Head of Cloud

2 months ago

Belfast, United Kingdom Capita Full time

We’re recruiting for a Head of Cloud Operations to join us here at Capita within our Technology and Software Solutions division. We are looking for an experienced and results driven Head of Cloud Operations with proven experience of delivering excellent customer service and managing high performing multi-skilled technical teams.

You will be responsible for managing a technical team of Cloud Engineers and Cloud Architects who provide managed services to our large customer base, across a wide range of public Cloud technologies and SLAs.

**Job title**:
Head of Cloud

We’re recruiting for a Head of Cloud Operations to join us here at Capita within our Technology and Software Solutions division. We are looking for an experienced and results driven Head of Cloud Operations with proven experience of delivering excellent customer service and managing high performing multi-skilled technical teams.
You will be responsible for managing a technical team of Cloud Engineers and Cloud Architects who provide managed services to our large customer base, across a wide range of public Cloud technologies and SLAs.

**What you’ll be doing**:

- Key part of the Cloud and Hosting leadership Team, providing leadership in a virtual capacity and direct people management capacity.
- Successfully lead Cloud Ops Team, driving a culture of service excellence and continuous improvement with the objective of delighting our customers.
- Direct line management of Cloud Engineers and Architects, ensuring regular 1-2-1’s are carried out where objectives are tracked and training & progression requirements are identified and actioned.
- Accountable for providing high quality operational support services to the levels defined within the customer contracts, and maintaining the high availability of all customer critical services.
- Provide operational sign off during the Cost & Solution review process, this includes attending the review sessions, and providing support and advice to the Bid Team.
- Ensure resource levels, operational spend and cost recovery are monitored and working closely with the Finance Team.
- Conduct regular team meetings with direct reports and wider team to ensure the team are kept abreast of changes, company updates and opportunities, and to obtain operational updates.
- Act as a senior escalation point for high level escalations from the customer and internally.
- Produce monthly management reporting to track SLA/KPI performance and call out the highs and lows for the month.
- Accountable for any risks assigned to Cloud Operations, ensuring there is a plan to mitigate, and the relevant stakeholders are kept informed.
- Accountable for the business continuity plan for Cloud Operations.
- Support and drive internal improvement initiatives to build a world class operations function.

**What we’re looking for**:

- Experience leading technical teams with a good understanding of public Cloud technologies (Azure IaaS, PaaS, DevOps, Security and Microsoft 365) in a service provider organisation.
- Track record of successfully building, developing and leading high performing teams and a customer centric culture.
- Experience of building excellent working relationships with Board Level Executives (SMT) and Directors/ Senior Management (customer and internal).
- Worked in a sizeable, fast moving /complex, service led technical and commercial ITIL aligned environment preferably within the telecoms and network industry.
- Outstanding personal organisational skills
- Ability to rapidly build relationships with colleagues at all levels of the business.
- Ability to persuade and influence organisationally through a variety of approaches and across all levels of the business.
- Excellent verbal and written communications including presentation skills
- Experience of cross functional working and the ability to demonstrate a collaborative approach, one team, with regarding to building key relationships across the business.
- Experience of having led, defined and implemented a successful communications plan, communicating and celebrating team success.
- Demonstrable knowledge of continuous improvement and process transformations with the IT industry, and experience of leading and delivering improvement programmes in similar companies.
- Ability to challenge “the norm” and introduce new ways for working
- Proven track record in meeting and surpassing targets.
- Outstanding problem-solving skills.
- Working closely with the Service Management & Lifecycle teams to provide support for customer issues, major incidents, escalations and service improvement activities

**About Capita Technology and Software Solutions**

Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita’s colleagues, businesses and clients.

We design, build and run the right technical competencies and partnerships to enable Capita to deliver seam

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