Professional Services Manager

Job Title: Professional Services Manager 
Responsible to: Head of Professional Services 
Location: Hybrid (3 days Air IT South – Milton Keynes / Thames Valley / London) 
Contract Type: Full-time 

Job Purpose 

Lead the Service Transition team while working closely with the wider Professional Services engineering team. Focus on improving how we work by refining processes, encouraging collaboration, and aligning efforts with strategic goals. You’ll also contribute to planning and performance tracking, helping ensure the team meets its objectives. This role works alongside another Professional Services Manager, a PMO Manager, and a Solutions Consultancy Manager to deliver high-quality outcomes for our customers. 

Duties and Responsibilities: 

• Lead and develop the Service Transition team to ensure seamless customer onboarding and offboarding, maintaining high satisfaction and retention. 
• Collaborate with the Professional Services engineering team to promote engagement, growth, and innovation. 
• Design and refine processes for service delivery, project management, and client engagement, ensuring compliance with quality standards. 
• Work closely with PMO and Solutions Consultancy teams to deliver projects on time, within scope, and aligned with strategic objectives. 
• Ensure processes are followed and support team members in meeting expectations and responsibilities.
• Manage escalations effectively, acting as the key liaison to resolve critical issues and maintain client trust. 
• Support strategic planning and reporting, contributing to departmental targets and wider business objectives. 
• Monitor and ensure achievement of Key Performance Indicators (KPIs), providing accurate and timely reporting to stakeholders. 

Qualifications, Knowledge and Experience: 

Essential: 

• Proven experience in a leadership or management role, ideally within an IT Managed Service Provider environment. 
• Strong organisational skills with a track record of driving process improvement. 
• Excellent communication and interpersonal skills, with the ability to influence and engage at all levels. 
• Demonstrated ability to foster a positive, collaborative, and innovative team culture. 

Desirable: 

• Exposure to IT project delivery or technical service environments.
• Experience in project management and 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.