REALM
Head of Service
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Head of Service | Up to £125,000 + Equity | 100% Remote (Must be in UK)
Enterprise AI infrastructure
The Role
Report to the CTO, you'll own service delivery across customer-facing private cloud deployments. This is in early stages - the service function hasn't yet caught up with the pace of the company's growth.
The Company
Over twenty years across data centres, cloud ops and high-performance compute, with 45,000+ GPUs deployed worldwide. Operate across power, land and compute rather than just reselling capacity - the project has its own dedicated GPU clusters, high-performance networking and sovereign AI deployments helping organisations moving into production.
What You'll Own
- Daily service desk delivery via the ITSM platform, against strict SLAs, KPIs and documentation standards.
- Major Incident Management... acting as MIM for Priority 1 incidents, coordinating internal teams, external partners and customer communications through to resolution and post-incident review.
- The change management process end to end.
- External support partner, including on-site teams and remote providers.
- Leadership of a distributed team: 5+ people across multiple time zones, plus the on-site GPU operations lead at each customer deployment, with a clear expectation to grow your team.
- Standardisation of service delivery across all sites, and clean handover of new deployments from delivery into steady-state operations.
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What We're Looking For
- Proven experience leading an IT service team to a high standard of customer service, and mentoring people through it.
- Genuine ITIL/ITSM process depth: certification or equivalent hands-on experience.
- A real technical background in one of: data centres, network engineering, or systems administration. You'll be working with the CISO on security incidents and with product and software teams on support tooling, so this isn't a maybe, it is a must!
- Demonstrated experience with ITSM tools.
- Current or previous certification in at least one of: RHCE or other Linux certifications, CCNA/CCNP or other networking certifications, or data centre management certifications (EPI, BICSI, Schneider Electric)...
- Server and PC hardware knowledge.
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Package
Includes equity options, unlimited holiday, cycle to work and tech schemes. 100% remote within the UK, with occasional travel for events and partner meetings.
You must be located in the UK and hold right to work. No sponsorship available.
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