Managed Services Team Manager

Position Overview

As a Team Manager in the Managed Services team, you will be responsible for delivering high-quality client work in Social Housing while managing the team of consultants in South Africa. This is a leadership role focused on people management, delivery oversight, and supporting consistent service across regions. You will work closely with the functional leads in the UK to drive team performance, including utilisation, engagement delivery, client satisfaction, and overall efficiency.

You will be expected to lead, mentor, and support your team, ensuring they have the training, clarity, and guidance needed to meet delivery expectations. In this role you will support daily delivery, handle escalations, and participate in client meetings where needed. You’ll also collaborate across departments to ensure work is allocated effectively, engagements stay on track, and any cross-regional communication is managed smoothly.

Your time will typically be split between 60% client delivery (Social Housing) and 40% people and operational management of the Consultants. This split may shift depending on operational needs and will be communicated by the leadership team if adjustments are required.

We operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office. Please note this role will follow UK Hours and adjust according to daylight savings: 08:30 - 17:00.

• Conduct regular 1:1s with direct reports (bi-weekly or as needed) to support growth, address concerns, and maintain delivery alignment.
• Host team check-ins to maintain communication, reinforce priorities, and build team cohesion.
• Manage the full performance review process, ensuring development needs and skills gaps are clearly identified — with close collaboration from Professional Services dotted-line managers and the UK functional leads for the Consultancy stream.
• Support the onboarding and training of new team members, ensuring they receive consistent guidance from both the SA leadership team and the UK functional experts.
• Oversee leave management, capacity planning, and scheduling to ensure client delivery and internal support needs are met.
• Collaborate closely with Team Leads and Managers across Managed Services to create a connected, supportive environment across teams and regions.
• Work with Senior Management and HR/TA on recruitment, selection, and interviews, ensuring strong alignment in role expectations and capabilities for both Social Housing and Consultancy hires.
• Partner with business leaders across SA, the UK, and other regions to strengthen team culture, embed consistent people management practices, and drive delivery excellence across both functional areas.

Serve as Client Lead for assigned Application Managed Services engagements, taking ownership of complex deliverables while supporting skill development within the team.

Oversee accurate and timely completion of administrative tasks, time entries, and consumption reporting — both for your own work and the delivery team.

Act as the first point of contact for team questions, filtering and escalating appropriately to the UK functional leads or other enabling functions.

Work closely with UK Consultancy functional leads to ensure alignment on processes, standards, training needs, and workload distribution across regions.

Support the leadership team with special projects, operational initiatives, and improvements that strengthen the Managed Services organisation across SA, the UK, and NA/EMEA.

Build and maintain strong relationships with cross-functional partners to ensure smooth communication, effective engagement delivery, and shared accountability.

• Experienced Consultant with comprehensive knowledge of UK industry specific market segments, associated business rules, standard operating procedures and process best practices.
• Become a subject matter expert in at least one of MRI’s Social Housing Software.
• Must understand end-user processes, ideally having worked as an end-user previously.
• Previous people management experience (5+ people).
• Ability to work independently.
• Ability…