Head of Cloud Operations

Job title:

Head of Cloud Operations - Managed Services

Responsible for:

Lead Cloud Managed Services in Bell Integration's Cloud, Infrastructure & Security practice.

Deliver services to customers and provide team mentoring and line management as needed.

Location:

Hybrid working – Bell, Customer and home locations as required

Scope:

Drive delivery excellence for Bell Integration's Cloud Managed Services, acting as the technical authority and mentor across internal teams and customer engagements. Support operational best practices, contribute to service development, and provide subject matter expertise throughout the sales lifecycle. Lead the adoption of cloud operations, engineering, and DevOps within managed services, collaborating with senior leadership to shape offerings that meet strategic goals efficiently.

The Role -

Service Standardisation and Optimisation

• Refine Cloud Managed Services offerings to maximise efficiency, quality, and profitability.
• Lead implementation of cloud management tools, automation, and security across AWS, Azure, and GCP
• Ensure efficient resource use and cost control to maintain profitability.

Service Delivery and Operations

• Drive service delivery excellence using ITIL/ITSM best practices to meet SLAs and client expectations.
• Lead automation initiatives such as Infrastructure-as-Code, Scripting, task automation, and orchestration, in order to standardise deployment, maintenance, and incident response.
• Ensure compliance with security standards across client environments.

Team and Performance Leadership

• Lead and mentor a high-performing cloud operations team providing day-to-day guidance and technical direction.
• Develop capacity models and workload plans to ensure the team is appropriately resourced for current and future needs. Drive professional development aligned with technology and partner strategies to maintain service coverage and skill readiness.
• Manage and resolve operational escalations and participate in service review meetings to maintain strong, operational client relationships.

Technical and Cloud Expertise

• Provide technical leadership and guidance to the operations team on complex incident resolution, change management, and service improvement projects.
• Work with key stakeholders/Directors to manage operational aspects of key vendor tooling and cloud provider programs.
• Support the Sales/Pre-Sales teams by validating technical scopes, ratifying level-of-effort, and defining the delivery approach for new managed service contracts.

Required Experience and Skills

• 5-7 years of progressive experience in IT service delivery and operations, with 2-3 years in a management or leadership role within a Managed Service Provider (MSP) or relevant technology operations environment.
• Experience in successful adoption of cloud engineering and operations practices into existing cloud managed services fulfilment teams.
• Proven experience managing or guiding a technical team responsible for 24/7 or mission-critical cloud environments.
• Deep practical and technical understanding of at least two major public cloud platforms (AWS, Azure, GCP).
• Experience with commercial approaches (SOW, Cloud MSP Pricing Models, Level of Effort, Cost Tracking) and resource utilization analysis.
• Expertise in utilizing ITSM/ITIL frameworks and operational metrics (SLAs, SLOs) in a real-world setting.

Certifications

• Relevant Cloud Certifications are required or strongly preferred, such as:
• AWS Certified Solutions Architect (Associate)
• Microsoft Certified: Azure Administrator Associate
• Google Cloud Professional Cloud Engineer
• ITIL certification (Foundation minimum, preferred Intermediate).

Benefits

• Competitive Salary
  – based on experience and interview
• Bonus
  – based on target metrics
• 25 Days Annual Leave
  – plus bank holidays
• Birthday Day Off
  – celebrate your day with an extra paid holiday
• Holiday Flexibility
  – buy or sell up to 5 days annually
• Private Medical Insurance
  via BUPA – company-paid, with discounted family cover
• Dental Plan
  – optional BUPA cover for you and your family
• Eyecare Contribution
  – £50 towards VDU-use glasses
• Hybrid Working
  – flexible arrangements where possible to suit your lifestyle
• Employee Assistance Programme
  – confidential support & mental health resources
• Life Assurance
  – 4x your basic salary
• Pension Scheme
  – up to 5% employer match
• Referral Bonuses
  – generous for successful hires
• Pension Scheme
  – up to 5% employer match
• Employee Engagement Portal
  – celebrate individual and team contributions
• Company Social Events
  – two fully funded events per year
• Charity Sponsorship Match
  – up to £250 matched for fundraising efforts
• Give As You Earn
  – donate to charities tax-free