About the role
This is a remote position.
Managing the day-to-day operations of the Managed Services Team in a tech business transformation consultancy, this position ensures the delivery of a professional, efficient, and effective service to all managed services customers. The role focuses on driving high-quality consultancy, maintaining quality standards, and ensuring service operations align with defined targets and customer satisfaction goals.
Reporting to the Head of Customer Success, the post holder line manages, mentors, and coaches assigned Managed Services team members while supervising team workload, operational performance, and staff welfare.Working fully remotely from South Africa during UK business hours, additionally, the role contributes to ongoing service growth by encouraging the identification of upsell opportunities within existing accounts, supporting pre-sales activities, and feeding customer trends and analysis into product ideation.Key Responsibilities
Manage day-to-day operations of assigned Managed Services team members, ensuring smooth service delivery and adherence to customer SLAs.
Research, own, and resolve logged tickets to provide solutions, workarounds, or action plans, achieving a target personal utilisation of 35%.
Assist team members with ticket resolution and act as a point of escalation for operational performance and customer queries.
Line manage assigned team members, providing mentoring, coaching, and performance management while overseeing staff welfare and safe working practices under the direction of the Head of Customer Success.
Ensure the service offering conforms to the ITIL framework and service delivery best practices, driving continuous process improvement and quality standards.
Engage with clients from pre-sales through to go-live, acting as the operational authority on Managed Services.
Support business development by assisting Sales and Marketing with pre-sales requirements, liaising with third-party vendors, and encouraging account expansion and upsell opportunities.
Provide feedback on customer trends and operational insights to inform the ideation and development of competitive new products and solutions
Requirements
2 to 3 years’ experience in delivery support within a multi-client environment.
In-depth knowledge of multiple Unit4 Business World (UBW) modules or another Enterprise Resource Planning (ERP) system.
Excellent analysis, investigation, and problem-solving skills.
Excellent written and verbal communication skills.
Proven ability to deliver ad-hoc informal training to customers and colleagues, as well as create and deliver presentations.
Good mentoring and coaching skills.
Confident leadership style with an open, collaborative, and practical approach.
Desirable Requirements
Experience in delivering build work or significant configuration on several modules within an ERP system.
Ability to coordinate customer account management and internal resource allocation.
Track record of proactively generating additional work items and revenue for a managed services team.
Ability to lead the introduction of new processes to improve service delivery and quality standards.
Self-sufficient in learning new products and skills.
Flexible and adaptable approach within a growing business environment.
Ability to remain calm under pressure and maintain focus on deadlines.
Required Software SkillsUnit4 Business World (UBW) / ERP systems.
Originally posted on Himalayas