Head of Service

Head of Service | Up to £125,000 + Equity | 100% Remote (Must be in UK)

Enterprise AI infrastructure

THE ROLE

Report to the CTO, you'll own service delivery across customer-facing private cloud deployments. This is in early stages - the service function hasn't yet caught up with the pace of the company's growth.

THE COMPANY

Over twenty years across data centres, cloud ops and high-performance compute, with 45,000+ GPUs deployed worldwide. Operate across power, land and compute rather than just reselling capacity - the project has its own dedicated GPU clusters, high-performance networking and sovereign AI deployments helping organisations moving into production.

WHAT YOU'LL OWN

• Daily service desk delivery via the ITSM platform, against strict SLAs, KPIs and documentation standards.
• Major Incident Management... acting as MIM for Priority 1 incidents, coordinating internal teams, external partners and customer communications through to resolution and post-incident review.
• The change management process end to end
• External support partner, including on-site teams and remote providers.
• Leadership of a distributed team: 5+ people across multiple time zones, plus the on-site GPU operations lead at each customer deployment, with a clear expecation to grow your team.
• Standardisation of service delivery across all sites, and clean handover of new deployments from delivery into steady-state operations.

WHAT WE'RE LOOKING FOR

• Proven experience leading an IT service team to a high standard of customer service, and mentoring people through it.
• Genuine ITIL/ITSM process depth: certification or equivalent hands-on experience.
• A real technical background in one of: data centres, network engineering, or systems administration. You'll be working with the CISO on security incidents and with product and software teams on support tooling, so this isn't a maybe, it is a must!
• Demonstrated experience with ITSM tools
• Current or previous certification in at least one of: RHCE or other Linux certifications, CCNA/CCNP or other networking certifications, or data centre management certifications (EPI, BICSI, Schneider Electric)...
• Server and PC hardware knowledge.

PACKAGE

Includes equity options, unlimited holiday, cycle to work and tech schemes. 100% remote within the UK, with occasional travel for events and partner meetings.

You must be located in the UK and hold right to work. No sponsorship available.