At a Glance
- Tasks: Lead technical services for public sector and education clients, driving technology change and account growth.
- Company: ARO, a leading independent IT and communication expert with a vibrant workplace culture.
- Benefits: Competitive salary, private medical insurance, generous holiday allowance, and hybrid working options.
- Other info: Join a dynamic team recognised for its positive workplace culture and commitment to employee wellbeing.
- Why this job: Make a real impact by shaping technology roadmaps and enhancing customer experiences.
- Qualifications: Strong technical background with experience in managed services and customer relationship management.
The predicted salary is between 47250 - 57750 £ per year.
The Client Technical Services Lead is the senior technical owner of a small portfolio of ARO's Public Sector and Education customers. Your focus will be to grow those accounts by finding and shaping the technology change each customer needs, and to make sure that what ARO has sold is delivered as promised. You will work closely with the Account Manager and Service Delivery Manager to ensure customers receive the right technical direction, that their technology roadmap is developed and maintained, and that opportunities for service improvement and account growth are identified and progressed.
You will initially take responsibility for a significant Education customer engagement, acting as a senior technical advisor, holding the rolling three-year technology roadmap and acting as a key technical contact. The role will also cover a portfolio of named Public Sector and Education accounts, where you will lead structured account reviews, technology gap assessments and three-year roadmaps. You will identify opportunities to improve the customer's technology environment and develop commercially viable solutions. Working alongside Account Managers and technical specialists, you will turn approved roadmap items into qualified opportunities, with a focus on incremental gross profit, margin and cost-to-serve.
Requirements
- Customer technology leadership: Act as the senior technical contact for assigned customers, building relationships with senior IT stakeholders and providing technical direction across their managed service environments.
- Technology roadmaps and reviews: Own and maintain three-year technology roadmaps, leading structured account reviews to identify technology gaps, risks, single points of failure and opportunities for improvement.
- Commercial account growth: Work alongside Account Managers to identify and develop opportunities across ARO's solution areas, growing incremental gross profit across assigned accounts.
- Solution development: Translate customer requirements and approved roadmap items into qualified opportunities, working with pre-sales architects and technical specialists to develop solutions and commercial proposals.
- Commercial assessment: Evaluate opportunities based on customer value, margin, cost-to-serve and commercial fit before committing resource.
- Customer governance and innovation: Lead strategic technology discussions, customer review forums and innovation sessions, bringing vendor expertise and technology developments into customer roadmaps.
- Delivery assurance: Track sold roadmap items through to delivery, working with service delivery and project teams to manage risks and ensure agreed customer outcomes are achieved.
- Service and relationship development: Oversee key customer technology commitments, including service standards, demand planning, cyber security reporting, multi-vendor coordination and continuity of technical knowledge.
What we are looking for?
We are looking for someone with a strong technical background who combines technical knowledge with commercial awareness and the ability to develop customer relationships and identify opportunities for account growth. You will be comfortable working with senior customer stakeholders, leading technology discussions, developing roadmaps and working alongside Account Managers to turn customer requirements into commercially viable opportunities.
Essential
- Senior technical background across the managed service estate (network, infrastructure and cloud, Microsoft 365 and identity, security) with the breadth to hold a whole-estate view and the judgement to know when to bring in a specialist.
- Proven experience as a technical account manager, service architect or senior consultant with responsibility for customer technology roadmaps and governance, ideally within a managed service provider.
- Experience with UK public sector or education customers, including governor or board decision-making and public procurement.
- Able to run a structured gap assessment and present a tranche-based roadmap with options, costs and decisions to customer leadership.
- Commercial acumen: comfortable building the business case for change, working alongside an account manager to a shared target, and reading margin and cost-to-serve.
- Credible with customer executives, vendor partners and ARO's engineers alike; writes and presents clearly.
- Working knowledge of Cyber Essentials Plus, ISO 27001 and UK GDPR obligations as they affect a managed estate.
Desirable:
- Experience in UK further or higher education, including working to the academic calendar.
- ITIL v4 Foundation or equivalent service management grounding.
- Experience of HPE Aruba, Extreme Networks and Microsoft partner programmes and vendor executive engagement.
- Experience of an incoming managed service transition, including TUPE.
- Familiarity with Jisc services and the education technology landscape, including immersive and AI-enabled learning.
- Experience of PRINCE2 or ARO's DADBoM delivery lifecycle (Discovery, Analysis, Design, Build, Operate, Maintain).
- Relevant certifications, for example Microsoft Certified: Azure Solutions Architect Expert or Microsoft 365 Administrator Expert, or vendor networking certifications.
Benefits
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.
Client Technical Services Lead in Uxbridge employer: ARO
ARO is an exceptional employer, offering a vibrant work culture that prioritises collaboration, trust, and employee wellbeing. With a commitment to professional growth, employees benefit from extensive training opportunities, a hybrid working model, and a range of perks including private medical insurance and generous holiday allowances. Located in Liverpool, ARO fosters a positive environment recognised with the People Insight’s Outstanding Workplace Award, making it an ideal place for those seeking meaningful and rewarding careers in IT and communications.
StudySmarter Expert Advice🤫
We think this is how you could land Client Technical Services Lead in Uxbridge
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Create a personal project or case study relevant to the challenges ARO might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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We think you need these skills to ace Client Technical Services Lead in Uxbridge
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at ARO.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at ARO. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at ARO
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
