Sovereign Support Manager, Sovereign Operations

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Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in technical leadership and people management.
• Experience in supporting operating systems, networking, scripting and automation, and application troubleshooting.
• Experience in IT service desk tools and technologies.
• Experience in ITIL and Agile frameworks.
• Developed Vetting (DV) level Security Clearance.

Preferred qualifications:

• ITIL v3 or v4 Foundation certification.
• Experience with creating or optimizing deployment or support processes for desktops, laptops, video conferencing, wireless devices, software, and patches.
• Experience in supporting Chrome OS, Windows, Mac OS, Unix, networking, scripting and automation, application troubleshooting.
• Experience developing or improving ITIL processes.
• Understanding of local and wide area networks (LAN/WAN) and mobile computing environments.
• Understanding of complex IT infrastructure and ability to troubleshoot issues.

About the job

Google Cloud's UK Sovereign Operations team delivers, operates and secures private cloud services. We aim to provide the flexibility, reliability, and scalability of public cloud for customers with exceptionally high security requirements that can only be met in a private cloud environment. We deliver and operate these private cloud deployments for the most critical customers, helping scale, secure and maintain the deployment whilst working closely with Google Cloud product teams to continually improve our technology.

As the Sovereign Support Manager for UK Sovereign Operations, you will lead our Service Desk team that provides private cloud support services, for critical UK customer workloads. You will oversee the day-to-day operations of the Service Desk, ensuring adherence to KPIs and providing a support service which delights and exceeds customers' expectations. While leading the team with empathy to foster a customer-centric culture, with active listening and psychological safety. You will drive continuous improvements and automate common tasks, manage incidents and conduct blameless retrospectives. Additionally, you will be developing and evolving the Service Desk processes to integrate with any customers ITIL 4 processes such as incident, change and event monitoring.

In this role, you will be able to troubleshoot technical problems with a mix of debugging, networking, system administration and coding/scripting skills. You will update our playbooks to help our UK team and help similar teams around the world. You will help drive the success of Google Cloud by understanding and advocating customers issues. This will include a requirement to work non-standard work hours and participate in an on-call rotation.

Responsibilities

• Oversee the day-to-day operations of the service desk, ensuring adherence to Service-level agreement (SLAs) and key performance metrics (KPIs).
• Build and nurture a high-performing, diverse team with a customer-centric culture, and drive continuous improvement both internally and in conjunction with customers.
• Collaborate with other Google teams in UK Sovereign Operations, as well as wider Google Cloud engineering teams, to resolve complex issues and improve overall service delivery.
• Implement and evolve Service Desk processes and procedures, including incident management, change management, and problem management. Monitor customer satisfaction levels and implement strategies to address any concerns.
• Guide all technical aspects of development, including security requirements and policy definition, design, implementation, unit testing, and integration.