Team manager – Post-implementation support

This is a remote position.

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.

• 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 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.
  

Requirements

Experience

• At least 1.5 years in a relevant role (Project Manager, Team Lead, or Customer/Technical Support with stakeholder communication and people management responsibilities);
  

• Demonstrated experience managing or coordinating small cross-functional teams;
  

• Proven ability to handle requirement analysis, delivery planning, and feature prioritisation.
  

Skills & competencies

• Strong critical thinking and problem-solving skills with the ability to analyse business needs and propose effective solutions;
  

• Solid understanding of Agile methodologies (Scrum, Kanban) and ability to lead team activities within an agile framework;
  

• Proficiency with project management tools such as Jira and Confluence;
  

• Exceptional communication, negotiation, and interpersonal skills, both written and spoken;
  

• Ability to manage competing priorities and respond effectively to urgent requests.
  

AI & automation

• Practical knowledge of AI tools (ChatGPT, Perplexity, AI copilots, automation platforms) and demonstrated experience applying them to optimise workflows, automate tasks, and improve reporting;
  

• Experience identifying, implementing, and measuring the impact of AI-driven process improvements.
  

Language

• Fluent English, both written and spoken (Advanced level).
  

Nice to have

• Experience working in the education technology domain;
  

• Familiarity with Canvas LMS, Salesforce, or similar platforms used in higher education;
  

• Understanding of accessibility standards and compliance requirements in educational software.
  

Benefits

Working with us is about:

• A motivated and highly professional team to work with;
  
• A modern business center, just a five-minute walk from the subway, or work remotely;
  
• Working schedule from 11:00 to 20:00 GMT+3;
  
• Performance review;
  
• Possibility of training and obtaining certifications;
  
• Program of corporate bonuses and discounts;
  
• Taking part in corporate events to foster a team spirit.