Head of Cloud & Managed IT Operations · Meppershall Office, Birmingham Head Office ·

Are you passionate about leading cloud and managed IT services that customers can rely on?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 can be based from our Birmingham or Meppershall office (near Bedford) with monthly travel to the other site. Midlands, M6/M1 corridor would be well placed.The OpportunityReporting 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.Key ResponsibilitiesLead 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.Skills and experience: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 roleExperience of working across multiple sites and locationsExperience improving services through automation, standardisation and problem management, focused on driving efficiency and streamlined processesConfident to challenge to drive and improve best practiceAnalytical mind with a data driven approach - will seek to understand and drive to improve impactA visible, people-first leadership style that