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- Tasks: Lead and transform ARO’s Service Management operation for top clients.
- Company: ARO, a leading IT and communication expert with 25 years of experience.
- Benefits: Competitive salary, hybrid working, private medical insurance, and generous holiday allowance.
- Why this job: Make a real impact by enhancing customer experiences and driving service excellence.
- Qualifications: 10+ years in service delivery, strong leadership, and customer-focused skills.
- Other info: Join a vibrant culture that values communication, trust, and collaboration.
The predicted salary is between 60000 - 84000 £ per year.
Location: London or South East (Regular travel to client sites)
Salary: From £60,000 (DOE) + Car allowance
Contract type: Permanent
About the role
We are looking for an experienced Head of Service Delivery, sitting on the ARO Services first line of the Cloud, Cyber, and IT (CCIT) Business Unit, reporting to the Director of Services. The ARO Services function oversees both Professional and Managed Services across all technical domains. As our Head of Service Delivery, you’ll transform and lead ARO’s Service Management operation into a dynamic, client-focused powerhouse. You and your team will be the face of ARO for our largest and most strategic clients—owning the delivery of contracted services and ensuring outstanding customer satisfaction across every touchpoint. You’ll work cross-functionally across ARO and client teams to drive service excellence, unlock same account revenue growth, and increase our share through insight, trust, and delivery credibility. Acting as both leader and partner, you’ll support sales initiatives, identify upsell opportunities, and continually improve service value while embedding yourself within client environments.
Scope of Leadership:
- ARO CCIT Service Delivery Managers and their direct reports
- Service Transition teams
- Any other service-aligned functions as agreed with the Director of Services
This role can be home based with regular travel to clients across London and the South East. There will also be travel to our Cardiff office to meet with the team. You must be able to commute to client sites and have your own transport.
What you’ll do
- Own the Customer Experience: Be the single point of accountability for service delivery across all managed clients, ensuring excellence in every interaction.
- Drive Performance: Deliver on KPIs, SLAs, and contractual commitments with precision and consistency.
- Lead Strategic Relationships: Build and maintain strong, trust-based partnerships with clients—especially high-profile accounts to drive retention, satisfaction, and growth.
- Champion Service Excellence: Define, implement, and continuously improve SDM standards, processes, and documentation.
- Collaborate Cross-Functionally: Work closely with Support, Technical Services, and Projects to ensure seamless service and rapid issue resolution.
- Empower the Team: Lead, coach, and develop a high-performing SDM team. Recruit top talent, manage performance, and foster a culture of continuous improvement.
- Enable Growth: Support sales with service insights and onboarding/offboarding processes that enhance customer value and experience.
- Operational Leadership: Contribute to the wider leadership team to elevate service standards across the business.
- Data-Driven Decisions: Produce and analyse KPIs, customer insights, and team performance metrics to inform strategy and improve outcomes.
- People First: Manage HR responsibilities, run effective 1:1s, and create development plans that unlock team potential and succession opportunities.
- Knowledge Sharing: Run training sessions, lunch & learns, and maintain a skills matrix to ensure capability and consistency across the team.
What we are looking for?
Essential:
- An experienced people leader with 10+ years in service delivery and customer-focused roles within technical, ITIL-aligned environments.
- Customer focussed with the ability to translate complex technical issues into clear, actionable insights for non-technical stakeholders.
- Commercially savvy, balances customer satisfaction with business growth, making smart decisions under pressure.
- Skilled in analysing service trends, producing performance reports, and driving continuous improvement.
- Experienced in coaching technical teams, managing large customer relationships, and aligning service with strategic goals.
- Experience of working seamlessly across technical and non-technical teams to deliver consistent, high-quality service.
- Experience of supporting customer IT roadmaps and identifying opportunities for innovation and growth.
- Full UK driving licence and own car.
Desirable:
- Experience of deputising for senior management.
- Experience with pre-sales, tenders and bids.
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.
Head of Service Delivery (IT MSP) employer: ARO group
Contact Detail:
ARO group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Delivery (IT MSP)
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your answers. Focus on articulating your experience in service delivery and how it relates to the role of Head of Service Delivery at ARO.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining ARO and contributing to our mission of delivering seamless technology experiences.
We think you need these skills to ace Head of Service Delivery (IT MSP)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Head of Service Delivery. Highlight your experience in service delivery and customer-focused roles, especially in ITIL-aligned environments. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how you can transform our service management operation. Be sure to mention any relevant achievements that demonstrate your ability to drive performance and build strategic relationships.
Showcase Your Leadership Skills: As a people leader, we want to know how you've empowered teams in the past. Share specific examples of how you've coached and developed high-performing teams, and how you've managed large customer relationships to drive satisfaction and growth.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen to join our team at ARO!
How to prepare for a job interview at ARO group
✨Know Your Stuff
Make sure you’re well-versed in the specifics of service delivery within IT MSP environments. Brush up on ITIL principles and be ready to discuss how you've successfully managed client relationships and driven performance in previous roles.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams and driving service excellence. Think about times when you’ve coached team members or improved processes, and be ready to share these stories during the interview.
✨Understand the Company Culture
Familiarise yourself with ARO’s values and workplace culture. Be prepared to discuss how your personal values align with theirs, especially around collaboration and trust, as this will show you’re a good fit for their team.
✨Ask Insightful Questions
Prepare thoughtful questions that demonstrate your interest in the role and the company. Inquire about their current challenges in service delivery or how they measure success in client satisfaction—this shows you’re proactive and engaged.
