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An exciting opportunity has arisen for an experienced Head of Service to join a rapidly growing technology organisation operating at the forefront of cloud infrastructure and AI. Supporting a portfolio of enterprise customers, the organisation is continuing to scale its operations and invest heavily in service excellence, customer satisfaction and operational maturity. This role is 100% remote with occasional travel for team social events and project meetings.
Your new role
As Head of Service, you will take ownership of the organisation's customer-facing service function, ensuring the successful delivery of operational support across a range of private cloud environments. You will be responsible for developing and leading service management processes, ensuring incidents, service requests, changes and partner engagements are managed effectively and in accordance with agreed service levels.
- Leading a team, including the Service Desk/Manager and a global team of HPC Engineers who provide 24x7 support to customers across different time zones, you will foster a culture of continuous improvement, accountability and excellent customer service.
- You will work closely with senior stakeholders across engineering, infrastructure, product, software development, security and project delivery functions to ensure services are delivered consistently and efficiently.
- You will oversee service desk operations, drive service performance improvements and ensure key operational metrics are monitored and reported effectively.
- The role will also involve being the primary point of contact for major incidents, coordinating technical teams and external partners during critical events, and ensuring customers receive clear and timely communication throughout.
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As the organisation continues to grow, you will play a key role in shaping the future direction of the service function, supporting the development of new processes, operational standards and scalable service delivery models. You will also manage relationships with third-party support providers and vendors, ensuring contractual service obligations are achieved, and operational performance remains at a consistently high standard.
What you'll need to succeed
To be successful in this position, you will have a strong background in leading IT service teams at a senior level within customer-facing environments and a proven track record of delivering exceptional service outcomes. You will possess excellent leadership and people management skills, with the ability to mentor, develop and motivate highly technical teams operating across multiple locations and time zones (ideally having managed HPC team(s) building and supporting infrastructure clusters).
- You will have extensive experience working with ITSM frameworks and service management tools, alongside a solid understanding of incident, change and problem management processes.
- Strong stakeholder management skills are essential, as is the ability to communicate effectively with customers, suppliers and senior business leaders.
- A technical background within infrastructure, systems administration, networking, data centres or cloud environments will be highly beneficial. Experience operating in fast-paced, high-growth technology organisations and managing major incidents would be particularly advantageous. Relevant ITIL qualifications or equivalent practical experience will also be highly desirable.
What you'll get in return
- Salary up to £110,000 (some flexibility in this for the right person), 100% remote working, unlimited annual leave, Tech Scheme, Equity Options, up to 5% pension contributions.
- With the organisation being a growing SME, they are currently reviewing their benefits package and are looking to include further benefits later this year.
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In return, you will join an innovative and ambitious technology business where you can make a significant impact on service delivery and customer success.
- You will have the opportunity to shape service strategy, lead high-performing teams and contribute to the growth of a business operating within a rapidly evolving technology sector.
- This role offers excellent career development opportunities, exposure to cutting-edge technologies and the chance to work with a collaborative leadership team focused on continuous improvement and operational excellence.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact us for a confidential discussion regarding your career.
Desired Skills and Experience
The Head of Service is responsible for leading the service function for customer-facing private cloud deployments, ensuring high levels of customer satisfaction. This includes the development and delivery of incident, service request, change, support/service partners management, and monitoring, ensuring they are handled consistently, professionally, and in line with agreed service levels. As the company scales, this role will recruit and then manage team members to support these functions.
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