Job Description

Become a change maker and join Node4.

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us.

So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.

About the role
The Node4 Cloud & AI Practice provides a portfolio of support services focused on delivering high-quality proactive support across customer environments. The primary purpose of this role is to ensure excellent service delivery and operational management of customer environments, ensuring that client experience and satisfaction drive retention, growth, and long-term contract success.

As Proactive Team Manager for Cloud & AI Support, you will be responsible for the day-to-day leadership, organisation, and performance of the Proactive Support function. You will ensure Proactive Support Consultants deliver maximum value to customers from their investment in Microsoft technologies through the effective delivery of proactive and preventative services. The role carries ownership of proactive service offerings and operational processes, including customer onboarding, patching, configuration management, application management, and infrastructure services, all aligned to ITIL best practices.

You will also be accountable for resource utilisation, service quality, and team performance, ensuring delivery aligns with contractual commitments and business objectives.

Key Responsibilities

• Service Operations & Delivery

• Act as an escalation point for Cloud & AI proactive Support Function

• Oversee the day-to-day coordination of proactive support delivery

• Ensure service delivery aligns with contracted Service Level Agreements (SLAs)

• Monitor case queues daily to ensure effective case management and prioritisation

• Work closely with senior engineers to ensure incidents are resolved efficiently

• Net Promoter Score (NPS)

• SLA performance and service quality

• Revenue contribution and EBITDA

• SNOW case statistics and trend performance

• Resource utilisation and delivery efficiency

• Configuration and application management

• Infrastructure management for customer environments

• Project and service transition support

• Cost and Operational Azure Optimisation for customers.

• Process & Governance

• Contribute to the creation, maintenance, and improvement of service operations procedures

• Conduct regular audits to ensure processes and standards are being followed

• Ensure ITIL-aligned practices are embedded across the team

• Drive continuous improvement initiatives to reduce cost and increase team productivity

• Customer onboarding

• Patch and update management Performance Management & Reporting

• Conduct daily, weekly, monthly, and annual reviews of SLA and KPI performance

• Review individual and team performance across proactive support consultants and proactive support engineers.

• Provide regular reporting and commentary on case volumes, trends, and service performance

• Identify spikes, trends, and capacity risks through proactive reporting

• Provide agreed performance reports to the Head of Cloud & AI Support (Proactive)

• Support delivery of NPS, revenue, and EBITDA targets Capacity & Resource Management

• Monitor team capacity to ensure consistent service delivery

• Manage team resourcing, including leave, absence

• Contribute to resource and capacity planning aligned to service demand

• Scheduling and booking consultants against paid and contracted delivery work in advance

• Ensuring effective forward planning of customer activity and proactive engagements

• Managing resource allocation to maximise utilisation while maintaining service quality

• Preventing resource conflicts, ensuring consultants are not double booked across engagements

• Adjusting schedules dynamically to respond to changing customer and business priorities

• Customer Engagement & Service Improvement

• Attend Service Delivery Manager (SDM) reviews where required

• Identify opportunities for service, process, and technical improvements

• Contribute to customer satisfaction initiatives and respond to NPS feedback

• Support service transition activities for new customers, ensuring readiness for service delivery People Leadership & Development

• Lead and manage proactive support consultants and proactive support engineers within the proactive support function

• Conduct performance reviews and support career progression

• Ensure development plans are in place for all team members

• Support progression pathways from proactive support engineers to proactive support consultants

• Identify training requirements and support the development of training materials

• Maintain high performance standards across the team Tooling & Technology

• Maintain ownership of tooling used by the proactive support team (e.g. ITSM platforms)

• Work with third-party providers (e.g. Microsoft and other technology partners)

• Drive improvements in ITSM tooling, automation, and reporting capabilities

• Perform trend analysis within the ITSM tool to support service improvements

What will you bring?

• Excellent time management and organisational skills

• Strong understanding of ITIL-based service desk environments

• Ability to motivate teams and drive performance against agreed targets

• Excellent customer communication and stakeholder management skills

• Logical and structured approach to capacity and workload management

• Strong analytical skills with the ability to identify trends and improvement opportunities

• Proven leadership capability with a drive for continuous improvement

• Ability to quickly adapt to new technologies and evolving support models

Qualifications & Experience Required:

• ITIL 4 Foundation certification

• Experience working within a Cloud, Managed Services, or IT support environment aligned to ITIL practices

• Proven experience managing and developing high-performing technical teams

• Experience driving performance against KPIs and SLAs

• Demonstrable experience delivering productivity and efficiency improvements

Personal Attributes:

• Self-driven, with a strong focus on continuous improvement

• Confident communicator, able to engage effectively with customers and stakeholders

• Professional approach with strong accountability and ownership

• Excellent interpersonal skills, working across teams and functions

• Assertive and confident in managing both team members and customer interactions

• Strong commitment to delivering high-quality service and team performance

• Strong communication skills

• Excellent organisational and time management skills

• Leadership and mentoring capability

• Technical understanding of Microsoft stack

• Proactive mindset and self-management

What can we offer you?

• Hybrid Working

• Private Medical Insurance or Company Paid Health Cash Plan

• Employee Assistance Program

• 25 days holidays plus your birthday off

• Option to purchase additional holiday (up to 5 days)

• Company Pension Scheme

• Life Assurance x 4

• A diverse workforce

• Employee investment with Node4 training Academy

• Family savings and shopping discounts through the Node4 benefits portal.

• Discounted Gym Membership

• Modern facilities with open and welcoming breakout areas

• Company Social events

• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.

Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

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