Service Delivery Onboarding Manager
Location
Cardiff | United Kingdom
Job description
Job Title: Service Delivery Onboarding Manager
Location: Cardiff
Salary: £50,000
Contract type: Permanent
About the role
We have a newly created role here at ARO for a Service Delivery Onboarding Manager to focus on creating a great onboarding experience for our customers ensuring a smooth transition and integration of our IT services.
This is a new role that will form a key part of our Service Delivery function. We are looking for someone with business process mapping experience and Service Delivery or Project Management skills to design and define our process to smoothly onboard new and existing customers into the business.
We are committed to long term relationships with our customers and once our sales teams have secured the contract and our Project teams have set everything up, your role is to make sure that we are prepared for the "Go Live" day, making sure that it goes smoothly, to time, resource and budget.
ARO has grown significantly over the last few years through acquisition so this is a really exciting time to join us. We are looking for someone that will lead these key processes moving forward with agility and pace, with the ability to remove friction and deliver through our people.
Please note that this is a Hybrid role with onsite requirement 2 days a week in Cardiff. You must be able to commute to the office and have your own transport.
What you’ll do
The role will initially be focused on 2 main areas but over time there will be the opportunity for you to build a capability that will work cross-functionally across the business.
Legacy Business Unit Transition
- Develop an overarching operations program for transitioning legacy business units into the ARO Managed Services
- Create a transition roadmap for each account, ensuring a smooth adoption of BAU services before and after new contracts.
- Map out the service transition process.
- Lead the definition and execution of future acquisition onboarding and post-acquisition integration.
BAU Managed Services Transition:
- Define and deploy onboarding and offboarding runbooks.
- Ensure successful transition of all inbound opportunities based on the established runbook.
- Account for the smooth transition of outgoing accounts or services using the same runbook
- Act as the pivotal point of contact for all key stakeholders during the onboarding process.
- Define and Design onboarding & offboarding processes for ARO Managed Service clients
- Understand requirements and develop tailored onboarding plans for each client.
- Coordinate with internal teams to ensure the timely execution of onboarding activities and accurate forecasting of both effort and take on
- Prepare and deliver training sessions to stakeholders on the use of ARO Managed Services
- Proactively identify and resolve any issues or challenges that arise during the onboarding or offboarding process
- Monitor and report on the progress of onboarding & offboarding activities to stakeholders
- Ensure customer satisfaction through excellent communication and service delivery
Requirements
What we are looking for?
Essential
- Prior experience in Service Delivery or Technical roles that support Managed Service Operations
- Experience working for an MSP or similar
- Highly developed Business Process Mapping skills & Change Management skills from Define to Control.
- Strong Project Management skills with an ability to deliver complex business change and IT projects
- Strong understanding of Managed Service Operations with evidence of setting up for success
- Commitment to Service Excellence driving Client Satisfaction and achievement of commercial objectives.
- Leadership; Excellent Self-Awareness and an ability to adapt style and approach based on situation.
- Analytical & Data Based approach
- Strong communication and interpersonal skills
- Excellent commercial awareness & negotiation skills
Desirable
- ITIL Accreditation
- Formal Project Management Accreditation
- Change Management accreditation
- Demonstrated ability to build and deploy SLA & OLA agreements
- Experience using full stack Service Management toolsets
Job tags
Salary
£50k per annum
