6/M1 corridor would be well placed.

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.