Job Title

Company Profile - Managed Cloud Service Provider in the M+E spaceAs the Head of Engineering, you will be responsible for overseeing the technical operations of managed cloud services, ensuring high- quality delivery and exceptional customer experiences. You will lead a team of skilled DevOps and Cloud Systems Engineers, manage escalations and complex situations, and collaborate with cross-functional teams to continuously improve the service offerings. This is a hands-on, player-coach leadership role requiring both strategic vision and deep technical expertise in cloud computing and AWS services.Key Responsibilities Leadership & Team Management: Lead, mentor, and grow a high-performing team of DevOps and Cloud Systems Engineers. Foster a culture of continuous improvement, collaboration, and accountability within the engineering team. Develop and execute strategies for team performance, professional development, and succession planning.Technical Strategy & Operations: Oversee the design, implementation, and maintenance of AWS environments and our multi- cloud infrastructure services. Ensure robust architecture, high availability, scalability, and security of managed AWS accounts. Implement and refine DevOps best practices, automation, and CI/CD pipelines to enhance service delivery. Own resource management and planning to ensure suitable capacity to deal with workload fluctuations. Customer Engagement & Escalation Management: Overseeing project-based engineering and ensuring the highest quality of work across your staff, when executing change requests for existing customers or large-scale Professional Services cloud projects. Act as the technical escalation point for complex customer issues, ensuring timely and effective solution. Collaborate with Customer Success and Support teams to communicate with senior customer stakeholders, manage expectations, and maintain strong customer relationships. Provide proactive communication and updates to customers on service issues and remediation plans. Strategic Collaboration & Innovation: Work closely with executive leadership to align engineering initiatives with overall business goals. Identify opportunities for process improvements, new technologies, and service enhancements to maintain a competitive edge. Contribute to product roadmap discussions and strategy sessions with a focus on customer- centric solutions. Information Security: Work closely with the CTO to ensure ongoing compliance with security standards including but not limited to ISO27001. Supervise the implementation of robust security measures across all layers of our business and service offerings. Be a key point of escalation for security incidents. Continually research and be vigilant of new security best practices, new technology innovations and emerging cyber threats. Technical Skills: Deep understanding of AWS services (e.g. Control Tower, Guard Duty, AFT, EC2, S3, RDS, etc.) and the six pillars of the well- architected framework. Proficiency in infrastructure-as-code (e.g. Terraform, CloudFormation) and automation tools. Familiarity with CI/CD pipelines, containerisation (Docker, Kubernetes), and monitoring/alerting systems. Strong grasp of security, compliance, and disaster recovery strategies in cloud environments. Soft Skills: A data obsessed mindset with experience in generation of analytics to monitor and improve both platform health and operational efficiency. Excellent leadership and team-building skills with a proactive and collaborative approach. Strong problem-solving skills and the ability to make decisions under pressure. Exceptional communication skills, both verbal and written, with the ability to interact effectively with technical and non- technical stakeholders. High degree of customer obsession and experience in managing escalations and challenging customer scenarios.