Lead Engineer in Managed Services

Lead Engineer in Managed Services

Driving continuous delivery, support, and optimisation of critical public sector services.Role Description

As a Lead Engineer in Managed Services at Made Tech you will lead a Managed Service team, onboarding new services without disruption, providing ongoing maintenance and support services, delivering enhancements, as well as continuously improving digital services and service operations using DevSecOps practices and data-driven user analytics.

This role combines hands-on software and platform development, including pairing, coaching, and implementing technical solutions, with core people management responsibilities such as providing pastoral care and guiding career development for engineers across the practice.

You will drive best practice ways of working among the engineers in your team, developing their skills to allow them to continually improve how they deliver value for our clients and their end users. You will also be an active member of Made Tech’s communities of practice, sharing knowledge and learning from others.

Where we provide out-of-hours support, you will participate as part of a shared team on-call rota.

Key Responsibilities

Competencies and Experience

The following list describes specific experience and skills that you’ll need in this role.

Don’t worry - we don’t expect you to tick all of these when you join, we will work together to define learning and development objectives that help you meet these expectations.

Key competencies

• Experience of maintaining and debugging software in production
• Experience of deploying and maintaining software, using infrastructure as code
• Experience of managing and improving cloud infrastructure
• Experience of managing and improving data platforms in production
• Strong understanding of DevSecOps, Site Reliability Engineering (SRE), test automation (including test-driven development), process automation to reduce toil, and Secure by Design principles
• Strong understanding of ITIL service management practices and how they integrate with modern DevOps/SRE workflows
• Comfortable switching between programming languages, cloud providers etc. and not phased by something completely new
• Evidence of proactive self-development and the development of those in your team
• Ability to multi-task and confidently prioritise yourself and others
• Experience with incident management, blameless post-mortems, and root cause analysis
• Commercial and client-facing awareness, including navigating client expectations, identifying technical gaps, and translating technical risk into business language for non-technical stakeholders

Skills, Knowledge & Expertise

Key skills

• Maintaining a deep working knowledge of software development, infrastructure and data platform development - be a hands on engineer who can pair with and coach others
• Estimating time and effort for tasks.
• Maintaining a deep working knowledge of tools, technologies and methods to monitor and support applications and platforms - be a subject matter expert that can implement high quality observability solutions
• A practical understanding of cybersecurity, data protection, secure by design principles, how they apply in the public sector and how to apply them to digital and data solutions
• The ability to keep up to date with emerging technologies and implement improvements to production services such that vulnerabilities are minimised
• An excellent understanding of the implementation of service analytics and behavioural analytics - be hands on implementing analytics solutions for clients
• Able to educate or mentor team members, colleagues and peers including people management and coaching of junior engineers
• Able to share responsibility for maintaining our Service Management System, actively contributing to its upkeep, ensuring documentation remains accurate and current, and staying aware of ongoing service activities, improvements, and compliance obligations.

Key experiences

• Having been a software and infrastructure engineer in a production environment
• Designing and implementing observability solutions and improving those solutions over time
• Implementing integrating service management solutions that integrate monitoring & alerting, service management tooling, automated testing and automated deployment pipelines
• Defining, documenting and implementing standards for technical support teams, including generating key work products such as roll back plans, disaster recovery plans and runbooks
• Growing and running technology teams in a live service environment; including motivating and coaching a team to deliver lasting change
• Working directly with clients and users, and able to drive your team to deliver measurable outcomes
• Working alongside transition managers to define best practice for onboarding new digital and technology services into a live service support team
• Defining and implementing standardised approaches to maintenance including patching and upgrading

Job Benefits

Life at Made TechWe’re committed to building a happy, inclusive and diverse workforce. You can get a sense of what it’s like working here from our blog, where we talk about mental health, communities of practice and neurodiversity (as well as our client work and best practice).

Like many organisations, we use Slack to foster a sense of community and connection. As well as special interest groups such as music, food and pets, we also have 10+ Slack channels dedicated to specific communities, allies, and identities as well as dedicated learning spaces called communities of practice (COPs). If you’d like to speak to someone from one of these groups about their experience as an employee, please do let a member of the Made Tech talent team know.

BenefitsWe are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We've recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We’re also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose to.

Here are some of our most popular benefits listed below:

✈️ 30 days Holiday - we offer 30 days of paid annual leave👶 Flexible Parental Leave - we offer flexible parental leave options👩‍💻 Remote Working - we offer part time remote working for all our staff🤗 Paid counselling - we offer paid counselling as well as financial and legal advice.

📈 Pension - 7% employer matched

An increasing number of our customers are specifying a minimum of SC (security check) clearance in order to work on their projects. As a result, we're looking for all successful candidates for this role to have eligibility.Eligibility for SC requires 5 years' UK residency and 5 year' employment history (or back to full-time education). Ideally, no more than 30 consecutive days spent outside the UK within the last five years. Please note that if at any point during the interview process it is apparent that you may not be eligible for SC, we won't be able to progress your application and we will contact you to let you know why.About Made Tech

Made Tech is on a mission to use technology to improve society - for everyone. We help organisations transform, deliver and manage world-class digital products and services.

Today, you can see our services (and people!) in action, such as the design and build of the Homes for Ukraine service, delivered in 2 weeks. We’re helping local authorities make it easier and quicker for people to log housing repairs online. By digitalising access to NHS services we’re making it more accessible, such as children needing mental health support.

All this great experience is enabling us to support new areas, like energy. We’re helping to drive better environmental outcomes by improving network performance through real-time asset monitoring, which means less wasted energy.

We were recently named as a finalist in the Raising the Bar for Workplace Transparency Award in the Shift People Awards. This is a recognition of our many great initiatives, such as our open-access employee handbook that we launched 5 years ago.