At a Glance
- Tasks: Lead IT service delivery and build strong relationships with customers.
- Company: Dynamic IT company based in Cardiff, focused on customer satisfaction.
- Benefits: Competitive salary, car allowance, hybrid working, and generous holiday package.
- Other info: Join a supportive team with excellent career growth opportunities.
- Why this job: Make a real impact by enhancing IT services for diverse clients.
- Qualifications: Experience in service delivery management and strong communication skills required.
The predicted salary is between 50000 - 50000 £ per year.
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
- 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
IT Service Delivery Manager in Cardiff employer: ARO Technology
As an IT Service Delivery Manager based in Cardiff, you will thrive in a dynamic work culture that prioritises employee growth and well-being. With competitive benefits including a generous pension scheme, private medical insurance, and opportunities for technical training, our company fosters a supportive environment where you can build meaningful relationships with clients while driving continuous improvement in service delivery. Join us to be part of a team that values your contributions and offers a unique blend of professional development and personal fulfilment.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Delivery Manager in Cardiff
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who might know about opportunities at companies you're interested in. A friendly chat can sometimes lead to a referral, which is often the best way to get your foot in the door.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service delivery approach and think about how your experience aligns with their needs. This will help you stand out as someone who’s genuinely interested in the role.
✨Tip Number 3
Practice your communication skills! As an IT Service Delivery Manager, you'll need to convey complex information clearly. Try mock interviews with friends or use online platforms to refine your pitch and ensure you can articulate your value effectively.
✨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 proactive and serious about joining our team.
We think you need these skills to ace IT Service Delivery Manager in Cardiff
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of IT Service Delivery Manager. Highlight your experience with managing large customers and your knowledge of the ITIL framework. We want to see how your skills align with 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 the perfect fit for this role. Share specific examples of how you've built strong relationships and improved service delivery in your previous roles.
Show Off Your Communication Skills:Since strong communication is key for this role, make sure your application reflects that. Use clear, concise language and structure your documents well. We want to see your ability to convey information effectively right from the start!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at ARO Technology
✨Know Your ITIL Framework
Make sure you brush up on the ITIL Framework before your interview. Being conversant with ITIL principles is crucial for an IT Service Delivery Manager, so be ready to discuss how you've applied these practices in your previous roles.
✨Showcase Your Communication Skills
As a Service Delivery Manager, strong communication is key. Prepare examples of how you've effectively communicated with both customers and internal teams. Think about specific situations where your communication made a difference in service delivery.
✨Demonstrate Relationship Building
Be ready to talk about how you've built and maintained relationships with large customers. Share specific examples that highlight your ability to influence stakeholders and drive continuous improvement in service delivery.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage SLAs. Think through past experiences where you had to take ownership of a service issue and how you resolved it, ensuring you can articulate your thought process clearly.
