Sage Intacct Support Services Manager

In this role, you will lead an established and successful team whose commitment to high standards, continuous improvement and specialist Sage Intacct expertise is integral to the customer experience we deliver. You will guide, support and develop the team within a collaborative environment where knowledge is shared openly and where the overarching priority is customer satisfaction.

You will be responsible for the day‑to‑day leadership of the Sage Intacct Support function, ensuring that customers receive timely, high‑quality assistance which aligns with agreed SLAs, customer expectations and Datel’s values. You will act as the escalation point for complex or high‑impact issues, coordinating effectively with internal teams and external partners to ensure a smooth resolution.

A key part of your focus will be to monitor trends, identify recurring issues and use insights to proactively improve the way we work, whether through refined processes, enhanced knowledge, enriched digital content or stronger cross‑team collaboration. You will work closely with multiple areas of the business including Product, Consultancy, Projects, R&D, Sales, Marketing and Customer Success colleagues to strengthen knowledge sharing across the business and reduce avoidable demand.

As a people leader, you will support new and existing team members through tailored onboarding, ongoing training and regular coaching. You will ensure the team has the depth of product and functional knowledge required to excel. You will also take ownership of reporting, providing regular insights into performance, customer satisfaction, team capacity and operational improvements.

Overall, your role will sit at the intersection of customer success, technical systems expertise and thoughtful people leadership, with the shared ambition of continually improving the customer experience and strengthening Datel’s Sage Intacct offering.

To succeed in this position, you will bring strong Sage Intacct expertise and proven experience in a customer‑facing support or consultancy role. You will be confident in troubleshooting complex technical and data‑related issues and able to communicate solutions clearly, including to non‑technical users. You may already have experience managing or leading others, or you may be ready to step into a leadership role with the right support.

You will be someone who is motivated by helping others achieve success—whether that is a colleague developing skills or a customer resolving a challenging issue. You will be naturally organised, able to prioritise effectively in a fast‑paced environment and comfortable taking ownership when issues require calm, confident and balanced leadership.

You will bring a customer‑first approach, a desire to improve and a mindset centred on growth and continuous development. You will be proactive in spotting gaps and taking initiative to close them, resilient when navigating challenges and adaptable as the needs of the team and business evolve. Above all, you will understand the value of collaboration and will be committed to helping the team thrive through clarity, support and accountability.

Datel is a successful tech and services business that is here to help you to achieve your full potential. Potential is more than just a word to us, it’s our purpose.

Living our values of Success, Collaboration, Quality, Integrity and Respect, we help our customers realise their ambitions through creative Sage solutions. And every member of the Datel team is encouraged to thrive by providing the support and broadest possible opportunities, within an aspirational, accessible, inclusive, and progressive culture.

This role offers the opportunity to make a meaningful impact in a key part of our business. You will shape the future of the Sage Intacct Support function, influence cross‑team working and have the freedom to implement improvements that benefit our customers and colleagues. You will also have access to our Leadership Development Programme, which will support you in developing your own authentic leadership style and strengthening your capability as a people manager.

You will work closely with Ian Mowbray, Customer Support Director, the wider leadership group and teams across Datel, giving you both visibility and influence in areas central to our customer experience and operational performance. The role provides a clear route to further development and offers the chance to grow your skills while leading a talented and well‑regarded team.

We offer an attractive benefits and support package, featuring 25 days of holiday (plus bank holidays), a supportive culture that fosters individual and customer success, autonomy to excel and achieve your personal goals, and a comprehensive financial benefits package that includes a pension and Life Cover of 4x basic salary. You'll also have access to a discounted shopping scheme, an electric vehicle scheme, and a referral bonus.

Our health benefits package comprises access to Bupa, a health cash plan covering optical and dental treatments, access to GPs, a 24-hour advice and information line, a cycle-to-work scheme, and access to Mental Health First Aiders. We value your input and regularly seek your opinion on various matters. You'll have ample opportunities for learning and development to enhance your knowledge and skills. Our calendar is filled with inspirational social and educational events, fostering both in-person and virtual connections with our people. You can also participate in volunteering and charity fundraising opportunities, including initiatives with our charities, Sage Foundation, and our local Foodbank.