Squad Leader

ANS Group; Manchester; Sur place; GBP 60 000 - 85 000; Plein temps

Résumé du poste

ANS Group is seeking a Squad Leader to guide our Business Solutions team, supporting Dynamics 365 and Power Platform. You will develop a high-performing team, delivering on commitments and maintaining high-quality client support.

You will act as the service lead for your area, driving delivery, continuous improvement and strong stakeholder relationships across clients and partners.

Qualifications

• ITIL-aligned service delivery and meeting SLAs/KPIs.
• Experience delivering in or managing managed services teams.
• Experience with Business Solutions (Dynamics/Low-Code) is a plus.

Responsabilités

• Lead and develop a team of analysts and engineers to deliver high performance.
• Act as service lead, driving design, delivery and continual improvement.
• Coach, mentor and support team via 1-2-1s, meetings and development conversations.
• Manage capacity, rotas and performance to meet SLAs and KPIs.
• Drive continual improvements by resolving service challenges and implementing processes.
• Escalation point for customers and stakeholders to ensure excellent service.
• Monitor feedback and performance, using insights to demonstrate value.
• Own and deliver team goals and strategic objectives, fostering innovation.

Connaissances

People management

ITIL

Customer focus

Service delivery

Stakeholder management

Dynamics/Power Platform

Description du poste

As a Squad Leader, you’ll lead our Business Solutions team, supporting clients across Dynamics 365 and Power Platform. You’ll develop and motivate a high-performing team, ensuring we deliver on our commitments and provide consistently high-quality support to our clients and partners.

What will I be doing?

• Lead and develop a team of analysts and engineers, creating a high-performance culture focused on customer success.
• Act as the service lead for your area, driving service design, delivery and continual improvement.
• Coach, mentor and support your team through regular 1-2-1s, team meetings and career development conversations.
• Manage team capacity, rotas and performance to ensure consistent delivery against SLAs, KPIs and customer expectations.
• Drive continuous improvement by identifying trends, resolving service challenges and implementing process enhancements.
• Act as a senior escalation point for customers and internal stakeholders, building trusted relationships and delivering excellent service.
• Monitor customer feedback and service performance, using insights and reporting to improve outcomes and demonstrate value.
• Own and deliver team goals and strategic objectives, fostering innovation and operational excellence.

What will I bring to the role?

• -Customer obsessed in all aspects of your role ensuring delivery against our values and customer promises.
• Great understanding of ITIL aligned IT service delivery and delivering against SLAs and KPIs.
• Strong people skills with the ability to manage, develop and coach a team consisting of a mixture of abilities from apprentices through to senior engineers.
• Commercial awareness and the ability to understand contracts, service descriptions and assess the impact any decision you make will have on the clients, your team and the wider business.
• Experience of delivering in or managing teams supporting clients in a managed services environment.
• Experience of working in or managing teams supporting Business Solutions (Dynamics/Low-Code) would be an advantage.