Professional Services Manager in Norfolk

The Role 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. Role Responsibilities 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 Skills, Knowledge