Hybrid Service Manager

at Nordcloud, an IBM Company

• Job title: Service Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Leicester, United Kingdom

About the role

• Service Manager leading a team in Hybrid Cloud Engineering. Delivering secure cloud-native services while ensuring compliance with UK security standards.

Responsibilities

• Lead and manage the engineering team to deliver managed cloud services in accordance with SLAs and security requirements.
• Coordinate the delivery of secure, highly available cloud-native services, ensuring compliance with UK government and industry security standards.
• Develop and maintain effective working relationships with clients, internal stakeholders, and third-party service providers.
• Foster a performance-oriented, service-focused team culture, encouraging continuous improvement and professional development.
• Gather operational feedback and process insights to drive ongoing service enhancements and compliance with security protocols.
• Collect and communicate business requirements, ensuring alignment with both client needs and security obligations.
• Proactively manage, coach, and motivate team members, supporting their career development and ensuring adherence to security policies.
• Schedule and prioritise both planned and unplanned tasks, ensuring operational resilience and compliance.
• Coordinate activities across multiple delivery teams within Managed Services, ensuring secure and efficient service integration.
• Support team members in identifying and pursuing new roles and opportunities within a security-cleared environment.
• Monitor and manage team performance, implementing action plans to address any shortfalls in service delivery or security compliance.
• Act as the primary point of contact for services in scope, facilitating clear communication between technical, account, and security teams.
• Identify opportunities for automation, ensuring all solutions meet security and compliance requirements.
• Prepare and maintain process documentation, ensuring all procedures are up to date and compliant with UK security standards.
• Manage customer satisfaction by addressing requests, suggestions, and complaints promptly and securely.
• Oversee day-to-day staff management, including training and development with a focus on security awareness.
• Collaborate with Customer Success Managers on onboarding, runbook updates, and ad-hoc service requests, ensuring all activities are security compliant.
• Coordinate the full lifecycle of ITIL processes, embedding security best practices throughout.
• Lead the operational readiness of new service offerings, ensuring technical and security requirements are met.
• Manage internal projects, ensuring all deliverables comply with security clearance requirements.

Requirements

• Demonstrable experience communicating across all levels of engagement, including security stakeholders.
• Ability to work independently, manage pressure, and meet tight deadlines within a security-cleared environment.
• Previous experience in IT service or process management within mid to large organisations, preferably in a security-cleared context.
• Strong track record managing stakeholder expectations, both internal and external, with a focus on security and compliance.
• Extensive experience managing SLAs and service descriptions, translating them into secure, live operations.
• Strong team player with a problem-solving attitude and a commitment to security best practices.
• Ability to adapt to agile operational environments with evolving requirements and priorities, maintaining security at all times.
• Experience working in multicultural teams and sensitive environments.
• Excellent interpersonal and communication skills, with an understanding of team dynamics and security responsibilities.
• Enthusiastic, hardworking, and confident, with a proactive “can do” attitude.

Benefits

• Individual training budget and exam fees for certifications
• Flexible working hours and hybrid working model
• Company laptop and needed equipment
• Local package such as up to 7% matched pension contributions, extensive private health care, Bupa dental plan, and a seasonal ticket loan, enhanced maternity and parental leave, gym expense or well-being monthly and mobile phone allowance