Managed Services.md

Managed Services Roles

The managed services career path is the same as Development path. However, there are a couple of additional roles currently in place.

Technical Lead

I am a well-rounded developer, problem solver and mentor for people. I represent the unconventional value Readify brings to the market.

I focus on delivering value to our customers

• I can confidently step outside my comfort zone and adapt quickly to new team situations.
• I am confident diving head-first into moderately risky environments with relatively little upfront information and oversight.
• I am confident making architectural decisions around infrastructure, identity, security, scalability and maintainability.
• I am confident with transparently assessing risk, making recommendations, escalating appropriately and dealing with the consequences along the way.
• I am proficient at following agile methodologies.
• I can confidently and charismatically pitch ideas and influence my team and my customer's decisions.

I am trusted to on-board and deliver sustained engineering services to our customers with limited supervision.

• I can on-board new customers into Managed Services.
• I can confidently talk to customers about Readify services and solutions.
• I establish processes and leverage frameworks that promote visibility and accountability, while enabling effective expectation management and autonomous operation.
• I am comfortable with building a roadmap for customer's environment to meet their needs.
• I understand the business domain for my customer and their systems.
• I know how to stand-up and maintain a build and delivery pipeline.

I am investing back into Readify.

• I am actively involved in the retrospective process and am comfortable challenging and coaching my team.
• I leave my clients with a clear sense of why they have invested in Readify.
• I proactively call out opportunities for Readify with my clients.
• I am mentoring other developers, deliberately helping them to round out their skill set.
• I am collaborating with other Technical Leads and Consultants in the fields so we can learn from each other's experiences.

I am a technical mentor.

• People tend to ask me for my opinion when making technical decisions because I have a proven track record of making wise choices.
• I am fuelling the team's desire to learn, perhaps by mentoring, running brown-bag sessions, sharing useful videos/blogs/papers.
• I am proactively reviewing other people's code so I can understand how best to help the team ship the best!
• I can tactfully challenge and coach people and have them leave richer for the experience.
• I am a confident and proficient teacher of my craft.

Managed Services Team Lead

I am trusted to autonomously lead people through high-risk engagements with a proven record of delivering sustained engineering services and on-going support to our customers.

I help our team focus on delivering value to our customers.

• I invest in sustainable delivery, maintaining professional standards and striking a pragmatic balance between idealistic purity and business pressures.
• I am typically the first one to take responsibility for reducing waste in our process.
• I am comfortable performing business analysis work. I help customers (Product Owners) clarify their product vision and turn it into an ordered product backlog, or other form of requirements, collaborating with them to reach a shared understanding of what should be built, including acceptance criteria.
• I recognise problems with my team, my engagement and/or my customer and proactively engage with relevant Account Managers, People Managers, LC/PCs as needed to prevent or resolve them quickly.

I am a respected and trusted leader of people.

• I have strong presentation skills, learning to effectively tailor my content and conversation to many customers.
• I exhibit the soft skills needed to lead teams and have a track record of building growth and maturity into the people I work with.
• I am comfortable with helping customers understand how to organise requirements to support scaling to multiple teams, and helping them balance the "iron triangle" constraints of time, cost, scope and quality.
• I'm not afraid to have difficult conversations when needed, and do so with tact and care.
• I set clear expectations for people and they know how they are progressing against those expectations. I create bounded environments for action and let people have freedom within those boundaries.
• I know when and how to apply different coaching and mentoring techniques, understanding the maturity level of those I'm helping.
• I am able to provide perspective for those I'm serving by reminding them of the big picture when they get stuck in the details and day to day of solving problems.

I am a servant leader for my team.

• I am prioritising the needs of my team members above my own, knowing that their success is our success.
• I am an outspoken advocate of my team. They can trust me to be the first line of defense.
• I know the buck stops with me. At the end of the day I am responsible for my team and the relationship with our client.
• I actively track the progress of our team using agile project management techniques, keeping the goals of the project and our constraints front of mind. I make this information visible and transparent internally and externally to minimise 'surprises' and to facilitate early and pragmatic problem resolution.

I am significantly investing back into Readify.

• I am taking ownership of our retrospective process in our state.
• I am becoming a trusted voice to the Readify Executive and my opinions and ideas seem to carry some weight.
• I am helping steer the public and private conversations within Readify towards positive and productive outcomes.
• I represent the interest of the teams to rest of Readify.
• I am involved in some kind of initiative at the national level in Readify.

I am a safety net for both my teams and my customers.

• People value my opinions and ideas. They come to me for advice knowing I will empathise with them and understand their situation before providing options to them.
• I have a demonstrated preference to help people discover solutions to problems for themselves first, before giving them guidance.
• I am a good sounding-board and proactively broaden the perspective of teams and individuals with whom I'm working.
• I know how to identify potential issues and will take action to head them off before they eventuate, wether they be technical, requirements or people based.
• I am confident handling situations where we have made mistakes and working towards outcomes that are acceptable to both the customer and Readify.