Professional Services Manager

The role

People and delivery leadership

• Coach and develop colleagues, set priorities, build capability, and encourage collaboration across locations.
• Plan resources against project demand, customer onboardings, and delivery commitments; monitor utilisation, availability, demand, and capability gaps.
• Oversee customer projects, onboardings, service transitions, and complex or high-risk escalations.
• Support smooth handovers between Solutions Consultancy, Professional Services, and Service Delivery.
• Embed delivery standards, monitor quality and performance, and support revenue and margin objectives.
• Use feedback and performance insight to improve processes and explore automation and AI to reduce administration.

What the employer is looking for

• Leadership or management experience in Professional Services, IT project delivery, or a technical services environment.
• Experience leading technical engineering and/or Service Transition teams; strong understanding of IT infrastructure, cloud, and Microsoft technologies.
• Experience with resource planning, project delivery, service transition, operational handovers, and customer or delivery escalations.
• Strong stakeholder management, problem-solving, and people-coaching skills.

Advantageous experience and qualifications

• MSP experience, distributed or multi-site team management, and knowledge of PSA, project management, or service management platforms are beneficial.
• Knowledge of ITIL, project governance, and operational acceptance is beneficial; ITIL Foundation or above is mentioned.
• Microsoft, cloud, infrastructure, or security certifications and relevant technology, project management, leadership, or management qualifications are beneficial.

Work arrangement

• The role is listed as hybrid and full time.

Benefits

• Benefits include 25 days annual leave plus a celebration day, leave purchase, volunteering days, enhanced family leave, wellbeing support, life assurance, income protection, and a pension scheme.
• Optional benefits include an electric vehicle scheme, Cycle to Work, and technology vouchers; technical training and development opportunities are available.