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.
Could this be the right opportunity for you?
If this opportunity sounds right for you, we’d love to hear from you. Our friendly and experienced recruitment team is here to answer your questions, offer guidance, and support you throughout the process. Simply submit your CV in confidence, and our Candidate Manager will arrange for one of our consultants to get in touch to organise an initial meeting, either face to face, via Microsoft Teams, or by telephone, whichever suits you best. We look forward to getting to know you and learning more about what you’re looking for.
