THE OPPORTUNITY
We’re looking for a Software Professional Services Manager to lead the delivery of ERP implementations across a multi product portfolio.
This is not just about managing projects. You’ll lead people, shape processes, and ensure every customer experiences a calm, structured, and high quality journey from onboarding through to support handover.
WHAT YOU’LL OWN
TEAM LEADERSHIP & CAPABILITY DEVELOPMENT
You’ll lead a team of consultants, coordinators, and specialists responsible for delivering business critical software projects.
* Set clear expectations around ownership, communication, and delivery standards
* Coach and develop your team to deliver with confidence and consistency
* Run regular one to one, performance reviews, and targeted development plans
* Build a culture of accountability, clarity, and trust
* Embed an Effortless Experience mindset across the team
END TO END PROJECT DELIVERY
You’ll take ownership of ERP delivery across platforms including Dynamics 365 Business Central, Sage 200, Sage Intacct, Pegasus Opera 3, and Exchequer.
* Ensure projects are delivered on time, within budget, and to a high standard
* Oversee governance including milestones, documentation, and UAT completion
* Maintain visibility and control across all active projects
* Ensure clear ownership throughout the customer journey
OPERATIONAL EXCELLENCE & PROCESS CONSISTENCY
* Implement strong project governance and delivery frameworks
* Ensure smooth handovers between Professional Services, Service Desk, and Account Management
* Monitor team capacity and utilisation to balance workload and performance
* Standardise delivery approaches to reduce variation and risk
COMMERCIAL PERFORMANCE & FORECASTING
* Manage utilisation, forecasting, and revenue recognition
* Track estimate versus actual performance across projects
* Identify opportunities to improve efficiency and margin
* Ensure delivery contributes to overall business performance
CUSTOMER EXPERIENCE & STAKEHOLDER CONFIDENCE
* Maintain clear, proactive communication on progress, risks, and outcomes
* Eliminate surprises through strong planning and visibility
* Ensure a seamless transition from implementation to support
* Build trust with customers and internal stakeholders
CONTINUOUS IMPROVEMENT & INNOVATION
* Identify friction points and remove them through process improvement
* Introduce automation, AI, and tooling to enhance delivery efficiency
* Embed lessons learned to improve consistency and reduce rework
* Collaborate with leadership and vendors to evolve delivery capability
WHAT MAKES THIS ROLE DIFFERENT
* Delivery Leadership – Owning people, projects, and outcomes across a complex ERP portfolio
* Operational & Commercial Control – Driving utilisation, margin, and predictable delivery performance
WHO YOU ARE
* Enjoy leading teams and developing people
* Bring structure and clarity to complex delivery environments
* Are commercially aware and comfortable with numbers
* Communicate clearly and confidently with stakeholders
* Care about quality, consistency, and doing things properly
EXPERIENCE WE’RE LOOKING FOR
* Proven experience managing implementation or professional services teams
* Strong understanding of project governance, resource planning, and delivery control
* Track record of delivering projects on time, within budget, and to a high standard
* Experience managing utilisation, forecasting, and margin
* Strong stakeholder management and communication skills
* Ability to translate technical delivery into clear business outcomes
DESIRABLE EXPERIENCE
* Exposure to ERP systems such as Dynamics 365 Business Central or Sage products
* Understanding of project methodologies such as Prince2, Agile, or ITIL
* Experience with tools such as Halo PSA, SharePoint, Power BI, or Power Automate
* Experience introducing automation or AI into delivery workflows
* Background in cross-functional delivery or PMO environments
WHY JOIN US?
* You’ll lead a critical function that directly impacts customer success
* Your decisions shape how delivery operates across the business
* You’ll work with modern ERP platforms and evolving tooling
* You’ll have the opportunity to improve, standardise, and scale delivery
* Your impact will be visible at both customer and leadership level
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