Team Lead Implementation (f/m/d)

The Team Lead in the Professional Services department holds the responsibility to empower, guide, and develop a high-performing team that delivers exceptional value to our customers. By fostering a culture of collaboration, continuous learning, and technical excellence, they ensure that the team provides innovative solutions, expert guidance, and outstanding support. Through strategic leadership and a customer-centric approach, leveraging the systems and tools provided as standard by the Services team, they drive operational efficiency, enhance service delivery, and contribute to the success of both our clients and our organisation.

Main responsibilities:

• Team Leadership and Mentorship:

Lead and mentor a team of services specialists (e.g. Technical consultants, Support or Solution Specialists) by providing guidance, training, and fostering a culture of excellence, whilst supporting team members in achieving personal and team objectives through regular coaching and feedback.

• Policy and Process Management:

Develop, implement, and maintain comprehensive services policies and procedures, continuously enhancing processes and tools, integrating industry best practices, and promoting knowledge sharing within the team.

Revenue reporting and resource and capacity planning using Kantata and Salesforce to manage the team capacity, and resource allocation. The role requires a good understanding of Kantata and Salesforce to accurately forecast revenue and allocate assignments to the team. Reporting to Service Director.

• Performance Monitoring and Improvement:

Monitor services staff interactions to ensure adherence to quality standards, providing constructive feedback for improvement and identifying areas for development within the team to create tailored training programmes.

Mentor the team to provide capacity for further product learning in order to cross-skill the team and increase their value proposition to our clients.

• Collaboration:

Coordinate effectively with other department Team Leads to foster seamless communication and collaboration across functions, and work closely with development teams to investigate and resolve reported system defects.

• Disciplinary Leadership:

Oversee hiring and line management responsibilities, including conducting team meetings, appraisals, and one-to-one sessions, whilst addressing performance issues and resolving team challenges promptly and professionally.

• Escalation and Resource Management:

Manage customer complaints and handle escalated cases with professionalism and empathy, ensuring resolutions align with company values, and ensure adequate resourcing to meet operational demands.

• Language skills: Fluent in English language [and corresponding regional requirements]
• Technical Expertise: Strong understanding of SaaS applications and their operational frameworks.
• Leadership Skills: Demonstrated ability to lead, mentor, and inspire a team, fostering a positive and high-performing culture.
• Communication: Excellent verbal and written communication skills, with the ability to engage effectively with customers, team members, and cross-functional stakeholders.
• Problem-Solving: Strong analytical and troubleshooting skills, with a proactive approach to identifying and addressing issues.
• Process Orientation: Experience developing and optimising support processes, tools, and documentation.
• Customer Focus: Passion for delivering exceptional customer experiences and fostering long-term customer satisfaction.
• Education: Bachelor’s degree in a related field or equivalent work experience.

Please submit your application, including salary expectations and potential date of entry, by submitting the form on the next page.

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