Job Title:
Managed Services Architect
Location:
UK, home based with regular travel
Salary:
Up to £85,000 + car allowance
Contract type:
Permanent
About The Role
This is a newly created position in our Cloud, Cyber and IT Business Unit, focusing on end-to-end service design.
As the Managed Services Architect, you will play a pivotal role in shaping and evolving ARO's Managed Services across their full lifecycle—from initial bid through to renewal. This client-facing position is central to ensuring top-tier, ITIL-aligned service delivery across a diverse and modern technology stack.
This role involves designing, implementing, and managing IT solutions within a managed services framework, ensuring solutions are scalable, secure, and efficiently delivered.
You will thrive on turning complex client needs into seamless service experiences, focusing on client satisfaction and service quality.
This is a hybrid role requiring travel to customer sites and ARO offices. Own transport is required.
What You'll Do
Service Design & Delivery:
* Lead the design of Managed Services across various technologies, including networking, infrastructure solutions (Storage, IaaS, DRaaS, BaaS), Microsoft Modern Workplace, Dynamics, Power Platform, end-user support, and Microsoft 365.
Cross-Functional Collaboration:
* Work with Sales, Account Management, Technical Architects, Professional Services, onboarding teams, and delivery teams to shape, implement, and improve services.
Client Engagement:
* Support client interactions, ensuring services meet expectations and are operationally sound.
Operational Excellence:
* Translate client needs into operational services, design balanced service metrics, and mitigate risks through thoughtful service design.
Requirements
Essential:
* Experience in bidding for Managed Services contracts, including client presentations and service transition.
* Full lifecycle governance of Managed Services.
* Understanding of recurring revenue service contracts.
* Experience designing service processes to reduce risk and improve quality.
* Familiarity with monitoring tools like Datto RMM, LogicMonitor, PRTG, Azure Monitor.
* ITIL certification or equivalent.
* Experience in Service Transformation and structured Service Design.
* Process improvement skills using LSS or similar techniques.
* Designing and implementing SLAs, XLAs, KPIs.
* Automation techniques in Service Management tools.
* Client-facing communication skills.
* Client-centric mindset and leadership qualities.
Desirable:
* Experience with Autotask, ServiceNow, and other ITSM platforms.
* Living within commuting distance of Cardiff.
Benefits
ARO offers a dynamic workplace with benefits including flexible working, pension scheme, private medical insurance, life assurance, holiday trading, birthday leave, wellbeing schemes, shares, employee assistance, and training programs.
Join Us!
If your experience matches even 80% of this description, we look forward to hearing from you.
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