Engineering Lead - Managed Services at LAB3
Australia, , Australia -
Full Time


Start Date

Immediate

Expiry Date

18 Jul, 25

Salary

0.0

Posted On

06 Jul, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Microsoft Solutions, Azure, Team Performance, Service Quality, Network Services, Engineers, High Pressure Situations, Communication Skills, Microsoft

Industry

Information Technology/IT

Description

We have an exciting INTERNAL opportunity for an experienced Engineer to bring their passion for client success, engineering excellence and service innovation to lead the Managed Services Engineering function.
ON AN INITIAL 12 MONTH SECONDMENT, you will be responsible for the line management of our awesome MS Engineers, and play an important role in championing the NextGen Managed Services program.
Your primary mission will be to delight our clients by ensuring they continuously experience value, progress, and confidence in the services we provide.
You will be the glue between engineering, delivery, and customer success, driving improvements that reduce operational noise, elevating the quality of service, and embedding a culture of proactive, client-first thinking across our technical teams.
You’ll champion service consistency, provide people leadership and coaching to engineers, drive automation, and lead our evolution into a truly modern managed services provider. Most importantly, you’ll make sure everything we do ultimately serves one purpose: delivering tangible, ongoing value to our clients.

What will success look like?

  • Clients experience fewer issues, clearer outcomes, and consistent service value - and they know it.
  • Engineers are aligned, supported, and continuously improving their delivery quality and client interactions.
  • Core operational processes (patching, backups, monitoring, etc) are standardized, automated, and delivered with excellence.
  • Continuous improvement initiatives are clearly linked to client needs and surfaced regularly during QBRs.
  • The principles of NextGen Managed Services are widely adopted and visible in how teams deliver daily work.

Key Responsibilities

Client-First Leadership & Service Delight

  • Be a relentless advocate for the client in every decision and process.
  • Champion a culture of client-first thinking ensuring our engineers, tools, and processes align to delivering exceptional outcomes.
  • Proactively seek out and resolve pain points that affect client experience, stability, or satisfaction.
  • Work with CSMs to turn technical progress into clear, compelling client value stories shared in Quarterly Business Reviews and ongoing engagements.

Champion Continuous Improvement & Operational Efficiency

  • Lead initiatives that reduce BAU workload for engineers, enabling them to focus on higher-value work for clients.
  • Identify and remove friction points in our delivery processes to ensure faster, smoother, and more predictable outcomes.
  • Own and prioritise a backlog of internal improvements with direct client value impact.
  • Ensure we meet our Service Level Agreements and maintain a high quality ticket update management process and adherence.

Engineering Standards & Operational Maturity

  • Define and maintain technical delivery standards for essential services:
  • Patching
  • Backups and recovery
  • Monitoring and alerting
  • Security and policy management
  • Identity, access, and configuration standards
  • Ensure these standards are well-documented, consistently implemented, and continuously improved.
  • Drive standardization and automation to reduce risk and enhance reliability across client environments.

Engineer Coaching & Performance Enablement

  • Coach and mentor engineers to consistently perform at the expected level for their roles.
  • Work with other technical leaders to ensure role clarity, shared standards, and alignment across engineering teams.
  • Foster a high-performing team culture focused on ownership, transparency, and client empathy.

Champion NextGen Managed Services

  • Lead internal engagement and understanding of our NextGen Managed Services model making it real and relevant for delivery teams.
  • Champion NextGen Managed Services to becoming a team full of A-Grade players.
  • Inspire engineers to see managed services as a value-driving discipline, not a reactive support function.
  • Help identify and lead base growth initiatives through SRs and value-add services like:
  • Cost optimization
  • Proactive assessments
  • Environment and tooling improvements
  • Operational maturity initiatives
  • Bedrock Upgrades

Technical Leadership & Major Incident Engagement

  • Step in as a senior technical leader during major incidents, providing hands-on guidance and calm, clear direction.
  • Lead root cause analysis and post-incident reviews with a focus on learning, improvement, and client transparency.
  • Translate incident learnings into structured improvement initiatives to be communicated in client QBRs.

People Leadership

  • Conduct AMP Reviews and check-ins to support professional growth and alignment to role expectations.
  • Provide performance coaching and mentoring to help team members develop and succeed.
  • Collaborate closely with Client Services Managers (CSMs) to effectively allocate engineering resources and align workloads to meet evolving client requirements and priorities

Skills for success

  • Strategic thinker with strong organizational and planning skills.
  • Experience in managing technical teams in a service delivery environment.
  • Ability to handle high-pressure situations and make critical decisions promptly.
  • Demonstrated ability to coach engineers and elevate team performance.
  • Excellent communication skills, capable of bridging technical and business contexts, both internally and with clients.
  • Obsessed with client value, service quality, and operational maturity.
  • Deep Cloud and DevOps expertise. Strong understanding of Modern Workplace and Traditional Network Services.
  • Strong understanding of Service Management platforms, preferably ServiceNow.
  • Deep expertise Microsoft solutions, including Azure and Microsoft 365.
  • Experience in implementing and managing ITIL processes.
  • Strong capability in creating Client ready presentations to demonstrate Client value.

If you are ready to Achieve More and step into something new and challenging please speak with your manager about your interest and submit an application. PS - Don’t worry if you don’t tick all the boxes, have a chat to your manager about your suitability for the role!
Applications close 18th July

Responsibilities

Please refer the Job description for details

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