Head of Enterprise Cloud and Managed Services (O912991)

Overview

Our Client are a leading communications brand with an outstanding reputation for customer service and value commitment. An opportunity has now arisen within their team for a Head of Enterprise Cloud and Managed Services.

In this role you will be accountable for the performance of the Channel Islands and Isle of Man technical solutions, support and service implementation functions delivered to Enterprise customers. This is key role within the senior management team. You will build, maintain, and optimise end-to-end business processes running on multiple platforms and technologies, placing a strong emphasis on delivering top-class customer support for cloud, connectivity, and managed services, while at the same time driving operational efficiency.

Reporting to the CTIO, the specific duties for the Head of Enterprise Cloud and Managed Services will include:

Leadership and People Management

• Create a high-performance culture focused on customer satisfaction, operational excellence, and continuous learning and improvement. Promote and embed company values and expected behaviours throughout the team
• Work with the extended senior management team to evolve B2B products and services; ensuring they are appropriately integrated, supported, managed and resourced (including management of external parties) working closely with relevant stakeholders (Product, Professional Services, Sales)
• Ensure teams maintain and develop the required expertise across enterprise cloud products and solutions, 24x7 monitoring and alerting, as well as managed services (such as managed WAN, managed FW, unified and cloud voice, managed IT and email security/archive - Mimecast…)
• Coach, mentor and develop team members to maximise performance, capability and career progression. Conduct performance and development reviews and manage performance in line with company policies and procedures

Customer Experience

• Champion enterprise customer-first behaviours across all enterprise customer-facing activities, promoting a service customer-oriented culture
• Adhere to enterprise contractual obligations and service level agreements (SLAs), in particular during major incidents and when enterprise critical alarms are raised, whether by the company systems or/and customers themselves
• Drive enterprise customer satisfaction by supporting the customer experience initiatives for Enterprise and championing ITIL. Drive improvements in customer satisfaction, customer feedback and service quality measures. Ensure customer feedback, complaints and service failures are diligently analysed and translated into measurable service improvements. Responsible for the Enterprise customer portal
• Ensure technical solutions, amendments, upgrades and challenges are communicated to customers clearly and appropriately. Work collaboratively across the business to deliver consistent and effective Enterprise customer journeys

Operational Delivery and Excellence

• Responsible for design, implementation and support of (a) cloud services (IaaS, Backup, Disaster Recovery, S3…), (b) network services (including customer managed networks, essential support, WAN & IP feed, CPE installation), (c) managed IT, Unified Communications, Mimecast (email sec and archive)
• Responsible for the 24x7 monitoring, support levels 1 & 2 and escalation to levels 3 (whether internally or/and to 3^rd parties/partners). Drive right-first-time resolution and repair performance and minimise avoidable tickets journey across multiple teams
• Responsible for the Change Advisory Board (CAB), for changes to be planned, discussed and approved
• Responsible for operational performance targets and internal service level agreements - to deliver customer SLAs
• Manage workforce capacity and productivity across the department. Maintain oversight of operational standards, internal and external audits and certifications, quality assurance, and accurate completion of work records

Systems, Process and Continuous Improvement

• Maintain oversight of key operational systems and processes used by the department, such as ServiceNow
• Responsible for the primary administration for these systems maintaining knowledge and expertise to maintain and improve systems configurations as required, working with key suppliers or internal teams as appropriate
• Identify opportunities for automation, simplification, standardisation and service improvement
• Lead continuous improvement initiatives that enhance efficiency, service quality, employee experience and customer satisfaction. Work with internal teams and external suppliers to improve working practices and take advantage of relevant technology developments

Financial and Commercial Management

• Manage the department within agreed operating and capital budgets
• Monitor cost, productivity and resource performance and take appropriate action where required
• Work with Product and Commercial teams to support the development and operational delivery of enterprise propositions

The ideal candidate for the role of Head of Enterprise Cloud and Managed Services will have:

• Significant experience of managing and leading large teams coming from diverse technical backgrounds (Fixed, Mobile, Voice, Data/IP, IOT, Security)
• Technical expertise in designing and operating cloud-native platforms, including compution, storage, networking, virtualization and containerization, as well as hyperscalers (AWS/Azure/GCP)
• Proven technical expertise across most telecom domains: Fixed (fibre), Mobile (4G), Voice (TDM or/and IP based), Data/IP (site connectivity and key protocols), IOT (M2M, NB-IOT, LTE-M…), security protocols and standards
• Excellent customer service and interpersonal skills with a consultative approach; able to work with stakeholders at all levels both internal and external
• Excellent analytical and problem-solving skills, curious, comfortable challenging the status quo
• Excellent relationship and team building skills, ability to coach and mentor team members to achieve excellence
• Project management skills and process improvement expertise to support continual improvement appropriate to business area and responsibilities
• Highly driven and self-motivated with the ability to work both as a single contributor and part of a team