Service Manager in Leicester

Join Nordcloud and be part of the European cloud revolution. We supercharge our customers to innovate in hyperscaler cloud, enabling seamless migration, advanced security, and data-driven success. Currently, we are looking for a Service Manager to join our team in the UK.

Location: Leicester

Clearance Requirement: UK Security Clearance – SC

Department: Hybrid Cloud Engineering

Role Overview

The Service Manager for Hybrid Cloud Engineering/Managed Cloud Services is responsible for leading a team of engineers to deliver secure, high‐availability cloud‐native services to clients. This role ensures all operations are compliant with UK government security standards and meet or exceed agreed service levels. Due to the sensitive nature of client environments and data, UK security clearance is required.

Key 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.

Essential Qualifications

• 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.

Desirable Qualifications

• Previous managerial experience in a similar environment.
• Experience with UK government or defence sector clients.
• ITIL certification or equivalent.
• Experience with automation and process improvement in secure environments.

We encourage you to apply, even if you don't meet all of the requirements. We value your growth potential and enthusiasm!

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, a seasonal ticket loan, enhanced maternity and parental leave, gym expense or well‐being monthly and mobile phone allowance.

All applicants must have the right to work in the UK. Nordcloud values diversity and is dedicated to providing equal opportunities for all candidates and employees.