Head of Cloud & Managed IT

Do you know how to turn operational complexity into clear direction, stronger more efficient teams, and deliver better service?

We’re looking for a visible, commercially minded leader to shape our Cloud & Managed IT function and help us deliver an outstanding customer experience. With experience in MSP and Microsoft you will be someone who can come in and shape what we have and make it better. At Intercity, we put people first and deliver secure cloud, collaboration and managed services that help organisations work from anywhere.

This role is based from our Meppershall office (near Bedford) with monthly travel to our Birmingham office.

The Opportunity

Reporting to the Operations Director, you’ll lead Cloud Operations, Tier 3 Operations and internal IT, creating one high-performing function with a shared purpose.

You’ll own service performance, customer outcomes and team capability, ensuring services meet agreed commitments while driving automation, standardisation and shift-left improvement.

This is a senior, highly visible role with the scope to influence Intercity’s Microsoft-first strategy, shape our service roadmap and make a meaningful impact across customers, colleagues and the wider business., * Lead and develop the Cloud & Managed IT function, setting clear direction, expectations and accountability.

• Own service performance against customer SLAs, internal commitments and operational measures.
• Build an operational plan covering people, skills, capacity, processes and tooling.
• Bring teams together, strengthening trust, engagement, collaboration and career development.
• Lead major customer escalations with calm ownership and decisive action.
• Work across Sales, Architecture and Service Transition to ensure new services are ready for live operation.
• Drive continuous improvement through automation, problem management, knowledge sharing and shift-left.
• Manage operational risk, budgets, suppliers and resources.

• Experience in a cloud, MSP or managed IT environment is essential.
• Microsoft Associate-level certification or equivalent practical experience.
• ITIL Foundation or equivalent service-management experience; broader technical qualifications are welcome.
• Strong knowledge of Microsoft cloud, infrastructure, security and SLA led service delivery.
• A proven track record of leading change, developing teams and improving engagement, able to demonstrate what you can bring to the role
• Experience of working across multiple sites and locations
• Experience improving services through automation, standardisation and problem management, focused on driving efficiency and streamlined processes
• Confident to challenge to drive and improve best practice
• Analytical mind with a data driven approach - will seek to understand and drive to improve impact
• A visible, people-first leadership style that builds trust at every level.
• Clear communication, sound judgement and confidence in challenging situations.
• Experience of Halo and Ninja is advantageous

• 33 days holiday (including bank holidays), increasing annually up to five additional days
• Annual pay reviews
• Holiday buy scheme
• All-company bonus scheme
• Death in service cover
• Employee assistance programme
• Company pension
• Active social calendar
• A strong focus on developing our people through structured learning, funded certifications and real career progression

Equal opportunities

Intercity is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to a fair, inclusive and unbiased recruitment process for every candidate. We make reasonable adjustments throughout our process - if you need any support at any stage, just let us know.

Pre-employment checks

As a specialist in secure technology solutions and a certified ISO27001 and Cyber Essentials Plus organisation, all successful candidates will be subject to pre-employment checks as part of our onboarding process.