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For Companies At a Glance
- Tasks: Lead and transform service delivery for top clients in a dynamic IT environment.
- Company: Join a forward-thinking IT Managed Service Provider with a focus on client satisfaction.
- Benefits: Competitive salary, car allowance, hybrid working, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing client experiences and driving service excellence.
- Qualifications: Proven leadership in service delivery and strong relationship-building skills.
- Other info: Flexible home-based role with travel across London and the South East.
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.
Head of Service Delivery (IT MSP) employer: ARO
Contact Detail:
ARO 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 to reach out on LinkedIn. You never know who might have the inside scoop on your dream job!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you stand out as someone who’s genuinely interested in being part of their team.
✨Tip Number 3
Practice your pitch! Be ready to explain why you’re the perfect fit for the Head of Service Delivery role. Highlight your experience in service management and how you can drive performance and customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
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 is tailored to the Head of Service Delivery role. Highlight your experience in service management and client relationships, as these are key for us. Use specific examples that showcase your achievements in driving performance and customer satisfaction.
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. Mention your leadership style and how you’ve empowered teams in the past. Don’t forget to express your enthusiasm for transforming service delivery!
Showcase Your Data Skills: Since data-driven decisions are crucial for us, make sure to highlight any experience you have with KPIs and performance metrics. Share examples of how you've used data to inform strategy and improve outcomes in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at ARO
✨Know Your Stuff
Before the interview, dive deep into the company’s services and recent projects. Understand their approach to service delivery and be ready to discuss how your experience aligns with their needs. This shows you’re genuinely interested and prepared.
✨Showcase Leadership Skills
As a Head of Service Delivery, you'll need to demonstrate strong leadership capabilities. Prepare examples of how you've led teams, managed client relationships, and driven performance improvements in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Client Focus
Highlight your experience in managing client expectations and delivering exceptional customer service. Be ready to discuss specific instances where you’ve turned around a challenging client relationship or improved satisfaction scores.
✨Ask Insightful Questions
Prepare thoughtful questions that show your interest in the role and the company. Inquire about their current challenges in service delivery or how they measure success in client relationships. This not only demonstrates your engagement but also helps you assess if the company is the right fit for you.
