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 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 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 of working collaboratively with customers to support their IT strategy, profiling and acting on future opportunities. Experience of delivery ITIL aligned services Benefits Who are we? 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. To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive. 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. Why Work for ARO? At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make ARO a great place to work. Come join us! We offer a wide range of benefits and incentives to our employees including: 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 Hybrid working If even 80% of this matches your experience and attributes, we would be delighted to hear from you.