Head of Enterprise Cloud & Managed Services

Itchyfeet; United Kingdom, United Kingdom; On-site; GBP 120,000 - 170,000; Full time

Job summary

Itchyfeet is seeking a Head of Enterprise Cloud & Managed Services to lead enterprise cloud solutions across the Channel Islands and Isle of Man. The role focuses on delivering excellent customer support for cloud, connectivity, and managed services, while building a high-performance culture and promoting operational excellence.

You will drive cross-functional collaboration, oversee 24x7 monitoring and service delivery, and mentor teams to maximise performance in a dynamic enterprise

Qualifications

• Leadership of large cross-functional technical teams across Fixed, Mobile, Data/IP, IoT and Security.
• Expertise in cloud-native platform design and operations (compute, storage, networking, virtualization, containers).
• Experience with hyperscalers (AWS/Azure/GCP) and enterprise/B2B environments.
• Strong customer focus and stakeholder management.

Responsibilities

• Create a high-performance culture focused on customer satisfaction and operational excellence.
• Collaborate with the senior leadership to evolve enterprise products and services, ensuring thorough integration, support, and resourcing.
• Ensure 24x7 monitoring, robust support, and resourcing for cloud and managed services.
• Oversee compliance with contractual obligations and drive improvements in customer satisfaction metrics.
• Lead the design, implementation, and support of cloud and network services, with 24x7 monitoring and escalation processes.
• Manage operational performance targets and internal service agreements, including audits and QA.
• Identify opportunities for automation and service improvement across multiple processes.
• Maintain expertise in key operational systems and drive continuous improvement with internal teams and suppliers.

Skills

Leadership

Cloud architecture

Networking

Job description

Head of Enterprise Cloud & Managed Services

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.