Head of Enterprise Cloud and Managed Services

Itchy Feet; Jersey Marine; On-site; GBP 110,000 - 160,000; Full time

Job summary

Itchy Feet seeks a Head of Enterprise Cloud and Managed Services to steer performance of cloud, connectivity, and managed services for enterprise customers across multiple regions. You will lead end-to-end processes, coach large technical teams, and ensure service excellence with strong governance and external partnerships.

The role emphasizes strategic opportunity capture in cloud and AI, driving customer satisfaction, SLAs, and continuous improvement across platforms and services.

Qualifications

• Proven experience leading large technical teams in enterprise environments.
• Deep knowledge of cloud-native design, operations, and multi-platform integration.
• Strong stakeholder management and strategic opportunity capture in cloud/AI.

Responsibilities

• Lead performance of technical solutions, support, and service implementation for enterprise customers.
• Develop and optimise end-to-end business processes across multiple platforms.
• Coach teams to maximise throughput and ensure 24x7 operational readiness.
• Collaborate with senior management to evolve products, manage external partnerships, and ensure SLA adherence.
• Drive process automation and continuous improvement across cloud and managed services.
• Maintain governance, audits, and quality assurance across enterprise operations.

Skills

Leadership & coaching

Enterprise/B2B operations

Cloud architecture

Strategic planning

Customer-focused leadership

Tools

AWS/Azure/GCP

24x7 monitoring awareness

Job description

Our client is seeking a Head of Enterprise Cloud and Managed Services to lead the performance of technical solutions, support, and service implementation for enterprise customers across the Channel Islands and Isle of Man. This key role within the senior management team focuses on building, maintaining, and optimising end-to-end business processes across multiple platforms, with a strong emphasis on delivering exceptional customer support for cloud, connectivity, and managed services. The ideal candidate will possess a robust background in Enterprise/B2B operations, cloud technologies, connectivity solutions, and managed services, demonstrating the ability to inspire teams while capturing strategic opportunities in cloud and AI.

Job Duties:

• Create a high-performance culture centred on customer satisfaction, operational excellence, and continuous improvement while promoting company values and expected behaviours.
• Collaborate with the senior management team to evolve enterprise products and services, ensuring thorough integration, support, and resourcing, while managing external partnerships effectively.
• Ensure teams develop and maintain expertise across enterprise cloud products, 24x7 monitoring, and managed services, while coaching team members to maximise performance.
• Champion customer-first behaviours across all enterprise activities, ensuring compliance with contractual obligations and driving improvements in customer satisfaction metrics.
• Take responsibility for the design, implementation, and support of cloud and network services, while overseeing 24x7 monitoring and escalation processes to ensure efficiency.
• Manage operational performance targets and internal service agreements, delivering on customer SLAs while maintaining oversight of audits, quality assurance, and team productivity.
• Identify and implement opportunities for process automation and service improvement, leading initiatives that enhance efficiency and customer satisfaction.
• Administer key operational systems and processes, maintaining expertise in their configurations and driving continuous improvement working with both internal teams and external suppliers.

Job Requirements:

• Significant experience managing and leading large technical teams across diverse backgrounds, including Fixed, Mobile, Voice, Data/IP, IoT, and Security.
• Technical expertise in cloud-native platform design and operations, including computation, storage, networking, virtualisation, and containerisation, alongside familiarity with hyperscalers (AWS/Azure/GCP).
• Proven knowledge across the telecom domains, including Fixed (fibre), Mobile (4G), Voice (TDM or IP), Data/IP, IoT, and related security standards.
• Exceptional customer service and interpersonal skills, capable of collaborating with internal and external stakeholders.
• Strong analytical, problem-solving abilities, and the initiative to challenge the status quo.
• Excellent relationship-building and mentoring skills, with a track record of supporting team member development.
• Proficiency in project management and process improvement methodologies relevant to the business area.

What You'll Love:

In this role, you will be part of a collaborative and innovative environment, focused on adopting future technologies and driving personal development. Our client believes in a culture of customer satisfaction, reliability, and continuous learning. They value a sustainable and community-focused approach, ensuring you feel connected to their mission and values.