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For Companies At a Glance
- Tasks: Lead the delivery of professional IT services and manage client relationships.
- Company: Join a global leader in premium IT services with over 25 years of experience.
- Benefits: Enjoy competitive salary, career development opportunities, and a collaborative work culture.
- Why this job: Make a real impact by improving client satisfaction and driving team success.
- Qualifications: 5+ years in IT and 2+ years in management required; Microsoft expertise preferred.
- Other info: Work in a dynamic environment with a focus on innovation and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
About Us
We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things. Based in the UK, with offices globally in the USA, South Africa, Sri Lanka, Kuala Lumpur, and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software, and cloud solutions to over 300 ambitious mid-market organisations. In response to our customers’ changing needs and the growing threats we all face, we’ve massively strengthened our well-established cyber security capabilities. Our mission is to unleash the potential of people through amazing IT experiences.
Our Values
- Be the best you can be
- We do what we say
- Together we win
Description
Your primary responsibility is to ensure the successful implementation and execution of professional services to our clients. You and your team will work closely with clients across various industries to understand their goals, tailor solutions, and ensure successful project outcomes. Internally, you’ll support pre-sales efforts, enable customer success, and continuously improve service offerings.
You will ensure that all projects and small works are scheduled and delivered on time, within budget, and to the highest standards of quality and customer satisfaction. You will be accountable for departmental revenue targets, resource planning, and performance against SLAs and KPIs.
This role is strategically split between hands-on service delivery (approximately 25%) and line management (approximately 75%). As an experienced senior engineer, you will drive technical expertise into the department, working on complex projects and tailoring tech solutions for our clients. Line management responsibilities will see you influence and guide team members on best practices to support their development, directly impacting the efficiency and continuous improvement of service delivery across the teams.
This role requires a balance of strategic vision, operational discipline, and hands-on leadership. The ideal candidate is customer-focused, analytical, and skilled at managing multiple projects and priorities. As a member of the Management Team, you will work cohesively with other managers to ensure company initiatives are being met and contribute ideas and solutions to continue making improvements.
Key Responsibilities
- Overall management of the delivery of Professional Services
- At least 25% of your monthly time will be dedicated to Professional Services delivery
- Evaluating and refining service delivery processes to improve efficiency, scalability, and client satisfaction
- Managing the capacity model and forecasting resource requirements
- Data analysis and reporting on KPIs, resource, project status
- Ensuring that departmental budgets are met
- Acting as escalation point for team members or customer concerns relating to delivery of works
- Providing regular training and support to develop the team’s skills
- Representing the professional services function in client meetings and strategic reviews
- Completing NCs and IOs relating to delivery of professional services
- Completing monthly 1-1s and bi-annual career conversations
- Managing department staffing levels, accounting for shift patterns and holidays
- Liaising with other departments and managers to seek and implement company improvements
Key Skills
- Achieving all relevant KPIs
- Achieving departmental budgeted targets
- Maintaining staffing levels correctly
- Maintaining exceptional service standards for Acora
- Monthly 1-1s and career conversations to be documented in our HR system
Personal Specification
- At least 5 years’ Senior Engineering experience within the IT industry
- At least 2 years’ management experience
- History of managing complex projects and delivering results in a client-facing environment
- Thorough practical experience with Microsoft desktop and server Operating Systems
- Desirable Knowledge of ISO frameworks
- Previously worked with Microsoft Dynamics CRM
Professional Services Manager employer: Acora - IT, Cyber & AI
Contact Detail:
Acora - IT, Cyber & AI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Professional Services Manager
✨Tip Number 1
Familiarise yourself with the latest trends in IT services and project management. Understanding the current landscape will help you speak confidently about how you can contribute to our mission of improving end user satisfaction.
✨Tip Number 2
Network with professionals in the IT industry, especially those who have experience in managing complex projects. Engaging with others can provide insights into best practices and may even lead to referrals or recommendations.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed teams and delivered projects on time and within budget. Highlighting your hands-on leadership experience will resonate well with us.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've used data analysis to improve service delivery processes in previous roles. This aligns perfectly with our focus on continuous improvement and client satisfaction.
We think you need these skills to ace Professional Services Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT services and project management. Emphasise your senior engineering background and any management roles you've held, particularly those that align with the responsibilities of a Professional Services Manager.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving client satisfaction through IT services. Mention specific examples of how you've successfully managed complex projects and led teams to achieve KPIs and budget targets.
Showcase Relevant Skills: Clearly outline your skills related to service delivery, resource planning, and data analysis. Highlight your experience with Microsoft technologies and any knowledge of ISO frameworks, as these are key to the role.
Demonstrate Leadership Experience: Provide examples of your leadership style and how you've influenced team members' development. Discuss your approach to managing multiple projects and ensuring high standards of service delivery, as this is crucial for the position.
How to prepare for a job interview at Acora - IT, Cyber & AI
✨Showcase Your Leadership Skills
As a Professional Services Manager, you'll need to demonstrate your ability to lead and manage teams effectively. Prepare examples of how you've successfully guided teams in the past, focusing on your approach to mentoring and developing team members.
✨Understand the Company's Mission and Values
Familiarise yourself with the company's mission to improve end user satisfaction and their values. Be ready to discuss how your personal values align with theirs and how you can contribute to their goal of delivering premium IT services.
✨Prepare for Technical Questions
Given the technical nature of the role, brush up on your knowledge of Microsoft desktop and server operating systems. Be prepared to discuss your experience with complex projects and how you've tailored tech solutions for clients in the past.
✨Demonstrate Your Analytical Skills
The role requires data analysis and reporting on KPIs. Be ready to share examples of how you've used data to drive decisions and improve service delivery processes. Highlight any experience you have with forecasting resource requirements and managing budgets.
