Managed Service - Technical Team Lead

Added: 2/28/2022

REF: 19924

Contract: Permanent

Location: United Kingdom, United Kingdom

Managed Service – ServiceNow Technical Team Lead

 

What we need

Alldus are looking for a Technical Team Lead to join our clients fast-growing customer operations business.  The role will be responsible for the technical excellence and development of their Managed Service team and delivering exceptional focus on quality customer outcomes. We are looking for an experienced Team Lead who has a proven track record of being outstanding and strives for an exceptional customer success experience. 

 

Candidate Qualities

  • Attention to detail
  • Solution oriented and a problem solver
  • Displays Technical leadership
  • Is highly coachable
  • Has a growth mindset - desire to learn and grow with the company
  • Is accountable and adopts extreme ownership
  • Has a people first mentality
  • Is client focused and able to provide/influence for best customer outcomes
  • Ability to manage multiple priorities in a highly paced, fast-moving environment, sometimes under pressure
  • Has the ability to build success through a team
  • Is comfortable making technical decisions independently


Key Responsibilities

  • Contributes to the development of the Managed Service team members
  • Help deliver the Managed Service to maintain and increase value provided to clients
  • Achieve performance targets, measure effectiveness of our Managed Services & determine ways to improve customer outcomes
  • Optimise process and workflow within the department and provide clarity of roles and responsibilities as we scale up
  • Provide leadership and drive success across all customers platform maintenance activities including minor enhancements, patching, cloning and upgrades
  • Assist with customer onboarding to ensure all parties are ready to execute against methodology and best practice
  • Assist in hiring and growing the team
  • Lead or participate in training and/or defining training curriculum to ensure consultants are adequately skilled in supporting ServiceNow product versions and modules
  • Help ensure correct assignment of technical resources to Managed Service activities based on complexity and skill level
  • Serve as an escalation point for customer-raised issues, providing root cause analysis when required
  • Perform quality assurance reviews on tickets to identify issues and agree/manage improvement plans/actions
  • Identify opportunities and provide additional value to our clients and work closely with engagement and account managers to progress
  • Collaborate with the Head of Managed Services; providing input and taking ownership of some key operational and companywide strategic roll out


Candidate Profile

  • Experience of leading or managing teams in a fast-paced SaaS service environment
  • Experience in maintaining high morale and supporting people to succeed
  • Ability to effectively communicate with all levels of the organisation and with clients to senior level
  • Ability to demonstrate analytical and problem-solving skills with excellent verbal, written and time management skills
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) around all key decisions during Managed Services delivery
  • Ability to deputise for the Head of Managed Service when required
  • Good Knowledge of the ServiceNow platform
  • Understanding of ITIL processes, including Incident, Problem, Configuration Management, Problem, Knowledge, Asset and Event Management
  • Previous experience of Agile methodology and release management

 

Preferred Qualifications & Experience

  • Team Leader/Managerial experience
  • Mid-server Management
  • Configuring & Managing Integrations (REST, SAOP, Integration Hub)
  • Javascript
  • ITIL Foundation / Intermediate / Expert certified
  • Relevant Agile or SCRUM training / certification
  • Experience of working in public sector organisations
  • SC clearance eligibility
  • Applicable IT and Management related certifications

ServiceNow Specific

  • Certified ServiceNow System Administrator
  • ITSM Implementation Specialist
  • CMDB Implementation
  • ServiceNow development experience
  • CSM certification

 

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