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.

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