Professional Services Manager

Trident Group; Brighton; On-site; GBP 40,000 - 80,000; Full time

Job summary

Join a leading Managed Service Provider as a Professional Services Manager, where you'll lead a dynamic team dedicated to delivering exceptional service. This role offers the opportunity to shape the future of the company while ensuring high standards of efficiency and customer satisfaction. With a focus on professional development and a supportive work environment, you will thrive in a fast-paced setting, driving impactful projects and maintaining strong relationships with clients and team members. Embrace the chance to make a significant contribution in a vibrant and growing team.

Benefits

Up to 32 days holiday per year

Access to IT courses and resources

Bupa EAP for staff and family

Cycle to Work scheme

Vendor pricing for IT purchases

Microsoft Workplace Discount Program

Central office location

Smart casual dress code

Regular social events

Refer a friend bonus scheme

Qualifications

• 3+ years in project management and 5+ years in leadership roles.
• Strong communication and interpersonal skills are essential.

Responsibilities

• Lead and manage a team of consultants, ensuring efficient service delivery.
• Collaborate with sales to understand client needs and enhance services.

Skills

Project Management

Leadership

Communication Skills

Customer Service

Troubleshooting

Time Management

Tools

CRM Software

Job description

Job Ref: Professional Services Manager

Job Location: Office based - Brighton

Job Type: Permanent

Salary: Competitive, details on application

Reports To: Technical Manager

Driving License: A full UK driving license is required

Travel: Occasional travel to client sites may be required

Trident, a leading MSP (Managed Service Provider) based in the Southeast, seeks a driven and dynamic professional to join our team as a Professional Services Manager.

With over 30 years of experience, our team of business and technical consultants possess exceptional knowledge, drive, and passion. We pride ourselves on delivering exciting and impactful technology business-to-business and maintain high-level partner relations with top industry vendors, including Microsoft, Dell and Cisco.

As our company grows and plans for future expansion, we are looking for an accomplished Professional Services Manager to lead our dynamic team.

As the Professional Services Manager, you will lead and coach a team that includes project managers, solutions architects, technical consultants, field engineers, and resource coordinators. The successful candidate will be responsible for ensuring the delivery of services is profitable, efficient, and adequately resourced while also maintaining exceptional customer service.

The candidate should have a strong understanding of relevant industry standards and practices. If you have experience leading a technical project delivery team and thrive in a fast-paced environment, we invite you to join us and make a significant impact on our clients’ success.

The chosen candidate will be part of Trident's Leadership Team and will play a crucial role in shaping its future growth and strategic vision.

The Professional Services Manager’s core responsibilities within the designated department are:

1. Lead and manage our team of consultants, providing guidance, support, and professional development opportunities.
2. Utilise resources efficiently and clearly communicate work assignments and expectations.
3. Inspect, monitor and report utilisation and efficiencies, proactively working with the Resource Management team to keep staff highly utilised and motivated.
4. Anticipate requirements and proactively manage available capacity.
5. Undertake audit/review requirements as needed and provide input as necessary to guide service development towards tactical and strategic objectives.
6. Provide management, oversight and structure to the professional services operations processes.
7. Work with the Service Delivery Manager by assisting in the resolution of technical escalations.
8. Collaborate with sales and account management teams to understand client needs and explore opportunities to enhance service delivery.
9. Ensure the Professional Services team maintains high security and efficiency standards during all service delivery stages.
10. Ensure the Professional Services team complies with ISO 27001, 14001 and 9001 requirements and Trident's operating procedures.
11. Provide vision and leadership to a growing team of skilled consultants while maintaining a high level of morale.

Qualifications and Skills: The successful candidate will possess the following qualities:

1. 3+ years of experience in project management and/or professional services, with at least 5 years in leadership.
2. Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and clients.
3. A flair for troubleshooting, communication, exceptional customer service and the ability to work under pressure.
4. Be flexible and adaptable to situations and changing requirements.
5. Excellent task and time management.

General Trident Responsibilities:

1. Accurately logging time spent on all activities within the CRM software.
2. Managing service and project tickets effectively within the CRM software.
3. Keeping the Resource Management Team informed of any issues or delays promptly for appropriate diary and customer expectation management.
4. Leading and managing department-specific training as required.
5. Ensuring the team completes the required HR, security, health and safety, and assigned training through the e-learning training portal.
6. Demonstrating a full understanding of Trident’s policies and procedures.

Benefits:

1. Up to 32 days holiday per year plus bank holidays (25 days annual leave per annum - increased one day for every year of service up to 32 days + bank holidays).
2. Access 7,000+ hours of on-demand IT courses, practice tests and virtual labs.
3. Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family.
4. ‘Cycle to Work’ scheme.
5. Access to vendor pricing for personal IT hardware and software purchases.
6. Access to Microsoft Workplace Discount Program – Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions.
7. Central office location – a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars.
8. “Smart casual” dress code with dress down Friday raising money for the local charities.
9. Regular social and team-building events.
10. ‘Refer a friend’ recruitment bonus scheme.
11. Social spaces in Trident’s office for staff to connect – Bar, pool tables, table tennis, arcade, etc.

We are excited to have the right person join our dynamic team and be part of our thriving MSP environment.