Professional Services Manager in Norwich

| | Acora are a progressive full-stack full-service business technology services partner, built for the AI era. Combining the capabilities of a Managed Service Provider (MSP), Managed Security Service Provider (MSSP), IT Consulting, Professional Services and Development company, Acora helps customers achieve breakthrough results - often quicker and at lower risk than they thought possible. We believe in a better working world, where our customers are confident to fully embrace the AI opportunity and generate economic impact. Our Values We’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers. • Be the best you can be • We do what we say • Together we win || | As a Professional Services Manager, your primary responsibility is to ensure the successful implementation and execution of professional services to our clients. These span across traditional engineering projects such as Microsoft Azure platform implementation and on-premise infrastructure upgrade, into Cyber Security operations, such as MFA enablement projects and Business Continuity consultancy. . You and your teams 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 a line management role, but you will also be required to demonstrate technical leadership and develop solutions to the issues which may develop whilst the team are working on complex projects and tailoring tech solutions for our clients. Line management responsibilities will see you influence and guide team members on best practice 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. || | • Overall management of the delivery of Professional Services • Take responsibility for departmental time utilisation • 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 • Provide regular training and support to develop the team’s skills • Represent the professional services function in client meetings and strategic reviews • Complete NCs and IOs relating to delivery of professional services • Complete monthly 1-1s and bi-annual career conversations • Manage department staffing levels, accounting for shift patterns and holidays • Liaise with other departments and managers to seek and implement company improvements || | • Strong understanding of ISO 9001 and ISO 27001 frameworks • Proven experience in a management or leadership role • Excellent time management and organisational skills • Proven track record of managing complex, client-facing projects and delivering successful outcomes • Extensive hands-on experience with Microsoft desktop and server operating systems • Solid practical knowledge of firewalls, network switches, and IP networking • In-depth experience with Microsoft 365 and Azure technologies, including Azure Virtual Desktop (AVD) • Demonstrated experience in developing and implementing company policies and procedures || | • Strong leadership presence with the ability to inspire and guide teams • Excellent verbal and written communication skills • High level of commercial awareness and business acumen • Passion for delivering outstanding customer service • Highly organised with the ability to manage multiple priorities effectively • Proactive approach to problem-solving with strong analytical skills • Demonstrated enthusiasm for IT and emerging technologies • Collaborative team player with the ability to build strong working relationships • Commitment to continuous improvement and professional development • Adaptable and responsive to changing business needs and environments | #J-18808-Ljbffr