Professional Services Manager

Build Concierge; Leeds; On-site; GBP 90,000 - 120,000; Full time

Job summary

Build Concierge is seeking a Professional Services Manager to shape and grow our PS function as we scale our SaaS onboarding. You’ll start hands-on, setting estimates, governance and delivery standards, then transition to leading a team delivering multi-project engagements for enterprise clients.

You will work closely with Onboarding and Customer Success, shaping the PS offering, governance and commercial disciplines while maintaining strong client relationships and ensuring successful delivery

Qualifications

• Proven ability to lead cross-functional teams.
• Experience delivering professional services in SaaS.
• Willingness to travel to customer sites.
• Strong communication and stakeholder management.
• Experience with onboarding and governance.

Responsibilities

• Developing and maintaining consistent methodologies and standards across Onboarding, Customer Success and Professional Services, with a focus on continuous process improvement.
• Owning estimating and quotation processes for projects across all delivery types.
• Maintaining effective escalation processes, including clear hand-over to technical support, and tracking project progress and time against plan.
• Overseeing and supporting the Onboarding Manager, ensuring smooth day-to-day delivery of the standard onboarding process.
• Shaping the Professional Services offering from day one, including hands-on delivery and resourcing of Professional Services Project Management.
• Maintaining strong project control and communication across every engagement.
• Building the governance, stakeholder communication and commercial disciplines needed to deliver larger, more complex projects for enterprise and strategic customers.
• Overseeing and supporting the Customer Success Lead for in-life services.
• Delivering training services for self-service on the AI platform, including scheduled webinars and in-house sessions.
• Developing new value-added services to deepen customer relationships and grow revenue.
• Achieving resource utilisation targets, forward diary planning and order book management.
• Maintaining service level adherence including response times and quality metrics.
• Building a pathway to high NPS/CSAT and strong review volumes.
• Providing direction to Managers and Team Leaders, and overseeing diary management and utilisation across the team.
• Motivating and developing the wider Operations team, including recruitment as needed.
• Managing performance with clear objectives and regular reviews.
• Owning revenue realisation and cost control to protect margins.
• Setting the style and cadence for Professional Services, Onboarding and Customer Success.
• Coaching managers and representing the function at board level when required.
• Ensuring alignment with the wider business mission and vision.

Skills

AI & SaaS knowledge

Automation understanding

Problem-solving

Organised & detail-oriented

Travel willingness

Communication skills

Stakeholder management

Data analysis

Relationship building

Project management

Multi-project handling

Field Service Management experience

Operations experience

Tools

CRM systems

FSM systems

Job description

The Professional Services Manager will define, shape and grow our Professional Services function, evolving today's standardised onboarding delivery into a broader, more mature Professional Services capability as we scale.

About the role

As Professional Services Manager, you will define, shape and grow our Professional Services function, evolving today's standardised onboarding delivery into a broader, more mature Professional Services capability as we scale.

This is a hands-on role, particularly at first. It requires someone with the experience to set the estimating, governance and commercial disciplines for Professional Services, but hands-on enough to run the first projects themselves, initially holding the Professional Services Project Manager function directly, with a dedicated PS Project Manager recruited only once volume, not ambition, demands it. You'll work closely alongside the team on live delivery, as well as stepping in personally on escalations, while building out the team, capability and processes needed to scale. As the function matures, the role is expected to grow into a Director-level position, with day-to-day delivery increasingly owned by your team.

We're a young, fast-growing business, with our customer base expected to grow quickly. We help customers automate manual field service processes using our SaaS platform, and this role will be central to scaling that delivery and developing new value-added services as we grow. Ultimately, it's an opportunity to build and lead the Professional Services function at an organisational level, shaping its mission, standards and long-term success.

Key Responsibilities

Delivery Standards

• Developing and maintaining consistent methodologies and standards across Onboarding, Customer Success and Professional Services, with a focus on continuous process improvement
• Owning estimating and quotation processes for projects across all delivery types
• Maintaining effective escalation processes, including clear hand-over to technical support, and tracking project progress and time against plan

Onboarding

• Overseeing and supporting the Onboarding Manager, ensuring smooth day-to-day delivery of the standard onboarding process

Professional Services

• Shaping the Professional Services offering from day one, including hands-on delivery and resourcing of Professional Services Project Management
• Maintaining strong project control and communication across every engagement
• Building the governance, stakeholder communication and commercial disciplines needed to deliver larger, more complex projects for enterprise and strategic customers

In-life Services

• Overseeing and supporting the Customer Success Lead for in-life services
• Delivering training services for self-service on the AI platform, including scheduled webinars and in-house sessions
• Developing new value-added services. For example, managed services, optimisation and ongoing consultancy – to deepen customer relationships and grow revenue

Performance Monitoring and Reporting

• Achieving expected resource utilisation (target 70%), forward diary planning and order book outstanding
• Service level adherence including response times, quality metrics and retention
• Customer satisfaction – building a pathway to +50 NPS/CSAT and consistently high Capterra review volumes

Resource Management

• Providing direction to Managers and Team Leaders, and overseeing diary management, planning and utilisation across the team
• Motivating, developing and retaining the wider Operations team, including recruitment as the team scales; load balancing and continuous skills development against a capability matrix
• Managing performance through clear objectives, regular evaluation and reporting alongside fair conflict resolution
• Owning revenue realisation and recovery, including management of cancelled days

Leadership

• Setting the style, tone and cadence for Professional Services, Onboarding and Customer Success, and working closely across the leadership team to align with the wider business
• Setting top-down objectives, supporting your teams to achieve their goals, and ensuring regular review happens
• Coaching your managers, with performance management support where required
• Representing the function at board level, where requested
• Upholding the mission statement and creating the pathway to the vision

Financial & Budgets

• Accounting for performance against plan to the Board
• Supporting future business plans, including but not limited to creating resourcing plans
• Managing costs and controlling credit notes to protect margin

Prioritisation

• Being visible, available and responsive to your team and customers
• Following through on the actions you commit to in meetings, within agreed timescales
• Balancing time spent on customer sites with maintaining oversight and control of wider team delivery and process improvement

What we're looking for

Essential

• Proven understanding of AI, SaaS products and automation, with the ability to demonstrate current knowledge of how these technologies can improve the way businesses operate across multiple sectors.
• A proactive, solutions-focused mindset with strong technical and problem-solving ability.
• Highly organised, proactive, and comfortable working in a fast-paced, early-stage business environment.
• Willingness and ability to travel to customer sites as required.
• Excellent written and verbal communication skills, with the ability to explain information clearly and work effectively with both technical and non-technical colleagues.
• High level of attention to detail and analytical thinking skills.
• Ability to create structured processes while proactively identifying improvement opportunities.
• Strong presentation and interpersonal skills, with the ability to negotiate effectively with customers and across functions.
• Ability to analyse data, trends, and client needs to inform strategic and emotive decisions.
• Ability to build long-term relationships with both clients and internal teams.
• Ability to manage multiple client projects simultaneously.
• Experience within Field Service Management, customer support, operations, software or a related environment.

Desirable

• Proven track record of leading and managing a high-performing team.
• Track record of effective people management, maximising motivated resources to execute against their objectives in a timely manner
• Confidence using general business software; familiarity with CRM or field service management (FSM) systems.