Managed Services Team Lead

About TQA

TQA is the Agentic AI Experts. We turn Agentic AI into real-world advantage, transforming how enterprises operate, adapt, and outperform. We deliver agentic and automation solutions that work in production rather than in a laboratory, built across Microsoft, UiPath, and Service Now, with the integration expertise to connect legacy, cloud, and new platforms. We stay with our clients from vision through to measurable value.

Our values guide how we work:
Be Human, Every Day. Always Moving Forward. Future Focused. A Trusted Partner.

As Managed Services Technical Team Lead at TQA, you will be responsible for ensuring the successful delivery and continuous improvement of our managed service.

This role involves a combination of technical expertise, leadership skills, and a focus on client satisfaction. Continual self-improvement and staying current with industry trends are also key to success in this role.

• Take ownership of the end-to-end delivery of managed services, including: ticket management, service level agreement (SLA) adherence, incident management, and problem resolution.
• Support the team in performing client and process onboarding checks, such as documentation and code reviews, access management, and infrastructure assessments.
• Collaborate closely with internal teams, clients, and stakeholders to understand business objectives and align managed services strategies accordingly.

• Scope solution changes or enhancements to be implemented by the team on RPA solutions under management.
• Performing root cause analysis and resolution of incidents relating to RPA solutions under management.
• Maintenance of client and company documentation.

• Lead and mentor a team of managed services professionals, fostering a high-performance culture and ensuring the team's ongoing development.
• Contribute to setting clear goals, provide regular feedback, and drive individual and team growth.
• Facilitate knowledge sharing, training, and skills development initiatives to enhance the team's capabilities and ensure delivery excellence.

• Proactively identify opportunities to enhance operational efficiencies and service quality, implementing best practices and driving continuous process improvements
• Analyse service performance metrics and customer feedback to identify trends, develop action plans, and drive service excellence across the managed services portfolio.
• Stay updated on industry trends, emerging technologies, and RPA advancements, and incorporate relevant insights into the managed services strategy.

• Build and maintain strong relationships with clients, acting as a trusted advisor and ensuring their needs are understood and addressed.
• Proactively identify opportunities to expand and upsell managed services offerings to existing clients, collaborating with sales teams to drive growth.

• Deep technical understanding of UiPath technology and related infrastructure
• Ability to diagnose and resolve complex technical issues efficiently
• Strong commitment to customer service and satisfaction to ensure customer needs are met and exceeded
• Leadership and coaching skills to effectively guide and motivate team members
• Excellent communication and interpersonal skills, both verbal and written
• Ability to work independently and take ownership of client success
• Collaboration skills to work effectively with cross-functional teams
• Attention to detail and an analytical mindset
• Drive to continuously learn and improve
• Ability to work well under pressure and multi-task to meet deadlines
• Good time management and the ability to work autonomously using initiative
• Self-motivated

• Awareness of risk management principles in order to identify and mitigate potential risks to client systems and data, ensuring business continuity
• Knowledge of industry best practices for UiPath and customer support
• Proficiency in ITSM tools and platforms (e.g., Jira Service Management, Service Now) to manage service requests, incidents, and changes effectively
• A mindset for innovation, continually seeking ways to enhance services, reduce costs, and deliver more value to clients

TQA is an equal opportunities employer. We welcome your application and believe in diversity of experience and opinion. Applications will be considered without regard to education, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, color, religion, disability, sexual orientation and beliefs.

We celebrate multiple approaches and points of view and believe passionately that employing a diverse workforce is central to our growth and success, so we are building a culture where difference is valued.