Professional Services Manager - Norwich

# Applicant Portal:## Job Details:
Professional Services Manager|  | Professional Services Manager ||  |  || 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 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. And 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    At Acora, 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 ||  | 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 (c. 25%) and line management (c. 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 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   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   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 ||  | YOUR PERFORMANCE WILL BE MEASURED BY:
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 ||  | ESSENTIAL   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 |
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