Applications Microsoft Team Lead

The success of our Applications Managed Services Team is built on the Trust relationship between them and their clients. The result of this relationship is a customer with high satisfaction scores and engaged Version 1 staff, which should then translate into excellent financial performance. The role of the Applications Managed Services Team Lead will sit in our Service Reliability Group (SRG). At a high level, you will have responsibility for people development, managing the output and quality of your delivery team, collaborating across the wider SRG management team, assisting in the identification and execution of sales opportunities, and building and maintaining solid relationships with your customers in order to continue to consistently deliver high satisfaction ratings.

Roles Responsibilities Empowered People

• People management e.g. 1:1s, performance reviews, career development, mentoring etc
• Assuring the quality of your team s delivery, implementing corrective measures as needed
• Team resourcing, working in collaboration with wider SRG Management team
• Team recruitment, working in collaboration with wider SRG Management team
• Influencing positive quarterly Trust Empowerment scores for your team

Customer Success

• Work with Delivery Manager(s) / Portfolio Director(s) / Customer Success Manager / Practice Head as appropriate to agree strategy for assigned accounts
• Input to service design and support for service implementation using technologies associated with your team
• Maintain standards for ISO20000 compliance best practices across the team
• Manage customer escalations, issues, problems, and requirements
• Identify and progress the Continual Service Improvement initiative
• Manage business risk and knowledge to ensure business continuity
• Achieve targets and improvement initiatives for customer satisfaction
• Drive and assure Knowledge Management creation and maintenance across your team

Strong Organisation

• Explore and drive opportunities within existing customers for new/ additional work
• Scoping out work in a pre-sales engagement with our customers to understand what we can deliver using the wide tech stack experience that the team possesses
• Work with sales to develop new opportunities both with new and existing customers
• On the ground technical support / delivery using available capacity