Overview In this role you will lead end-to-end delivery of cloud and infrastructure services for clients from our Birmingham office, balancing SLA compliance with value delivery. You will drive AI-enabled operations, automation, and service improvements, collaborating across IT, DevOps, and business units. You'll manage vendor relationships, client communication, and risk, shaping operational excellence at scale. This is a hands-on leadership role in a global, innovation-driven environment with a strong focus on security and continuous improvement.
Compensation / Benefits- 25 days' vacation per year
- Private medical insurance
- 3 extra days leave per year for charitable work
Responsibilities- Own end-to-end service delivery and ensure SLA compliance
- Develop and implement strategies to integrate AI and automation into IT operations
- Coordinate with IT infrastructure, end-client, service management and owners to ensure timely service delivery within budget
- Serve as primary escalation point for service-related issues
- Manage vendor relationships and alignment of third-party services with business objectives
- Participate in on-call rota
- Act as primary client contact for service delivery matters
- Communicate service updates and incident resolutions to clients
- Identify opportunities for service improvement with end-client
- Analyze performance metrics and drive continuous improvement and upsell opportunities
- Lead AI-driven monitoring tools to proactively resolve issues and optimize uptime
- Use AI/ML to predict, prevent, and manage incidents to reduce downtime
- Define and track KPIs to measure impact of AI Ops initiatives
- Educate teams on AI Ops tools and methodologies
- Maintain runbooks and service agreements; produce regular performance reports
- Collaborate with cross-functional teams to align AI Ops initiatives with goals
- Develop organizational AI capabilities through training and skill development
- Identify and mitigate delivery risks and ensure compliance with regulatory requirements
- Lead automation of repetitive tasks and select suitable AI Ops tools and platforms
Key requirements- Experience in Service Delivery and AI Operations managing Infrastructure and Cloud services
- Hands-on experience with AI Ops platforms such as Dynatrace and ServiceNow AI Ops
- Knowledge of IT Managed Services frameworks and processes
- Strong technical background with experience managing technical teams
- Client Data Protection knowledge and awareness; experience with Client Data Protection Plan and security controls
- Strong stakeholder relationship skills
- Eligibility for UK Government security clearance
- Strong stakeholder management
- Cross-functional collaboration
- Effective client communication
- AI Ops platforms (Dynatrace, ServiceNow AI Ops)
- IT Managed Services frameworks and processes
- AI-enabled automation and monitoring solutions
