IT Managed Service Design Lead

ARO Technology; Cardiff; Hybrid; GBP 70,000 - 85,000; Full time

Job summary

A leading company in Telecoms and IT services seeks a Managed Service Design Lead to shape and evolve their Managed Services. This hybrid role involves client engagement, service design, and cross-functional collaboration to ensure top-tier service delivery. The ideal candidate will have a strong client-centric mindset, excellent communication skills, and experience in managing the full lifecycle of Managed Services. Join a company committed to an excellent employee experience with numerous benefits.

Benefits

Flexible working

Pension scheme

Private medical insurance

Life assurance

Generous holiday allowance

Health and wellbeing schemes

Employee assistance

Training programs

Qualifications

• Experience in bidding for Managed Services contracts.
• Proven ability to design and deploy service processes.
• Familiarity with monitoring tools and service management platforms.

Responsibilities

• Lead the design of Managed Services across various technologies.
• Support Account and Service Delivery Managers in client interactions.
• Translate client needs into operational realities.

Skills

Client-facing skills

Service Design

Process Improvement

Client-centric mindset

Education

ITIL certification

Tools

Datto RMM

ServiceNow

Azure Monitor

Job description

Job Title:

Managed Service Design Lead

Location:

UK, home-based with regular travel

Salary:

Up to £85,000 + car allowance

Contract type:

Permanent

About The Role

This is a newly created position within our Cloud, Cyber, and IT Business Unit, focusing 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 renewal. This client-facing role is central to ensuring top-tier, ITIL-aligned service delivery across a diverse and modern technology stack.

You will thrive on transforming complex client needs into seamless service experiences, asking, "How does that work in practice?" and caring deeply about client satisfaction, not just metrics.

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 technologies including networking, infrastructure solutions (Storage, IaaS, DRaaS, BaaS), Microsoft Modern Workplace, Dynamics, Power Platform, end-user support, and Microsoft 365.

Cross-Functional Collaboration:

• Work closely with Sales, Account Management, Technical Architects, Professional Services, onboarding teams, and Delivery teams to shape, implement, and improve service offerings.

Client Engagement:

• Support Account and Service Delivery Managers in client interactions, ensuring services meet operational and client expectations.

Operational Excellence:

• Translate client needs into operational realities, designing services that balance experience (XLA), performance (SLA), and efficiency (KPI). Identify and mitigate risks through thoughtful service design.

Requirements

Essential

• Experience in bidding for Managed Services contracts, including client presentations, governance, and Service Transition.
• Experience managing the full lifecycle of Managed Services, including governance and continuity.
• Understanding of commercial models for recurring revenue service contracts.
• Proven ability to design and deploy service processes that reduce risk and improve quality.
• Familiarity with monitoring tools such as Datto RMM, LogicMonitor, PRTG, Azure Monitor, and integrating them into service management platforms.
• ITIL certification or equivalent experience.
• Structured approach to Service Design and Service Transformation experience.
• Experience with process improvement techniques like Lean Six Sigma.
• Experience designing and implementing XLAs, SLAs, and KPIs.
• Knowledge of automation techniques and service management tools, including service catalog approaches.
• Ability to define and design value-adding reports.
• Client-facing skills to explain Service Management concepts effectively.
• A client-centric mindset and leadership approach supporting people, process, technology, and culture.

Desirable

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

Benefits

We are ARO, with 25 years' experience in Telecoms and IT services, and a nationwide presence. Our mission is to deliver seamless technology experiences. We focus on strong communication, trust, and collaboration, fostering a positive workplace culture.

Our awards include the 2021 People Insight's Outstanding Workplace Award.

Why Work for ARO?

We are committed to an excellent employee experience, offering benefits such as flexible working, pension scheme, private medical insurance, life assurance, generous holiday allowance, birthday off, health and wellbeing schemes, shares after 12 months, employee assistance, and training programs.

If at least 80% of this description matches your experience and attributes, we would love to hear from you.