Professional Services Manager

Job Details: Professional Services Manager 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 One 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 #J-18808-Ljbffr