Head of Service Delivery (IT MSP)

Job Title:             Head of Service Delivery (IT MSP)

Location:             London or South East (Regular travel to client sites)

Salary:                 From £60,000 (DOE) + Car allowance

Contract type:    Permanent

#LI-Hybrid

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 analyze 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.

Requirements

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 license and own car

Desirable:

• Experience of deputising for senior management
• Experience with pre-sales, tenders and bids

Benefits

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.