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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, private medical insurance, hybrid working, 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) in London employer: ARO
Contact Detail:
ARO Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Delivery (IT MSP) in London
✨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 follow up after interviews! A simple thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Head of Service Delivery (IT MSP) in London
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 technical environments. We want to see how your skills align with our mission at ARO!
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 driven service excellence and built strong client relationships in the past. We love a good story!
Showcase Your Leadership Skills: As a potential leader at ARO, we want to see how you empower teams and drive performance. Include examples of how you've coached teams, managed large customer relationships, and contributed to strategic goals. Let us know how you can elevate our service standards!
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 get to know you better. Plus, it shows you’re keen on joining our awesome team at ARO!
How to prepare for a job interview at ARO
✨Know Your Stuff
Make sure you’re well-versed in the specifics of service delivery within IT MSPs. Brush up on ITIL principles and be ready to discuss how you've driven performance and customer satisfaction in previous roles.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams and managing client relationships. Think about times when you’ve empowered your team or improved service standards, as these will resonate well with the interviewers.
✨Understand the Company Culture
Familiarise yourself with ARO’s values and workplace culture. Be ready to discuss how you can contribute to their positive environment and enhance collaboration, as they value a fun and trust-based culture.
✨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, which will demonstrate your strategic thinking.
