Managed Services Team Lead

The Managed Services Team Lead is responsible for leading and mentoring a team of technical professionals to deliver exceptional managed services to clients. This role requires a balance of some technical experience, particularly in database administration, and proven people management and customer service skills. The ideal candidate will have a solid background in managing Service Level Agreements (SLAs) and ensuring the team meets or exceeds customer expectations. The Managed Services Team Lead will collaborate closely with stakeholders to enhance service delivery, streamline processes, and foster a culture of continuous improvement.

We support a wide range of SQL environments, the issues your team encounter can be so diverse, if you are as passionate about SQL Server and Azure as we are, then the Managed Services Team might be the place for you!

We'll invest heavily in your on-going development of Management skills and technical skills through access to formal training, in-house development sessions, mentoring, and external SQL gatherings such as User Groups, SQL Saturdays, and of course SQL Bits. We cover the cost of study for Leadership exams, SQL Server and Azure exams to make sure you reach your full potential, and you will have personal development time allocated each week to ensure you have time to learn.

Key Responsibilities:

1. Team Leadership and People Management
1. Lead, mentor, and develop a team of database administrators and platform engineers.
2. Set clear objectives, provide regular feedback, and conduct performance reviews to support career growth and development.
3. Foster a collaborative and supportive team culture that emphasizes accountability, learning, and innovation.
2. Customer Service Excellence
1. Serve as the primary point of contact for client escalations and manage client expectations effectively.
2. Build and maintain strong client relationships to understand their needs and ensure consistent, high-quality service delivery.
3. Proactively identify and address areas for service improvement to enhance the customer experience.
3. Database Administration and Technical Experience
1. Oversee database administration tasks, ensuring the team is proficient in areas such as database configuration, monitoring, performance tuning, and troubleshooting.
2. Act as a technical resource for complex database issues and guide the team in resolving technical challenges.
3. Stay updated on industry best practices and new technologies to ensure the team’s skills and knowledge remain current.
4. Service Level Agreement (SLA) Management
1. Manage and monitor SLAs to ensure compliance with client contracts and service delivery targets.
2. Track and report on key performance indicators (KPIs), analysing trends to identify areas for improvement.
3. Implement processes and tools to enhance SLA adherence and optimize service efficiency.
5. Continuous Improvement and Process Optimization
1. Identify opportunities for process improvements and automation to streamline service delivery and reduce operational overhead.
2. Develop and implement best practices and standards for database management, security, and documentation.
3. Conduct regular reviews of service performance, making data-driven recommendations to improve team productivity and client satisfaction.

Qualifications:

• Previous experience as a Database Administrator an advantage
• Proven experience in people management, with a track record of leading, motivating, and developing technical teams.
• Strong background in customer service and relationship management, with a commitment to delivering client-focused solutions.
• Demonstrated experience managing SLAs and ensuring team accountability for service delivery targets.
• Familiarity with ITIL processes, with a certification preferred.
• Proficiency in relevant database technologies and tools, such as SQL Server, MySQL, or PostgreSQL.
• Excellent communication, problem-solving, and decision-making skills.

 Preferred Certifications:

• ITIL v4
• Relevant database certifications (e.g., Microsoft Certified: Azure Database Administrator, Oracle Certified Professional)

The Managed Services Team Lead will play a pivotal role in ensuring high standards of service delivery, fostering team collaboration, and continuously improving processes to meet and exceed client expectations