Cloud Senior Technical Manager

Role Summary:

The Cloud Senior Technical Manager operates as an individual contributor, providing consultative technical leadership across a portfolio of managed enterprise customers. This role acts as a trusted technical authority for complex accounts, owning the technical integrity of customer solutions end to end. The role translates business requirements into resilient network and security architectures and partners with Service Management and Operations to improve customer outcomes and service quality.

This role sits within the Professional Services function and works closely with Service Management, Operations, Sales, and customer stakeholders. The role operates with a high degree of autonomy and leads technical delivery across complex customer environments. The role does not have formal line management responsibility but provides technical leadership, guidance, and mentorship across the function.

Duties and Responsibilities

• Own end-to-end technical accountability for customer solutions, ensuring integrity, lifecycle management, and alignment with business objectives.
• Deliver high-quality Professional Services engagements, meeting agreed scope, timelines, and customer expectations.
• Act as a trusted technical authority across complex customer environments, providing leadership in Virtualization, Windows or Linux solutions.
• Serve as the primary technical interface, translating customer business and operational requirements into scalable and standardized service solutions.
• Drive risk management and compliance, assessing solution risks and advising on security standards, best practices, and audit readiness.
• Advocate for the customer internally, supporting incident management, ensuring service performance, and coordinating with third parties.
• Manage and continuously improve the customer experience, demonstrating ownership, flexibility, and technical excellence.
• Stay current with industry trends, applying innovation and best practices to enhance customer solutions and services.
• Provide technical leadership on complex accounts, mentoring peers and contributing to overall capability development.

Measures of Success:

Customer outcomes are defined as demonstrable, customer-validated improvements delivered through technical leadership (e.g., adoption of a new capability, measurable service improvement, or strategic risk reduction).

• High customer satisfaction and partnership strength, reflected in feedback, retention, and trusted advisor status
• Consistent and successful delivery of engagements, meeting scope, quality, and timeline commitments
• Stable, secure, and compliant environments, with effective risk management and successful audit outcomes
• Strong stakeholder engagement, including clear communication and influence at both technical and executive levels
• Effective operational performance, including SLA adherence, efficient incident resolution, and well-managed third-party dependencies
• Quality and impact of technical advisory, driving adoption of best practices and optimized architectures
• Contribution to business growth, through successful pre-sales support and identification of upsell opportunities
• Continuous service improvement and innovation, aligned with evolving technologies and industry standards
• Accurate documentation and reporting, supporting governance and service transparency
• Recognition as a technical leader, demonstrated through ownership of complex engagements and mentorship of others

Required Experience / Qualifications

• 5+ years’ experience in Managed Service Provider environment.
• Demonstrated ability to work autonomously in a multi-vendor, enterprise-scale environment.
• Working knowledge of IT service management concepts and practices (e.g., ITIL).
• Strong understanding of complex hosting solutions, Web Farms, Clustering and Multitenancy.
• Good understanding of security requirements in a solution.
• Advanced experience with Windows and Linux based solutions.
• Hands-on experience building virtual datacentre environments.
• Hands-on experience with public cloud (Azure, AWS or Google).
• Experience with Hybrid Cloud, On-prem to Public Cloud (Azure, AWS or Google).
• Experience designing hosting solutions fitting business requirements.
• Hands-on experience with Disaster Recovery or High Availability architecture.
• Commercial acumen: understands the financial impact of strategic and operational decisions and can identify opportunities for cost reduction.
• Strong executive presence and stakeholder management skills, with the confidence to present to technical and senior leadership audiences.
• Experience working on major international and global accounts.

Desirable Experience / Qualifications

• ITIL (Foundation or higher).
• Microsoft Windows Server Certification (AZ-802).
• VMware Virtualization (VCP, VSF).
• Public Cloud Certification (Azure Foundation or AWS Associate).
• Enterprise System Architecture and Strategy.
• Advanced security-hosting (ACL, Policy, Patching, Firewall).
• Endpoint protection, detection, and response (e.g., XDR).
• Vulnerability management.
• Cloud platforms (Azure, AWS, Google Cloud).

Hours/Travel/Shift:

Normal Office working hours. Remote with flexibility to travel as and when required for customer/team meetings.

Our Commitments: Commitments drive the speed and relevance required to transform our culture and deliver extraordinary value to our customers. By embracing these commitments together, we create a thriving environment where we lift each other up and achieve mutual success.

• Adaptive Mindset: We meet change head-on to build the capabilities we need now. We take personal ownership of our professional development to keep pace with change and actively drive it. 
• Collective Impact: We treat innovation as a team sport, working powerfully together to create extraordinary impact. We collaborate openly and with a shared purpose and amplify our unique human strengths to solve complex challenges that technology alone cannot.  
• Customer Ownership: We own our customers’ success, whether an internal stakeholder or an external client. We take full accountability, anticipate their needs and create smooth experiences to build trust with every touchpoint. In an automated world, personal ownership is GTT’s competitive edge.