Job Title: IT Service Delivery Manager Location: Cardiff, with regular on site client visits
Salary: up to £58,000 DOE + £6,000 Car allowance
Contract type: Permanent
Our Service Delivery Managers are responsible for ensuring the highest level of service is provided to our diverse portfolio of IT managed services customers. This role involves building and maintaining strong long-term relationships remotely and acting as the bridge between the customer and our operational delivery teams.
You will engage with the customer to lead service reviews to provide insight to the service and drive continuous improvement and profile immediate and strategic opportunities.
As a Service Delivery Manager, you will need to be a strong communicator, with an ability to provide continuity for incidents. The ability to influence all areas of the business into providing best service to clients is essential at all levels.
A Full UK drivers’ license is essential and this role will also involve an on-call rota.
Taking ownership of the service that’s being delivered
Building and maintaining effective business relationships with customers
Proactive SLA management to ensure we are meeting SLA and associated KPIs
Collaborating and working with the business’s senior stakeholders and sales executives on account management, strategy, and growth
Ensuring operational teams are aware of planned changes and the appropriate support structures are in place
Delivery of reports and service review meetings remotely or onsite as per contract
Champion the completion of NPS surveys with customers and strive to achieve a promoter score for all customers
Conversant with the ITIL Framework (IT Infrastructure Library)
Experience of working in a service management role within an Information Technology environment
Demonstrable experience of achieving targets and delivering an effective service to customers with SLAs
Demonstrable experience of producing and analysing customer service delivery performance reports, presenting findings and recommendations to management and customers to improve the service
Previous experience of working collaboratively with customers to support their IT strategy, profiling and acting on future opportunities.
Experience of delivery ITIL aligned services
ARO has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.
As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.
In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.
Company Pension Scheme and matching contributions
Private Medical insurance
Life assurance
25 days holiday plus bank holidays plus holiday trading
Your Birthday off, on us
Health Club and Wellbeing Scheme
Employee Assistance Programme
Technical Training Academy and E-learning
Hybrid working
£70k - £90k per annum
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