Professional Services Manager

Acora; Norwich; On-site; GBP 65,000 - 90,000; Full time

Job summary

Acora is seeking a Professional Services Manager to lead the delivery of professional services across Azure, cybersecurity, and on‑premise initiatives. You will drive successful project outcomes, coordinate cross‑functional teams, and ensure on‑time, on‑budget delivery while aligning with SLAs and KPIs.

You will balance strategic vision with hands‑on leadership, supporting pre‑sales efforts, customer success, and continuous improvement of service offerings.

Qualifications

• Strong understanding of ISO 9001 and ISO 27001 frameworks.
• Proven experience in a management or leadership role.
• Excellent time management and organisational skills.
• Proven track record of managing complex, client‑facing projects and delivering successful outcomes.
• Extensive hands‑on experience with Microsoft desktop and server operating systems.
• Solid practical knowledge of firewalls, network switches, and IP networking.
• In‑depth experience with Microsoft 365 and Azure technologies, including Azure Virtual Desktop (AVD).
• Demonstrated experience in developing and implementing company policies and procedures.
• Strong leadership presence with the ability to inspire and guide teams.
• High level of commercial awareness and business acumen.
• Passion for delivering outstanding customer service.
• Highly organised with the ability to manage multiple priorities effectively.
• Proactive approach to problem‑solving with strong analytical skills.
• Demonstrated enthusiasm for IT and emerging technologies.
• Collaborative team player with the ability to build strong working relationships.

Responsibilities

• Overall management of the delivery of Professional Services
• Take responsibility for departmental time utilisation
• Evaluating and refining service delivery processes to improve efficiency, scalability, and client satisfaction
• Managing the capacity model and forecasting resource requirements
• Data analysis and reporting on KPIs, resource, project status
• Ensuring that departmental budgets are met
• Acting as escalation point for team members or customer concerns relating to delivery of works
• Provide regular training and support to develop the team’s skills
• Represent the professional services function in client meetings and strategic reviews
• Complete NCs and IOs relating to delivery of professional services
• Complete monthly 1-1s and bi-annual career conversations
• Manage department staffing levels, accounting for shift patterns and holidays
• Liaise with other departments and managers to seek and implement company improvements

Skills

ISO 9001

ISO 27001

Project leadership

Time management

Microsoft 365 & Azure

Networking basics

Customer service excellence

Strategic thinking

Job description

The Role

As a Professional Services Manager, your primary responsibility is to ensure the successful implementation and execution of professional services to our clients. These span across traditional engineering projects such as Microsoft Azure platform implementation and on‑premise infrastructure upgrade, into Cyber Security operations, such as MFA enablement projects and Business Continuity consultancy. . You and your teams will work closely with clients across various industries to understand their goals, tailor solutions, and ensure successful project outcomes. Internally, you’ll support pre‑sales efforts, enable customer success, and continuously improve service offerings.

You will ensure that all projects and small works are scheduled and delivered on time, within budget, and to the highest standards of quality and customer satisfaction. You will be accountable for departmental revenue targets, resource planning, and performance against SLAs and KPIs.

This role is a line management role, but you will also be required to demonstrate technical leadership and develop solutions to the issues which may develop whilst the team are working on complex projects and tailoring tech solutions for our clients. Line management responsibilities will see you influence and guide team members on best practice to support their development, directly impacting the efficiency and continuous improvement of service delivery across the teams.

This role requires a balance of strategic vision, operational discipline, and hands‑on leadership. The ideal candidate is customer‑focused, analytical, and skilled at managing multiple projects and priorities.

As a member of the Management Team, you will work cohesively with other managers to ensure company initiatives are being met and contribute ideas and solutions to continue making improvements.

Role Responsibilities

• Overall management of the delivery of Professional Services
• Take responsibility for departmental time utilisation
• Evaluating and refining service delivery processes to improve efficiency, scalability, and client satisfaction
• Managing the capacity model and forecasting resource requirements
• Data analysis and reporting on KPIs, resource, project status,
• Ensuring that departmental budgets are met
• Acting as escalation point for team members or customer concerns relating to delivery of works
• Provide regular training and support to develop the team’s skills
• Represent the professional services function in client meetings and strategic reviews
• Complete NCs and IOs relating to delivery of professional services
• Complete monthly 1-1s and bi-annual career conversations
• Manage department staffing levels, accounting for shift patterns and holidays
• Liaise with other departments and managers to seek and implement company improvements

Skills, Knowledge & Experience

• Strong understanding of ISO 9001 and ISO 27001 frameworks
• Proven experience in a management or leadership role
• Excellent time management and organisational skills
• Proven track record of managing complex, client‑facing projects and delivering successful outcomes
• Extensive hands‑on experience with Microsoft desktop and server operating systems
• Solid practical knowledge of firewalls, network switches, and IP networking
• In‑depth experience with Microsoft 365 and Azure technologies, including Azure Virtual Desktop (AVD)
• Demonstrated experience in developing and implementing company policies and procedures
• Strong leadership presence with the ability to inspire and guide teams
• High level of commercial awareness and business acumen
• Passion for delivering outstanding customer service
• Highly organised with the ability to manage multiple priorities effectively
• Proactive approach to problem‑solving with strong analytical skills
• Demonstrated enthusiasm for IT and emerging technologies
• Collaborative team player with the ability to build strong working relationships

The Interview Process

• Screening call: Phone call with our recruitment team to assess your suitability for the role, but also if the role is right for you.
• First interview: Video call over MS Teams with the Hiring Manager.
• Second interview: F2F panel interview, including a presentation.

About Acora

Acora One is a trusted UK technology partner dedicated to helping small and medium‑sized businesses thrive through reliable, secure, and scalable IT solutions. Backed by the expertise and resources of Acora Group, Acora One delivers comprehensive managed IT services, cybersecurity, cloud solutions, connectivity, telephony, and business continuity support tailored to the needs of growing organisations.

#1 BE THE BEST YOU CAN BE

We challenge ourselves to raise our game each day. By embracing a mindset of growth, we continuously strive to improve ourselves, our ways of working, and the service we deliver to our customers.

#2 WE DO WHAT WE SAY

When we make a promise, we follow-through - no excuses. We don’t leave anyone hanging or walk away from challenges. Reliable and focused, we value clear communication to build trust and give customers, and colleagues, the confidence they can count on us every time.

#3 TOGETHER WE WIN

Business is the biggest team sport of them all. By communicating well, breaking down silos and staying aligned, we create clarity and focus.Strong relationships, shared goals and commitment make us a winning team – for each other and for our customers.

To be considered for this position, you must have full rights to work in the UK.

Equal Opportunities at Acora

Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need.

We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.

Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team