Team Manager - Managed Services

Who is sa.global sa.global addresses industry challenges through vertical-focussed solutions. Leveraging modern technologies like AI and Copilot, we empower organizations to make intelligent decisions and act faster. Our solutions and services are 100% based on Microsoft business applications and the Microsoft Business cloud, and benefit advertising and marketing, accounting, architecture and engineering, consulting, homebuilding, legal, and IT services companies. Through our industry-first approach, we want to put solutions in the hands of people closest to the problem to enable organizations to act faster and make intelligent decisions. Over 800,000 users in 80 countries around the world rely on sa.global's industry-focused expertise to gain value faster, adapt quickly to changes, and build for the future. We have 30+ years of real-world experience, we are an 11-time winner of the Microsoft Dynamics Partner of the Year Award, and we've been a part of Microsoft's elite Inner Circle for 11 years. Our global organization has a 1000-member team across 25 countries. For more information, visit Why Choose sa.global Open, flexible, vibrant, collaborative, and diverse – these are just some of the terms that our employees use to describe the culture at sa.global. We believe and encourage innovative and dynamic thinking. Our culture and values give us the extra edge to help us scale greater heights. Led by our Core Values: Agile, Capable, and Committed, which form an integral part of who we are, we constantly strive to provide an inclusive work environment. Our employees come from varied cultural and social backgrounds, and we strive each day to work towards making sa.global a great place to work. Values of sa.global Contribute towards a working environment that represents "one sa.global" where everyone is seen as an equal, and equality and diversity is championed. Interact with a wide variety of colleagues, customers, and stakeholders at all levels with respect, courtesy, and professionalism. Come as you are, make work fun & others successful, and foster an always learning mentality. About the Role We offer a career with growth opportunities in a dynamic, collaborative, and supportive organization. We also have a strong and ethical working culture. If you'd like to work with a team that is passionate about their work while also having a good sense of fun, you might have just found what you are looking for! sa.global is looking for a motivated and skilled Team Manager to join our dynamic Managed Services team in Colombia! Purpose Statement The Team Manager holds a pivotal role in coordinating a hybrid virtual/local team of professional consultants. This role requires strong technical expertise, an understanding of ITIL best practices, managed services, strong managerial, mentoring, and client-facing skills to ensure that the team provides high-quality support and services. You work with a team that has passion for their work, a good sense of fun, and a strong work ethic. You encourage a collaborative work environment that supports growth and change and allows you to build up a business, define new ways of doing things, and explore new paths. Primary Measures Efficiency and Quality of Delivery. People Retention and Satisfaction. Major Areas of Responsibility Functional Specialism Provide advanced functional support and expertise in Level 2 and 3 support on client accounts, serving as a Senior Consultant. Team Leadership (TLMG) Lead and coordinate a team of professional consultants, ensuring effective collaboration, resource allocation, and achievement of service delivery targets. Learning and Development (ELRN) Facilitate continuous learning within the team, providing guidance, mentoring, and ensuring skill development to enhance overall team performance. Incident and Problem Management (INMGT) Lead the resolution of complex incidents and problems, contributing functional expertise and overseeing the team's efforts in troubleshooting and root cause analysis. Resource Management (REMG) Coordinate resources, prioritize tasks, and manage workloads to ensure the timely resolution of Level 2 and 3 support issues. Key Responsibilities Where Applicable: Application Support Incident Management and Resolution - Provide prompt and effective resolution of application incidents and service requests. Utilize a structured approach to diagnose and troubleshoot issues, leveraging support tools and resources. Ensure clear communication with stakeholders throughout the incident lifecycle to keep them informed of status and progress. Proactive Services Comprehensive Documentation and Process Management - Develop and maintain detailed process documentation, including standard operating procedures (SOPs), troubleshooting guides, and best practice manuals. Ensure all documentation is updated as required to reflect the latest changes and enhancements in the system. Functional Leadership and Oversight Provide functional direction and support to the managed services team. Lead the team in troubleshooting and resolving complex issues. Point of escalation for Major Incident Management. Team Management and Development Coordinate the activities of the managed services team to ensure efficient service delivery, ensuring systems, methodologies and procedures are in place and followed. Mentor and train team members to enhance their functional and professional skills. Manage and allocate resources effectively to meet service level agreements (SLAs) and project deadlines. Conduct regular performance reviews and provide feedback to team members. Client Engagement and Support Service Delivery - Ensure the delivery of high-quality services in line with client expectations and contractual obligations. Incident Management - Manage and resolve escalated incidents and ensure timely communication with clients. Strategic Planning and Continuous Improvement Identify and implement improvements to service delivery processes and methodologies. Stay updated with the latest features and capabilities of Microsoft Business Applications to recommend enhancements and optimizations. Knowledge Management Ensure contribution and maintenance of knowledge base to facilitate efficient issue resolution and onboarding of new team members. Collaboration and Coordination Work closely with other teams (e.g., development, infrastructure, and client) to ensure seamless service delivery. Coordinate with third-party vendors and service providers as necessary. Knowledge, Skills, and Experience Proven experience in a team lead or similar role within a Managed Services environment, aligned with SFIA competencies, and with a focus on Level 2 and 3 support across Microsoft Business Applications. Bachelor's degree in a relevant field; Master's degree is a plus. In-depth knowledge of various technologies and support tools relevant to Level 2 and 3 support. Relevant certifications in IT Service Management (ITIL) and specific technical areas are a plus. Strong organizational skills with the ability to prioritize competing demand and self-manage time effectively. Strong dedication to ensuring client satisfaction and delivering value to clients. Passion for people and creating an environment that attracts and retains people with a strong desire to deliver exceptional customer experiences. Strong enthusiasm for tackling complex challenges and finding unique solutions. Proven ability to lead others through putting the needs of the team first. Commitment to maintaining high service delivery standards. Self-motivated and able to work autonomously and as a team member. #J-18808-Ljbffr