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IT Service Delivery Manager
2 months ago
About the Role
We are seeking a highly skilled IT Service Delivery Manager to join our team at ARO. As a Service Delivery Manager, you will be responsible for ensuring the highest level of service is provided to our diverse portfolio of IT managed services customers.
Key Responsibilities
- Take ownership of the service being delivered and ensure it meets the required standards.
- Build and maintain effective business relationships with customers, understanding their needs and expectations.
- Proactively manage Service Level Agreements (SLAs) to ensure we are meeting the agreed-upon service levels and associated Key Performance Indicators (KPIs).
- Collaborate with senior stakeholders and sales executives to drive account management, strategy, and growth.
- Ensure operational teams are aware of planned changes and have the necessary support structures in place.
- Deliver reports and service review meetings remotely or on-site as per contract.
- Champion the completion of Net Promoter Score (NPS) surveys with customers and strive to achieve a promoter score for all customers.
- Ensure best practice processes are in place, followed, monitored, and audited as per the agreed schedules.
Requirements
Essential
- Conversant with the IT Infrastructure Library (ITIL) framework.
- Experience 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.
- Strong communication skills – written and verbal, with an understanding of situational best practices.
- Ability to lead, manage, and/or influence both internal resources and customer resources to achieve successful outcomes.
- Demonstrable experience of producing and analysing customer service delivery performance reports, presenting findings and recommendations to management and customers to improve the service.
Desirable
- Evidence of achieving promoter-level relationship scores amongst customer portfolios.
- Previous experience working collaboratively with customers to support their IT strategy, profiling, and acting on future opportunities.
- Experience delivering ITIL-aligned services.
Benefits
Why Work for ARO?
At ARO, we are committed to creating an excellent employee experience. Our employees, culture, and additional benefits make ARO a great place to work. We offer a wide range of benefits and incentives to our employees, including:
- 'Design Your Life' training and development programme.
- Flexible working.
- Company Pension Scheme and matching contributions.
- Company Perks portal.
- Private Medical insurance.
- Life assurance.
- 25 days holiday plus bank holidays plus holiday trading.
- Your Birthday off, on us.
- Health Club and Wellbeing Scheme.
- ARO Shares after 12 months employment.
- Employee Assistance Programme.
- Technical Training Academy and E-learning.
