Role Purpose
The PS Technical Manager is responsible for leading the day-to-day operations of the Professional Services Technical function and ensuring the successful delivery of technical services across the delivery lifecycle. This role provides leadership to technical team members, oversees workload coordination and delivery quality, supports resolution of complex technical matters, and ensures technical work is delivered in line with agreed scope, timelines, and commercial objectives.
The role also acts as a key link between technical delivery teams and broader business functions, helping to balance client outcomes, team capability, technical quality, and commercial performance.
Key Accountabilities
1) Leadership and Team Management
Provide day-to-day leadership, direction, and support to PS Technical team members.
Coordinate team workloads, priorities, and resource allocation across projects and internal workstreams.
Support onboarding, training, mentoring, and development of technical staff.
Contribute to performance management activities including feedback, coaching, development planning, and review input as required.
Promote a team culture focused on accountability, delivery quality, collaboration, and continuous improvement.
2) Technical Delivery Oversight
Oversee the delivery of technical services including integrations, custom development, reporting, data-related work, and other technical project outcomes.
Ensure technical work is delivered in accordance with agreed scope, internal standards, and client expectations.
Support the team in managing competing priorities across implementation work, client change requests, escalations, and technical investigations.
Review delivery risks, resource constraints, and technical dependencies, and elevate where required.
Assist in planning and coordination of technical tasks to support timely and effective project delivery.
3) Technical Guidance and Escalation Management
Provide leadership and support in the resolution of complex technical issues, escalations, and delivery blockers.
Act as a senior point of review for solution design, technical approach, and issue triage where required.
Support investigation of defects, integration issues, environment-related concerns, and technical performance matters.
Work closely with Support, Product, and Engineering teams to ensure appropriate escalation pathways are followed and that technical issues are clearly documented.
Ensure technical outputs, recommendations, and customer-facing communications are accurate, practical, and aligned with business standards.
4) Operational and Commercial Governance
Monitor utilisation, delivery output, and team performance against operational and commercial expectations.
Support governance of billable work by ensuring activities are aligned to approved scope, statements of work, or internal direction.
Assist in identifying out-of-scope requests, change requests, and additional service opportunities, and ensure these are appropriately raised.
Contribute to forecasting, workload planning, and visibility of upcoming technical delivery requirements.
Ensure internal systems and records relating to technical delivery are maintained accurately and in a timely manner.
5) Process Improvement and Quality Assurance
Identify and implement improvements to technical delivery processes, standards, templates, and documentation practices.
Promote consistency in how technical work is scoped, delivered, documented, and handed over.
Support the development and maintenance of internal knowledge, technical documentation, and delivery guidance.
Encourage quality assurance practices including peer review, testing, validation, and documentation of delivery outcomes.
Contribute to improving team efficiency, delivery predictability, and service quality over time.
6) Cross-Functional Collaboration
Work collaboratively with Professional Services Consultants, Business Analysts, Support, Product, and Engineering to support successful customer outcomes.
Provide technical input into project planning, scoping discussions, and solution design as required.
Assist internal stakeholders in understanding technical constraints, dependencies, and delivery considerations.
Support alignment between client requirements, software capability, and technical execution.
Contribute to internal discussions relating to product readiness, service improvements, and technical enablement.
Skills, Experience, and Attributes
Preferred Qualifications
Certificate, Diploma, or Degree in Information Technology, Computer Science, Software Development, or equivalent industry experience.
Preferred Skills and Experience
Demonstrated experience in a senior technical, technical lead, or people leadership role within a software, SaaS, or technology services environment.
Experience managing or coordinating delivery of technical services such as integrations, custom development, technical consulting, reporting, or implementation support.
Strong understanding of software delivery practices, technical problem solving, and issue management.
Ability to lead technical staff while balancing operational priorities, client outcomes, and commercial considerations.
Strong written and verbal communication skills, including the ability to communicate technical matters clearly to both technical and non-technical stakeholders.
Experience working with project delivery systems, ticketing platforms, CRM tools, and internal workflow systems.
Experience within enterprise software, ERP, EAM, CMMS, or operational systems environments is beneficial.
Working knowledge of APIs, databases, integration methods, web technologies, and Microsoft-based environments is advantageous.
Key Behaviours
Strong leadership presence with a practical and supportive management style
Accountable and outcome-focused
Commercially aware with sound judgement
Calm and structured under pressure
Proactive communicator across technical and non-technical groups
Committed to quality, consistency, and continuous improvement
Collaborative and solution-oriented
Work Environment and Conditions
Hybrid working, split between office and work from home as directed by business requirements.
Instructions may be received via written and verbal communication.
Role requires the ability to manage deadlines, competing priorities, and multiple workstreams simultaneously.
The role may require involvement in both project-based and operational technical matters depending on business needs.
Due to changing business requirements, the role may include other duties within capability and reasonable scope as directed by management.
Performance is reviewed in line with company policy, typically annually with regular check-ins.
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