Team manager – Post-implementation support

We're looking for an experienced Team manager to manage a dedicated cross-functional team supporting post-implementation operations for our clients across the USA, Canada, the UK, and the EU.

In this role, you'll lead a team of 5-6 people, including a first-line support manager, support specialist, developers, and QA, working in close partnership with the Technical Lead to maintain system security, resolve incidents, and drive continuous improvement of delivered solutions.

You'll be the key liaison between your support team and project teams delivering system enhancements, ensuring smooth handoffs and alignment on scope. Beyond day-to-day operations, you'll handle escalations, including urgent requests from C-level management, and drive process optimisation using AI tools and automation to improve team productivity and delivery efficiency.

The ideal candidate brings a strong background in stakeholder communication, issue resolution, and team coordination, along with proven experience driving continuous process optimisation through effective use of AI tools and automation.

Responsibilities

Team leadership & operations

• Lead and develop a cross-functional team of 5-6 members, including a first-line support manager, support specialists, developers, and QA;

• Plan sprints, estimate tasks, balance workload, and coordinate internal resources for optimal delivery;

• Drive knowledge sharing, documentation, and onboarding processes to build team capability and resilience;

• Work in close partnership with the Technical Lead on security maintenance, incident resolution, and technical decision-making.

Stakeholder management & communication

• Act as the primary point of contact for clients and internal stakeholders, fostering strong relationships and clear communication;

• Handle escalations and urgent requests from C-level management with appropriate prioritisation and responsiveness;

• Communicate progress on monthly/quarterly initiatives to both internal teams and external stakeholders;

• Coordinate with project teams delivering system enhancements to ensure alignment on scope, handoffs, and dependencies.

Delivery & continuous improvement

• Oversee post-implementation support and ongoing maintenance, ensuring deadlines, quality, and cost targets are met;

• Elicit, analyse, and refine business and technical requirements to support successful delivery;

• Develop project plans, release roadmaps, and prioritise tasks based on business goals;

• Resolve customer queries and service issues by identifying root causes, selecting appropriate solutions, and following through to ensure resolution.

Process optimisation & AI integration

• Drive process optimisation initiatives using AI tools to improve team productivity, automate routine operations, and enhance documentation quality;

• Identify opportunities to streamline workflows, accelerate delivery cycles, and reduce operational inefficiencies through automation and AI solutions.