Job Description

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. We offer our customers a range of the best market leading products and services to streamline complex business processes and increase efficiency. We have 5 offices including our head office in Scunthorpe, an office in Hull, another office in Peterborough and a further one in both Hampshire and Cornwall.

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 seemless 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 are looking for a People Manager (with demonstrable experience):

Who is

motivated by building relationships

with colleagues, coaching employees to reach their full potential and aligning goals toward a common objective. Who has a

can-do attitude

, that

sets high standards

of excellence and outlines how their team can get there and give them the tools and support to do so. Who

can have tough conversations

. Management isn't always easy, and sometimes you must engage in difficult conversations with employees. We believe in

open and honest two way conversations

and expect you not to shy away from this; instead, view it as a learning opportunity for both parties. Who is

open to receiving feedback.

Someone who

exudes confidence

and relishes challenge. Who possesses an

ability to problem-solve and make decisions

- part of the role will be spotting and solving problems daily. This requires outstanding attention to detail and the ability to remain calm under pressure. To ensure that your team is productive, and that workflow runs smoothly, you'll have to think on your feet when problems arise. Creative thinking will help you to come up with innovative solutions that minimise the impact on your team and the business. Who is a

great communicator

- You'll liaise with a variety of people, from entry-level employees to senior management, in several different ways - via email, over the phone and in presentations, meetings and one-to-ones. Effective communication is key ensuring it is clear, concise, concrete, correct, coherent, complete, courteous. Who shows

high emotional intelligence

- we believe our managers need emotional intelligence to be effective. This means having the self-awareness, self-control, motivation, empathy, and social skills needed to behave in a mature, wise, empathetic way with the people around you. Who has a passion for

service delivery

- our customers are at the heart of what we do. Ownership, accountability and clear communication of service delivery matters are key at HBP.

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.

We are committed to being a truly great place to work. As an accredited Living Wage Foundation employer, we proudly pay the Real Living Wage and are working towards earning Best Companies 3 Star "World Class employer to work for" accreditation in the future.

That's why it's a great time to join The HBP Group... 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.

Job Type: Full-time

Pay: 45,000.00-50,000.00 per year

Experience:

Financial acumen: 1 year (required) Leadership: 1 year (required) Analysis skills: 1 year (required) Team management: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person