IT Managed Service Design Lead

This is a newly created position, in our Cloud, Cyber and IT Business Unit, to focus on end to end service design. As the Managed Service Design Lead, 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. You will be someone who thrives on turning complex client needs into seamless service experiences. You ask, “How does that work in practice?” and care deeply about how clients feel about the services they receive—not just the metrics behind them. Please note that this is a Hybrid role with travel to customer sites and ARO offices. You must have your own transport.

What you’ll do

• Service Design & Delivery: Lead the design of Managed Services across a broad range of technologies, including: Simple to complex networking Infrastructure solutions (Storage, IaaS, DRaaS, BaaS), Microsoft Modern Workplace, Dynamics, and Power Platform, End-user support, Microsoft 365.
• Cross-Functional Collaboration: Work closely with Sales, Account Management, and Technical Architects to shape service offerings, Professional Services to implement and govern solutions, Onboarding teams to ensure smooth transition into service, Delivery teams to drive continuous improvement, reduce churn, and enhance client satisfaction.
• Client Engagement: Support Account and Service Delivery Managers in client interactions, ensuring services are not only operationally sound but also aligned with client expectations and experiences.
• Operational Excellence: Translate client needs into operational realities, Design services that balance experience (XLA), performance (SLA), and efficiency (KPI), Identify and mitigate risks through thoughtful service design.

What we are looking for?

• Essential Experience of successfully bidding for Managed Services contracts both formal tender and standard sales process including client presentations, internal governance and Service Transition.
• Providing continuity and governance for the full lifecycle of Managed Services.
• Understanding the commercial modelling of recurring revenue Service contracts.
• A track record of designing and deploying service processes that reduce risk and improve quality.
• Familiarity with monitoring tools such as Datto RMM, LogicMonitor, PRTG, and Azure Monitor.
• Proven ability to integrate these tools into service management platforms to enhance both client experience and internal efficiency.
• ITIL expert or equivalent experience.
• Demonstrable experience of Service Transformation – you don’t need TOGAF or similar but being able to evidence a structured approach to Service Design is important.
• Process improvement using LSS techniques or similar.
• Experience of process transformation to decrease cost / improve efficiency / client experience.
• Experience of designing and implementing XLA / SLA and a broad range of relevant KPI’s.
• Automation and associated techniques with Service Management tools including Service Catalogue based approaches.
• Contact channel integration and management.
• Ability to define & design reporting that adds value.

This is a client-facing role. You will be explaining Service Management concepts and approaches to clients that commercially align to their expectations. A client-centric mindset, curious about how outsourced services can drive client success. A leadership approach that supports people, process, technology, and culture.

Desirable

• Experience with Autotask and ServiceNow and other ITSM platforms.
• Based within a commutable distance of Cardiff.

Who are we?

ARO has 25 years’ experience in Telecoms and IT services 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: Flexible working, 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.

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.