IT Professional Services Manager

This range is provided by The HBP Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Direct message the job poster from The HBP Group

Are you passionate and experienced in developing and leading a high performing team?

Who are we?

The HBP Group is the number one choice for many businesses across the UK looking for reliable, award winning business technology. Providing a range of services including local IT Support, Accounts software and EPOS solutions.

We have an exciting opportunity for a skilled and experienced manager, that understands what a high performing team is, to play a key role in driving the success of our 11 engineers strong, IT Professional Services team.

As an IT Professional Services Manager, you will oversee the day-to-day operations of the IT Professional Services team with a strong focus on delivering an Effortless Customer Experience through operational excellence, innovation, and outstanding service delivery. You will be instrumental in enhancing processes, supporting financial performance, and developing your team, all while driving continuous improvement.

This is an excellent opportunity for a proactive and customer focused individual with strong leadership abilities and a passion for technology.

• Inspire, lead, and develop a high performing Professional Services team, by modelling a culture centred on removing friction and ensuring customer ease in every interaction.
• Set clear expectations, allocate and prioritise work effectively, and monitor performance to ensure consistent, predictable, and effortless service delivery.
• Ensure the team consistently adheres to established Customer Service Level Agreements (SLAs), using them as a foundation for dependable, low effort customer experiences.
• Hold regular one to ones, coaching sessions, and development meetings to build capability, drive performance, and encourage long term growth.
• Bring our company values to life by inspiring behaviours that minimise customer effort and nurture a team environment where people feel supported, motivated, and proud to work.
• Foster a collaborative environment that promotes teamwork, knowledge sharing, and process improvements that make the customer journey easier.
• Build team resilience by minimising single points of failure and strengthening cross skilling across roles and technologies.
• Own and maintain all internal and customer facing documentation, ensuring it is accurate, accessible, and easy for customers and colleagues to understand.
• Ensure seamless, low effort customer onboarding experiences that set the foundation for long term satisfaction and success.
• Proactively gather, analyse, and act on customer feedback to improve service processes and eliminate friction from the customer experience.
• Actively contribute to the wider Group Management Team to support strategic decision making and drive customer ease initiatives across the business.
• Celebrate positive feedback and take ownership of resolving negative feedback or complaints with transparency, empathy, and solution-focused communication.

• Oversee and prioritise projects, ensuring rapid, high quality project delivery and resolution with minimal disruption and minimal customer effort.
• Manage escalated tickets and complex or critical issues, maintaining accountability and clear communication through to resolution.
• Monitor project delivery performance against SLAs and other key criteria, identifying opportunities to improve responsiveness, quality, and customer ease.
• Continuously review and refine project delivery processes, workflows, and documentation to improve efficiency and create an effortless customer experience.
• Stay current with emerging technologies and automation opportunities that enhance both customer ease and team effectiveness.
• Ensure technical delivery aligns with Professional Services best practices and standards.

• Partner with the IT Director to embed…