Cloud Services Lead

The Hut Group

Manchester, GB / England, GB
  • Job Type: Full-Time
  • Function: IT
  • Post Date: 04/06/2021
  • Website: thg.com
  • Company Address: Voyager House, Chicago Avenue, Manchester, M90 3DQ

About The Hut Group

THG has grown from a start-up business to a global digital commerce group, fast becoming one of the world’s leading beauty and wellbeing online retail organisations.

Job Description

THG is an international technology company and leading online retailer, home to premium brands such as lookfantastic, Myprotein, and ESPA; all of which are powered by our industry-leading and award-winning technology platform, THG Ingenuity.

Tech at THG

Technology is the driving force behind THG, and it starts with our people. We are ambitious with our goals and challenge conventional thinking. THG Technology is different because we support every single person to make massive impact and drive their own work. Our people are always learning, and we work every day to ensure our technology, from our software platforms, to our hosting services, to our M.L capability and beyond, is world class. This enables us to keep powering THG and our partners on a global scale.

What will I be doing?

As the Cloud Services Lead within the Global Operation Centre, you will be responsible for Service Design and Service Delivery to our Managed Service Customers, playing a key role in the development, growth and success of THG’s Managed Service capability.

You will lead, motivate and oversee the day-to-day management of the Cloud Services Support Team, consistently delivering a World Class Experience to our Customers.

You will maintain strong relationships with our partners and Customers, immersing yourself in their business(s) and tailoring our services to help deliver the desired outcomes and goals.

You will play a pivotal role in maintaining a Service Catalogue focussed on secure, differentiated high value services that take advantage of intelligent automation, data insights and provide value to our Customers.

    Lead the day-to-day operational Cloud Services Team (Incident, Major Incident, Request, Change)
    Act as an escalation point for Managed Service operational issues
    Plan and schedule routine Managed Service components, such as patch and lifecycle reports, in line with contractual agreements.
    Create and enhance processes and procedures, systems and tools
    Develop service definitions and pricing models for input into client service schedules and marketing offerings
    Working with the product team, develop strategic managed services, owning the process through design, transition, sales and inclusion into THG’s service catalogue
    Act as a service expert identifying opportunities to introduce innovative ways of working into Managed Service delivery
    Collaborate with the Cloud Sales Technical Solutions function within a pre-sales capacity to provide input into RFIs, RFPs, RFQs, ITTs and bill of materials for project and service scoping
    Manage the transition of customer services into the support operation
    Hold Service Review meetings
    Produce Customer and Internal Management Reporting on service performance
    Create Service Improvement Plans
    Build strong and lasting relationships with Customers and internal stakeholders
    Promote the adoption of the Cloud Managed Service with our Customers to deliver the maximum value on their investment, maintaining customer loyalty and high Service renewal rates
    Line manage, motivate, coach and develop a high-performance Cloud Services Team including 121’s, Performance Reviews, Training, Objectives etc.
    Ensure that the Cloud Services Support Team are trained and operationally ready to deliver any new services
    Manage shift rotas and on call
    Advocate Customer Experience across all teams to deliver the best outcomes for our Managed Service Customers

Requirements

What skills and experience would I need?

    Minimum 3 years’ experience in IT services industry, working at least 1 year in a customer-facing role
    Good understanding of service methodologies and approaches e.g. ITIL
    Good understanding of Service and Security standards e.g. ISO27001, 9001
    Previous exposure to ITSM toolsets with a clear understanding of how tools should be used to support IT service process activities.
    Excellent verbal, written communication and presentations skills together with the ability to deliver customer presentations
    Must be accountable with a strong work ethic, a sense of urgency and ownership, and be able to work effectively both independently and as part of a team
    Data driven, highly organized, and detailed oriented
    Continually improving, caring about quality, and delivering customer value
    Experience managing technical teams
    Effective time management skills: with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures.
    Experience in developing successful managed service products and services
    Able to collaborate with Cloud Service internal stakeholders (Sales, Pre-sales, Project, Delivery, Product, Marketing & Support)
    Strong business & commercial awareness around different cloud technology solution stacks such as Bare Metal, Colocation, VMware and Openstack
    Proven expertise in developing others, driving continuous improvement and leveraging best practices

Benefits

What's in it for me?

    Competitive salary
    Build solutions using the latest technology
    Work alongside genuine industry experts
    Continuous development through THG Academy, our in-house L&D team
    Staff discounts on THG brands and Hale Country Club
    On-site doctor, physio and barber

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.