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Are you passionate and experienced in developing and leading a high performing team? Who are we? The HBP Group is the number one choice for many businesses across the UK looking for reliable, award winning business technology. Providing a range of services including local IT Support, Accounts software and EPOS solutions. The Role We have an exciting opportunity for a skilled and experienced manager, that understands what a high performing team is, to play a key role in driving the success of our 11 engineers strong, IT Professional Services team. As an IT Professional Services Manager, you will oversee the day-to-day operations of the IT Professional Services team with a strong focus on delivering an Effortless Customer Experience through operational excellence, innovation, and outstanding service delivery. You will be instrumental in enhancing processes, supporting financial performance, and developing your team, all while driving continuous improvement. This is an excellent opportunity for a proactive and customer focused individual with strong leadership abilities and a passion for technology. Responsibilities: 1. Team Leadership & People Management – Ensuring Customer Ease • Inspire, lead, and develop a high performing Professional Services team, by modelling a culture centred on removing friction and ensuring customer ease in every interaction., • Set clear expectations, allocate and prioritise work effectively, and monitor performance to ensure consistent, predictable, and effortless service delivery., • Ensure the team consistently adheres to established Customer Service Level Agreements (SLAs), using them as a foundation for dependable, low effort customer experiences., • Hold regular one to ones, coaching sessions, and development meetings to build capability, drive performance, and encourage long term growth., • Bring our company values to life by inspiring behaviours that minimise customer effort and nurture a team environment where people feel supported, motivated, and proud to work., • Foster a collaborative environment that promotes teamwork, knowledge sharing, and process improvements that make the customer journey easier., • Build team resilience by minimising single points of failure and strengthening cross skilling across roles and technologies., • Own and maintain all internal and customer facing documentation, ensuring it is accurate, accessible, and easy for customers and colleagues to understand., • Ensure seamless, low effort customer onboarding experiences that set the foundation for long term satisfaction and success., • Proactively gather, analyse, and act on customer feedback to improve service processes and eliminate friction from the customer experience., • Actively contribute to the wider Group Management Team to support strategic decision making and drive customer ease initiatives across the business., • Celebrate positive feedback and take ownership of resolving negative feedback or complaints with transparency, empathy, and solution-focused communication. 2. Technical Support & Service Delivery Management • Oversee and prioritise projects, ensuring rapid, high quality project delivery and resolution with minimal disruption and minimal customer effort., • Manage escalated tickets and complex or critical issues, maintaining accountability and clear communication through to resolution., • Monitor project delivery performance against SLAs and other key criteria, identifying opportunities to improve responsiveness, quality, and customer ease., • Continuously review and refine project delivery processes, workflows, and documentation to improve efficiency and create an effortless customer experience., • Stay current with emerging technologies and automation opportunities that enhance both customer ease and team effectiveness., • Ensure technical delivery aligns with Professional Services best practices and standards. 3. Project Management • Partner with the IT Director to embed strong project management practices, including project initiation, handover, implementation, and retrospective., • Collaborate effectively with internal teams during cross functional projects and initiatives to ensure seamless customer experience across multiple departments within The Group., • Proactively identify project issues and misalignment and take sensible steps to resolve at departmental level., • Ensure clear learnings post projects are implemented and embedded within the department and customers are continuously updated. Qualifications, Skills & Experience – What You Bring Required Qualifications · PRINCE2 Agile Foundation, Waterfall, Scrum Master, SAFe, or an equivalent combination of relevant education, experience, and demonstrated capability. Desirable Qualifications · PRINCE2 Agile Practitioner (or willingness to achieve). Core Experience & Technical Background · Proven experience in an IT management or equivalent leadership role. · Demonstrated ability to build, coach, and develop high-performing technical teams. · Strong troubleshooting and problem-solving skills, with the ability to guide teams through complex projects and processes effectively. · Experience with project management, and ITIL or similar frameworks. · Solid understanding of computer systems, networks, hardware, and software. · Experience simplifying and improving processes to enhance efficiency and reduce customer effort. · Understanding of strategic planning with the ability to align team objectives to wider business goals. · Comfortable using AI tools, automation, and data insights to inform decisions and improve service outcomes. · Experience supporting or managing budgets and contributing to financial forecasting and planning. Key Competencies · Leadership: Inspires, motivates, and empowers teams; fosters collaboration and high performance. · Performance Management: Sets goals, provides meaningful feedback, and drives continuous development. · Strategic Thinking: Makes informed, data-driven decisions and translates strategy into action. · Communication: Clear, concise, and adaptable; able to influence and communicate effectively at all levels. · Process Optimisation: Identifies opportunities to streamline workflows and reduce friction. · Financial Acumen: Understands budgeting, forecasting, and cost-related decision-making. · AI & Technology: Confident adopting new technologies, including AI and analytics, to enhance service quality. In addition, the following would be a bonus, not a requirement! · Strong IT Knowledge · Experience of running an IT Professional Services Department in a fast paced MSP environment · Familiarity with helpdesk ticketing systems and remote support tools. · IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus. · Extensive knowledge of Microsoft Product stack We’re looking for a People Manager with proven experience who: • Builds strong relationships and coaches their team to reach their full potential., • Sets high standards, maintains a positive can-do attitude, and equips their team with the tools to succeed., • Handles difficult conversations with confidence, promoting open and honest two-way communication., • Is confident, resilient, and open to feedback., • Solves problems calmly under pressure, thinks creatively, and makes effective decisions., • Communicates clearly and professionally with people at all levels., • Demonstrates high emotional intelligence, showing empathy, self-awareness and strong interpersonal skills., • Has a passion for excellent service delivery, with ownership, accountability and clear communication at the core. Salary range between £45,000 - £50,000 per annum (depending on experience). Working Arrangement: 35 hours per week (Monday – Friday) Why work for us? Here at the HBP Group we are passionate about our business and our customers, and believe our people are our most asset. Driven by our commitment to creating a great place to work for all our staff, we are always looking for ways to improve our employee experience. As we continue our successful journey with exciting and achievable growth plans, we want to focus not only on our overall commercial objectives but creating a great working environment for our staff to thrive. That’s why we are looking for people who are passionate, trustworthy, and forward-thinking to join our team. Here are some of the fantastic benefits we offer and our people love: · 36 days of holiday (28 days plus bank holidays), pro-rated for part-time employees. · Option to sell back holiday * · Salary Sacrifice Pension Scheme and a range of additional salary sacrifice options, including Electric/Hybrid Car, Bike to Work, and Childcare schemes*. · Enhanced family-friendly leave, including Maternity Pay*, Paternity Pay*, and our compassionate “Time to Say Goodbye” bereavement leave”. · Mid Year and Year End Appreciation Parties, themed office days (yes, even Pancake Day!), and fundraising events supporting our chosen charities. · A* friendly, inclusive working environment* … we genuinely are a great bunch. · Free lunches and summer BBQs. · Quarterly Rise & Shine breakfast events to bring the team together. · Casual business dress code, with the option to choose from our free workwear wardrobe. · Christmas Thank You Bonus*. · Structured support and guidance from day one, including tailored training plans to help you succeed. · On site parking for convenience. · Access to wellness activities to support your wellbeing. *Eligibility criteria or length-of-service requirements apply. Closing Date: 30th January 2026 We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application. Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.