Service Delivery Manager

1 month ago

Birmingham, Birmingham, United Kingdom ARO Full time
About the Role

We are seeking a highly skilled 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.

You will engage with customers to lead service reviews, provide insight into the service, and drive continuous improvement. You will also be responsible for building and maintaining strong, long-term relationships with customers and acting as a bridge between the customer and our operational delivery teams.

The ideal candidate will have experience working in a service management role within an IT environment, with a strong understanding of the ITIL Framework. You will be a strong communicator with the ability to provide continuity for incidents and influence all areas of the business to provide the best service to clients.

Key Responsibilities
  • Taking ownership of the service being delivered
  • Building and maintaining effective business relationships with customers
  • Proactive SLA management to ensure we are meeting SLA and associated KPIs
  • Collaborating with 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
  • Championing the completion of NPS surveys with customers and striving to achieve a promoter score for all customers
  • Ensuring best practice processes are in place, followed, monitored, and audited as per the agreed schedules
Requirements

We are looking for a candidate with:

  • Conversant with the ITIL Framework
  • Experience of working in a service management role within an IT 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
What We Offer

At ARO, 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

We are committed to creating an excellent employee experience and offer a fun, collaborative, and positive work environment. If you are a motivated and experienced Service Delivery Manager looking for a new challenge, we would love to hear from you.

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