Role Description The Team Leader will be responsible for the day-to-day supervision of NOC Engineers and System Engineers supporting managed services clients. This role requires a strong technical foundation across infrastructure, networking, and systems administration, combined with proven experience in a contact center or queue driven support environment. The ideal candidate has worked within an MSP setup, understands ConnectWise, and can balance operational execution with people leadership, ensuring service quality, coverage, and a customer first culture across the team. Key Responsibilities - Team and Performance Management - Supervise and mentor a team of NOC and System Engineers, ensuring consistent service delivery standards. - Monitor call and ticket queues in real time to ensure SLAs and response times are met. - Conduct call listening and quality reviews, providing structured, constructive feedback to engineers. - Identify skill and knowledge gaps within the team and coordinate relevant training interventions. - Drive a customer first mindset across the team through coaching, reinforcement, and example. - Operational Oversight - Manage ticket backlog actively, prioritizing based on severity, client impact, and SLA exposure. - Build and manage shift schedules to ensure adequate coverage across all required hours, including weekends and holidays where applicable. - Track attendance, adherence, and utilization, and take corrective action where required. - Escalate and coordinate on major incidents, ensuring timely communication to stakeholders. - Technical Leadership - Provide technical guidance and second level support on infrastructure, networking, and system administration issues. - Ensure proper use of ConnectWise for ticketing, time tracking, and documentation. - Review technical documentation and knowledge base articles for accuracy and completeness. - Partner with senior engineers and architects on recurring or complex issue trends. - Reporting and Continuous Improvement - Prepare and present regular performance reports covering queue health, SLA compliance, and team metrics. - Identify process gaps and recommend improvements to workflows, monitoring, and escalation paths. - Participate in client facing calls when required to represent team performance and improvement plans. Qualifications - Bachelor's degree in information technology, Computer Science, or a related field; equivalent practical experience will also be considered. - Minimum 5 to 7 years of experience in NOC, infrastructure, or system engineering roles, with at least 2 years in a team lead or supervisory capacity. - Prior experience working within an MSP (Managed Service Provider) environment is mandatory. - Hands on experience with ConnectWise (Manage, Automate, or both) is required. - Strong working knowledge of networking (routing, switching, firewalls, VPN) and systems administration (Windows Server, Active Directory, virtualization platforms). - Demonstrated experience in a contact center or queue-based support environment, including call monitoring and quality feedback processes. - Proven ability to manage schedules, coverage, and backlog in a 24x7 or extended hours support model. - Strong communication skills, both written and verbal, with the ability to coach and develop team members. - Ability to remain calm and structured during high pressure incidents or escalations. - Strong verbal and written English communication skills, with the ability to interface confidently with US and international stakeholders. - Working knowledge of RMM and monitoring tools such as SolarWinds, Auvik, or N-able, in addition to ConnectWise, is an advantage. Preferred Qualifications - Relevant certifications such as CompTIA Network+, Microsoft Certified (Azure/Windows Server), Cisco CCNA, or ITIL Foundation. - Experience working with US or international clients in a distributed team setup. - Familiarity with RMM tools, PSA platforms, and monitoring solutions beyond ConnectWise. Success Metrics (KPIs) - SLA compliance percentage across assigned queues. - Average ticket resolution time and backlog aging. - Call quality and QA audit scores. - Client satisfaction (CSAT) and escalation frequency. - Team attendance, adherence, and attrition rate. - Training completion and skill gap closure within the team. Key Attributes - Proactive problem solver who anticipates issues before they escalate. - Balances people leadership with hands on technical credibility. - Comfortable holding team members accountable while maintaining morale. - Genuinely customer centric in approach and decision making. Benefits - Comprehensive Health Insurance policy. - Employee Wellness Program with focus on mental health. - Robust reward and recognition programs. - Company incentive programs offered. - Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off. - Ample growth and learning opportunities. - Remote work opportunities. - Focus on work/life balance. - Immigration Program supporting immigration to Canada for eligible employees. We thank all candidates for their interest, however, only those selected for an interview will be contacted. Anovia is an equal opportunity employer.

Role Description As a Sales Manager (m/f/d), you will work 100% remotely; residency in France or in the UK is essential for this role. You will be fully responsible for building and establishing our company in your target market (France or UK). With your in-depth Amazon expertise, you will drive tomorrow’s advertising strategy with our local customers, act as a strategic advisor, and ensure the internal implementation of strategies as well as maximum customer satisfaction. - Client acquisition: Identifying and approaching potential new clients in the e-commerce sector, particularly brands and sellers on marketplaces such as Amazon, in France or the UK. - Relationship management: Building and maintaining long-term client relationships on an equal footing to maximise client satisfaction and realise revenue potential within the Amazon ecosystem. - Strategic consulting: Conducting needs analyses and presenting our services to develop bespoke Amazon and marketplace solutions for our clients. - Strategy development: Contributing to the development of sales strategies to increase our market share and tap into new business opportunities in the rapidly growing e-commerce sector. - Market analysis: Monitoring market trends on local Amazon marketplaces and conducting competitive analyses to identify growth opportunities and adapt our sales strategy in target markets. Qualifications - Sales expertise & e-commerce know-how: A proven track record in acquiring new clients and relationship management, ideally in the field of Amazon Advertising, agency services or marketplace consulting. - Strong communication skills: Native-level proficiency in French or English, to provide expert advice to both local clients and internal teams. - Analytical skills: Strong ability to analyse market and performance data (e.g. Amazon KPIs) and make data-driven decisions for your clients. - Self-motivation: High levels of self-motivation and the ability to deliver results independently, even in a dynamic, remote-based e-commerce environment. - Team player: Close collaboration with our operational Amazon specialists and other departments to optimally meet client needs. Benefits - Opportunities for professional development and advancement: Access to training and workshops to continuously build your skills and advance your career within the agency. - Team culture: A motivated, supportive team and an open work culture. Company Description Wir sind ein cooles und motiviertes Start-up Team, dass deine Unterstützung sucht!

• Partner with the Head of Support to drive customer and partner satisfaction while ensuring operational excellence across the Shared Service Center. • Lead, coach, and develop a team of Support Leads, fostering high performance, engagement, and continuous growth. • Drive strategic initiatives and execute improvements that enhance the overall support experience. • Analyze operational data, customer feedback, and workforce trends to identify opportunities and implement meaningful improvements. • Collaborate closely with the Content, Training, and Quality teams to continuously improve support processes, knowledge, and quality standards. • Introduce and implement new ways of working while encouraging feedback and continuous improvement. • Build strong partnerships with stakeholders across the business to improve the end-to-end customer experience. • Lead by example by demonstrating what customer obsession looks like and continuously raising the bar for service excellence.

Role Description Ciklum is looking for a Senior Delivery Manager to join our team full-time in the US. As a Senior Delivery Manager, become a part of a cross-functional development team engineering experiences of tomorrow. Responsibilities: - Support pre-sales activities by contributing to solution shaping, estimates, team structure planning, and client presentations. - Oversee ramp-up and onboarding across projects, ensuring smooth delivery engagement. - Identify and escalate delivery risks, blockers, or delays early in the project lifecycle, ensuring proactive mitigation. - Create, implement, and manage project delivery plans; regularly monitor progress and adjust timelines as needed. - Balance competing priorities, scope, and resources to ensure timely and high-quality outcomes within agreed constraints. - Build and maintain strong relationships with client stakeholders to support delivery stability and client satisfaction. - Coordinate all internal and external stakeholders involved in project execution to ensure alignment and clear communication. - Monitor overall project progress and resource usage, initiating corrective actions to keep delivery on track. - Manage scope, resource allocation, change requests, and risk mitigation across multiple projects. - Oversee configuration management and release processes to ensure consistency, transparency, and control. - Lead issue and risk resolution within time, budget, and quality constraints, including the development of contingency plans. - Manage project financials, including budgeting, forecasting, and delivery tracking—especially for projects with medium and higher delivery ownership. Qualifications - 4–6 years of experience managing IT delivery projects across multiple teams. - Experience delivering projects or programs involving 20–50 FTEs. - Proven ability to lead delivery in time- and budget-sensitive environments. - Experience engaging with cross-functional teams, product owners, and commercial stakeholders. - Deep knowledge of Agile methodologies: Scrum, Kanban, SAFe, and hybrid models. - Understanding of core technology stack components (e.g., frontend/backend, QA, CI/CD, cloud basics). - Able to assess technical implications and collaborate effectively with development teams. - Understands delivery metrics: velocity, team health, DORA, and other performance KPIs. - Proficient in contract interpretation (SOW, MSA) and delivery of financials (budget, forecasts, profitability). - Able to use Agile dashboards and reporting tools effectively. - Knowledge of change management and risk assessment practices. Benefits - Strong community: Work alongside top professionals in a friendly, open-door environment. - Growth focus: Take on large-scale projects with a global impact and expand your expertise. - Tailored learning: Boost your skills with internal events (meetups, conferences, workshops), Udemy access, language courses, and company-paid certifications. - Endless opportunities: Explore diverse domains through internal mobility, finding the best fit to gain hands-on experience with cutting-edge technologies. - Care: Healthcare, Basic Life Insurance, Short and Long-term disability insurance according to the Company’s Benefit Plans. Company Description At Ciklum, we are always exploring innovations, empowering each other to achieve more, and engineering solutions that matter. With us, you’ll work with cutting-edge technologies, contribute to impactful projects, and be part of a One Team culture that values collaboration and progress. In the US, Ciklum is growing fast—inviting experienced professionals to lead digital transformation alongside Fortune 500 clients. Be part of a company where innovation and impact go hand in hand.