At a Glance
- Tasks: Lead cloud service management and ensure operational excellence across innovative cloud products.
- Company: Join a forward-thinking tech company focused on cloud solutions and collaboration.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for professional growth.
- Other info: Dynamic role with potential for career advancement in a fast-paced environment.
- Why this job: Make a real impact in cloud technology while developing your leadership skills.
- Qualifications: Experience in cloud operations and strong stakeholder management skills required.
The predicted salary is between 63000 - 77000 £ per year.
The Role
As a Cloud Service Management Lead, you will operate as the senior service management authority across the Cloud Platform portfolio, reporting into the Technology Platform Lead.
You will provide end-to-end service leadership across strategic cloud products and services including Containers (GKE, AKS), Service Mesh (Istio), API & Integration Platforms (Apigee, APIM), Platform Engineering, Observability, and associated Cloud Services.
The role requires a unique blend of technical credibility, service leadership, stakeholder management, incident management, operational governance, and strategic communication.
You will partner closely with Product Owners, Engineering Leads, SRE Leaders, Architects, Platform Operations teams, Business Engineering teams, and CIO stakeholders to ensure platform reliability, operational excellence, service adoption, and customer satisfaction.
You will act as the primary point of orchestration during major incidents, service degradations, and platform-wide operational challenges, ensuring effective communication, clear decision-making, rapid recovery, and continuous service improvement.
Your responsibilities
- Service Leadership & Governance
- Own the overall health, stability, adoption, and operational effectiveness of cloud platform services.
- Act as the service lead across multiple cloud products including GKE, AKS, Istio Service Mesh, Apigee, APIM, and associated platform services.
- Establish service management practices, governance frameworks, operational KPIs, SLAs, SLOs, and service review processes.
- Drive service maturity, reliability improvement initiatives, and operational excellence programs across the cloud platform landscape.
- Review platform risks, dependencies, technical debt, recurring incidents, and customer-impacting issues to proactively improve service outcomes.
- Stakeholder & Relationship Management
- Build strong relationships with Product Owners, Engineering Leads, SRE Leaders, Platform Leadership, Business Engineering teams, and CIO stakeholders.
- Act as the single service escalation point for cloud platform consumers and business stakeholders.
- Independently manage external-facing communications regarding incidents, service risks, outages, maintenance activities, and platform roadmap updates.
- Collaborate with business engineering teams to understand dependencies on platform products and proactively address challenges impacting delivery teams.
- Facilitate service governance forums, operational reviews, executive updates, and stakeholder communications.
- Incident & Major Event Management
- Lead major incident management activities for platform-wide service disruptions and critical outages.
- Coordinate technical teams, SREs, Product Teams, Operations Teams, and Business Stakeholders during Sev1/P1 incidents.
- Ensure timely stakeholder communications, impact assessments, escalation management, restoration planning, and executive reporting.
- Maintain clear communication channels between technology teams and business stakeholders throughout incident lifecycles.
- Conduct post-incident reviews, root cause analysis sessions, and drive remediation ownership to prevent recurring failures.
- Operational Excellence & Continuous Improvement
- Monitor overall platform performance, reliability trends, service adoption, and operational metrics.
- Drive proactive identification and resolution of service bottlenecks, recurring operational issues, and customer pain points.
- Partner with SRE leaders to improve observability, alerting strategies, resilience engineering, and operational readiness.
- Champion automation, operational simplification, self-service capabilities, and continuous improvement initiatives.
- Support platform roadmap planning by identifying opportunities to improve customer experience and operational efficiency.
- Strategic Planning
- Develop communication, escalation, and operational response strategies for critical services.
- Contribute to platform operating models, support models, service transition planning, and governance frameworks.
- Influence platform investment decisions through service insights, customer feedback, reliability metrics, and operational data.
- Align platform services with broader enterprise technology strategies and business priorities.
Your Profile
Essential skills/knowledge/experience
- Strong experience in Technology Service Management, Platform Operations, Cloud Operations, or Site Reliability Engineering leadership roles.
- Strong understanding of public cloud technologies, cloud-native architectures, and platform engineering principles.
- Technical knowledge of one or more cloud platform services including:
o Google Kubernetes Engine (GKE) o Azure Kubernetes Service (AKS) o Istio Service Mesh o Apigee API Platform o Azure API Management (APIM)
- Strong understanding of Kubernetes ecosystems, networking, resilience, scalability, availability, and cloud operations.
- Experience leading major incidents, crisis management, operational escalations, and service recovery activities.
- Strong understanding of ITIL Service Management principles and operational governance frameworks.
- Experience defining and managing SLAs, SLOs, KPIs, service reviews, operational reporting, and stakeholder governance.
- Ability to effectively communicate complex technical issues to senior technical and non-technical stakeholders.
- Experience managing relationships across Product, Engineering, Operations, Architecture, Business Engineering, and Executive Leadership teams.
- Excellent stakeholder management, influencing, negotiation, and conflict-resolution skills.
- Strong analytical mindset with the ability to assess service health, identify risks, and drive data-driven decisions.
- Ability to operate independently in highly complex, fast-paced, and ambiguous environments.
Desirable skills/knowledge/experience
- Experience working within large-scale enterprise cloud transformation programmes.
- Exposure to SRE practices, operational resilience, chaos engineering, and reliability frameworks.
- Knowledge of observability platforms such as Dynatrace, Grafana, Prometheus, Splunk, Elastic, or similar technologies.
- Experience supporting API ecosystems, microservices platforms, developer platforms, and integration services.
- Cloud certifications across Google Cloud Platform, Azure, Kubernetes, or Service Management disciplines.
- Experience operating within regulated industries such as Banking, Financial Services, Insurance, or Fin Tech.
- Knowledge of platform engineering operating models and Cloud Center of Excellence (CCo E) practices.
- Demonstrated ability to influence senior leadership, CIOs, and business stakeholders.
- Strong consulting mindset with customer-centric thinking and service ownership mentality.
Cloud Service Management Lead in London employer: Tcs Uk
As a Data Governance Specialist at our company, you will be part of a dynamic team dedicated to driving customer excellence through robust data governance practices. We pride ourselves on fostering a collaborative work culture that values innovation and continuous learning, offering ample opportunities for professional growth in a supportive environment. Located in a vibrant area, our workplace not only provides a stimulating atmosphere but also encourages a healthy work-life balance, making it an ideal place for those seeking meaningful and rewarding employment.
