Global Head of Service Assurance

Reach New Heights

As the leading cloud solutions provider, we’re on a mission to elevate technology and people so you can reach new heights.

Yes, you. Empowering people to keep growing, learning and succeeding is what we do for our customers and colleagues alike.

As a Cloudreacher you’ll belong to a diverse and dynamic growing global community, play an integral role in shaping an industry at the forefront of technological transformation, and receive constant opportunities to progress in your career.

We passionately believe that innovation is something that’s lived and breathed. Our culture isn’t a nice-to-have but key to who we are and what we can deliver. When we look ahead, we see a bright future.

You too? Let’s talk.

Which team will you be part of?

Cloud Operations are our team of super-human Engineers who support our customer’s cloud infrastructure as a managed service.

We have an awesome Bi-Modal service that offers our customers peace of mind with enterprise level, ITIL driven support, as well as offer all the agile advantages that DevOps and Automation provides. They get their hands dirty across a wide range of technologies including AWS, Azure, Linux, MS SQL, Chef, Splunk, Lambda and and many more.

What will your role be?

Influence organization to always think and act in a Customer First, Globally Consistent, and Scalable manner

• Customer First – Build a culture where exceptional client service is embedded into the DNA of the group. Partner with Sales, End-to-End Delivery, CTA, and adjacent teams in Cloud Operations to deepen competencies in the delivery of CO products.
• Globally Consistent – Partner with Operations Excellence to advance and transform delivery, leveraging a strong metrics base. Implement world-class incident, problem, change, and knowledge management methods and capabilities across the global delivery organization.
• Scalable – Leverage automation and process improvement at every opportunity to create higher levels of customer and engineer sentiment. Embrace and implement advanced technologies to create a best-in-class end-to-end delivery toolchain that works predictively, not reactively.

What are we looking for?

• Cloud – Understands the constraints and opportunities presented by cloud platform services, and how they fit into both operational delivery and customer solutions
• Systems engineering knowledge – machine fundamentals, operating systems, networking, distributed systems, automation, and scripting
• Software engineering knowledge – algorithms & data structures, languages, runtimes, coding, software system design, APIs
• Customer Focus – Partner with End-to-End delivery to drive the highest levels of customer satisfaction, aligned with Cloudreach goals and strategies.
• Technical Leadership – Builds strategy focused on new and improved automation and tooling, intended to provide differentiation and efficiency at scale. Leads and manages resources responsible for the development of solutions and services required to advance automation and improve tooling. Leads projects, directs tasks and activities and ensures managed services are easy to use, scalable, highly available and secure. Provides management and guidance to direct reports through operational goals that are aligned to functional and business strategies.
• Collaboration – Partners with internal customers to collaboratively and rapidly deliver designs, proof-of-concepts and production ready systems and tooling and operational support guidelines. Enhances team effectiveness through questioning, supporting and coaching, including brokering pragmatic solutions when opinions differ.
• Delivering Outcomes – Executes on strategy within required time frame to achieve business transformation objectives. Sets KPIs relating to Finance, Output, Impact, Reaction or Time.
• Decision Making – Makes decisions that affect the organisation as a whole. Keeps all stakeholders informed throughout, understands how to implement the chosen alternative and how to know when it will be successful. Implements a process for monitoring outcomes and post-decision evaluation.
• Autonomy – Independently makes good judgements and decisions even when data is ambiguous or incomplete, or when insufficient information may be available to decide next steps. Owns and drives solutions, while aware of the long term business goals of Cloudreach
• Incident management – Able to run large incidents and handle escalations.
• Customer focus – Leads customer discussions and resolves conflicts between customer and Cloudreach goals.
• Diagnosis and troubleshooting – Escalation point for intractable issues, especially in areas of specialism.
• Financial – Oversight and management of 3rd party partnership costs, budgeting and renewals.

What you’ll get:
Becoming a Cloudreacher gives you much more than a job title. We reward your skills and expertise by delivering value back, through the Cloudy Deal: ​​​​​​​

• Compensation & Wellbeing: We base your total compensation on the skills, knowledge and behaviors you bring to Cloudreach and aspire to provide flexible benefits, enabling you to achieve a work-life balance that helps you thrive.
• High Impact: We want you to make a personal impact: delivering results that help grow the business and make a difference to our customers, your colleagues and your community. Job satisfaction at its best.
• Career Development: You’ll find constant opportunities to take on new roles and grow with Cloudreach, as well as training, coaching, and continuous feedback to boost your expertise and give you career-enhancing skills.
• Culture & Engagement: We have a dynamic and inclusive working environment built for collaboration, flexibility, openness – and fun, with managers who listen, engage and empower your actions.

The Experience:

• Recharging your batteries: When you need time to recharge, our uncapped holiday allowance will do the trick.
• Feeding your mind: Expand your mind through our excellent learning platforms and become a fully-fledged Cloudreacher before you know it.
• Taking care of your body: We help take care of your body through our health and wellness programmes, and sustain you throughout the day with snacks and drinks from our well-stocked kitchens.
• Lifting your spirit: Our dynamic workspaces are designed to accommodate individual working styles, complete with pool tables and beanbags for more playful moments.
• Giving you flexibility: You’ll feel immediately plugged in with a brand new Macbook and smartphone for the office and beyond, helping you work where and how you want.
• Connecting you: Our regular Cloudy Lunches bring everyone together to bond over a plate – or two – of free food.

We strive to remove barriers, eliminate discrimination and ensure equal opportunity through our transparent recruitment process. We are open to all groups of people without regard to age, disability, marital status, gender identity, race, colour, sexual orientation, religion, military status, veteran status or any other legally-protected characteristic.