Managed Services Team Leader

The purpose of this role is to lead a small team of Managed Services Support Consultants providing a professional, efficient, and effective support service to Embridge Consulting’s Managed Services customers in the resolution of logged tickets. The team also provides remote consultancy services to other Embridge Consulting customers, when required.

The Team Leader will be assigned a group of Managed Services team members to line manage, mentoring the them to provide quality consultancy to Embridge customers and monitoring the delivery of targets and quality of service. The Team Leader will work under the direction of the Service Delivery Manager to ensure the welfare and safe working practices of the Managed Services team and any visitors on site, as well as overseeing and managing any personnel / HR matters relating to the team members assigned to them. This role will supervise the operations of the assigned Managed Services team members and ensures the smooth-running of the group allocated and its undertakings / service provision.

The Managed Services Team Leader will:

• Provide remote support and consultancy for Embridge Consulting clients, responding promptly and knowledgeably to our client support requests
• Ensure successful outcomes for our clients, with continued achievement of conclusive resolutions for all support requests
• Promote best practice within Embridge Consulting by assisting colleagues to provide best in class solutions to clients, through advice and guidance, and best practice templates and standards
• Identify opportunities for service improvement or chargeable activities and to raise these via the Service Delivery Manager or Chief Experience Officer
• Assist colleagues with their calls and act as an escalation point for customers
• Ensure the consistent and professional delivery of the assigned team’s service
• Facilitate time within the team to enable them to research the latest updates and releases to identify new functionality and modules within your SME areas
• Ensure the assigned Managed Services team is working within the parameters of agreed client SLAs as well as ensuring that all services and duties for clients of the Company are performed to exemplary standards
• Ensure the welfare and safe working practices of the assigned Managed Services team and any visitors on site in conjunction with Embridge Consulting’s published and instructed Health & Safety procedures and policies
• Oversee and manage all HR matters relating to the assigned Managed Services team members, under the supervision and instruction of the Service Delivery Manager
• Deputise for the Service Delivery Manager in times of unavailability

These are just some of the activities our Team Leader will be involved with and you will be required to perform any other ad hoc duties as reasonably required by the Service Delivery Manager. Your knowledge, reliability, and expert support for the ongoing maintenance and sustainability of client solutions will be essential to helping our clients achieve their strategic ambitions and bring positive change to digital landscapes within organisations.

Preferred skills for the Managed Services Team Leader role:

• In depth knowledge of multiple Unit4 modules or other ERP system
• Excellent problem solving, analysis and investigation skills
• Excellent written and verbal communication
• Ability to deliver ad hoc informal training to customers and colleagues
• Ability to create and deliver presentations
• Ability to deliver ad hoc short workshops on and areas of your expertise
• Have 2-3 years’ experience of delivery support in a multi-client environment
• Be an SME in at least two work streams
• To be self-sufficient in learning new products and skills
• To have delivered build work or significant configuration on several modules within an ERP system
• Good mentoring and coaching skills
• Ability to coordinate account management of customers and resources within the assigned team members
• Project management skills and ability to manage a diverse and demanding workload
• Pro-actively generate additional work items thereby generating additional revenue into the Managed Services team
• Confident leader with an open, collaborative style and a practical, “can-do” approach

At Embridge Consulting, we empower our team to put meaning behind work ambitions. Our team are handpicked for their skills and experience, and for their style of approach and engagement with others. We are an open equal opportunities employer who holds Disability Confident Employer accreditation, and we are looking for skill, capability, and the right mindset of positivity, creativity, and a sustained endeavour for brilliance and collaborative achievement.

With generous benefits, competitive remuneration, and exceptional support, all of which outstrip businesses of our size in the marketplace, we are able to give our team an environment and way of working that allows them to be who they are – the best at what they do.

We are Embridge Consulting. We take pride in ourselves and our work. We treat others with respect and dignity. We pursue excellence. We are responsible for our actions, and we let them count.

How to apply

Put meaning behind your work ambitions. If you have the skills, the capability, and an approach and ethos which mirrors ours, if you want to work in an environment which celebrates achievement and success, and nurtures and supports people to achieve their goals, then we want to hear from you.

To submit your interest in the position, please apply by email with your CV and covering letter to resourcing@embridgeconsulting.com