Professional Services Manager

Job Title: Professional Services ManagerResponsible to: Head of Professional ServicesLocation: Hybrid (3 days Air IT South – Milton Keynes / Thames Valley / London)Contract Type: Full-time Job Purpose Lead and inspire a team of Professional Services Engineers to achieve operational excellence and foster a culture of innovation. Drive continuous improvement through process optimisation, training, and collaboration with key stakeholders, working alongside a technically focused Professional Services Manager, a PMO Manager, and Solutions Consultancy Manager, to deliver outstanding customer outcomes. Duties and Responsibilities Lead and develop a high-performing Professional Services team, fostering engagement, growth, and a culture of innovation. Design and optimise processes for service delivery, project management, and client engagement, ensuring compliance and quality standards. Drive capability building through structured training plans, knowledge sharing, and best practice adoption across the team. Collaborate with stakeholders including PMO and Solutions Consultancy to deliver projects on time, within scope, and aligned to strategic objectives. Manage client lifecycle from onboarding to offboarding, ensuring a seamless experience and maintaining strong customer satisfaction and retention. Handle escalations effectively, acting as the key liaison to resolve critical issues promptly and maintain trust. Support strategic planning and reporting, contributing to departmental targets and business objectives. Ensure achievement of Key Performance Indicators (KPIs) and assist with accurate, timely reporting to internal and external stakeholders. Qualifications, Knowledge and Experience Proven experience in a leadership or management role, ideally within an IT Managed Service Provider environment. Strong organisational skills with a demonstrated ability to drive process improvement. Exceptional communication and interpersonal skills, with the ability to influence and engage at all levels. Track record of designing and implementing training plans to support team development and capability growth. Ability to cultivate a positive, collaborative, and innovative team culture. Exposure to IT project delivery or technical service environments. Understanding of project management principles and methodologies. Experience collaborating with technical managers and engineering teams. What We Offer The opportunity to shape and develop a high-performing Professional Services team. Training and professional development opportunities. A positive, inclusive, and innovative working environment. Clear career progression pathways. What’s In It for You? We offer a competitive salary, professional development opportunities, and the chance to work in a collaborative and innovative environment. With us, you’ll play a pivotal role in shaping the future of IT services while growing your career in a high‑energy, rewarding role. Joining our team comes with its perks Hybrid working options for a better work‑life balance 25 days annual leave plus bank holidays Ongoing learning and development opportunities Cycle to work scheme and technology vouchers Enhanced family leave Celebration day - an additional day off each year to celebrate an occasion important to you Salary sacrifice pension 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact Company social events and competitions Discount and Cashback Scheme Group Income Protection Life Insurance EAP and Virtual GP Service Why Join Us? This is your chance to work alongside an inspiring leadership team in an organisation that values efficiency, collaboration, and innovation. You’ll gain exposure to high‑level operations and contribute to the success of a thriving company. #J-18808-Ljbffr