ARO
Information Technology and Services
ITServiceDeliveryManager
Neural analysis suggests this role is
optimal for Manager candidates.
“IT Service Delivery Manager at ARO. Skills: Service delivery management, Customer relationship management, ITIL Framework. Take ownership of service delivery. Build business relationships”
What You'll Achieve.
Achieve promoter score for all customers
Industry & Context.
Continuous improvement
Regular on site client visits, On-call rota
What They're Looking For.
Must Have
Previous experience as an SDM, Managing large customers, ITIL Framework, Service management role, Information Technology environment, Achieving targets, Delivering effective service, SLAs, Written communication skills, Verbal communication skills, Situational best practices, Lead internal resources, Manage internal resources, Influence internal resources, Lead customer resources, Manage customer resources, Influence customer resources, Produce customer service delivery performance reports, Analyze customer service delivery performance reports, Present findings to management, Present findings to customers, Present recommendations to management, Present recommendations to customers, Full UK drivers license
Nice to Have
Achieving promoter level relationship scores, Working collaboratively with customers, Support IT strategy, Profile future opportunities, Act on future opportunities, Delivery ITIL aligned services
What You'll Do.
Take ownership of service delivery
Build business relationships
Maintain business relationships
Proactive SLA management
Collaborate with senior stakeholders
Work with senior stakeholders
Collaborate on account management
Work on account management
Collaborate on strategy
Collaborate on growth
Ensure operational teams aware of changes
Ensure appropriate support structures
Deliver service review meetings
Strive for promoter score
Ensure best practice processes
Follow best practice processes
Monitor best practice processes
Audit best practice processes
How You'll Work.
Team & Collaboration
Senior stakeholders; Sales executives; Operational teams
Communication Scope
Written communication; Verbal communication; Presenting findings; Presenting recommendations
Full Job Description
**Job Title:** IT Service Delivery Manager **Location:** Cardiff, with regular on site client visits **Salary:** From £50,000 + £6,000 Car allowance **Contract type:** Permanent **About the role** 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. Please note, we are looking for someone based in the Cardiff area, due to the location of our customers. A Full UK drivers’ license is essential and this role will also involve an on-call rota. **What you’ll do** * 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 * Ensuring best practice processes are in place, followed, monitored, and audited as per the agreed schedules **Requirements** **Essential** * Previous experience as an SDM and managing large cus
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