Operations Director (IT Specialist Data Centre Services)

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Job Title: Operations Director (IT Specialist Data Centre Services)

Location: Liverpool (Hybrid - 2-3 days per week in the office)

Salary: £60,000 - £70,000 DOE

Contract type: Permanent

#LI-Hybrid

About the role

At ARO, we are looking for an experienced Operations Director to lead our Project Delivery and Managed Services teams in our Specialist Data Centre Services Business Unit.

Reporting to the Business Unit Director, this senior role ensures the effective, compliant, and cost-efficient delivery of customer services, driving strategic growth and operational excellence within our datacentre and managed services environment.

As a senior leader, you will guide the development of service delivery strategies, manage customer relationships, and escalations to ensure the highest levels of customer satisfaction and operational performance.

Please note that this is a Hybrid role with onsite requirement 2 -3 days a week. You must be able to commute to the office and have your own transport.

What you'll do

Strategic Operations Management

• Develop, enhance, and implement comprehensive operations and delivery plans to align with company goals and ensure sustainable growth.
• Lead strategic planning for project delivery and managed services, overseeing implementation to maintain efficiency, performance, and compliance.
• Assume the role of Senior Information Risk Officer (SIRO ), proactively managing and mitigating risks across information security and operational processes in line with the ARO Integrated Management System.

Team Leadership and Development

• Supervise and mentor the Project Delivery and Managed Services teams, fostering a culture of collaboration, accountability, and continuous improvement.
• Provide clear guidance and support for technical resources, developing talent through training, mentoring, and performance feedback.
• Evaluate and report on team performance, identifying areas for enhancement and driving initiatives that support the achievement of strategic objectives.

Service Delivery and Customer Relations

• Develop peer-level relationships with key customers to ensure alignment on expectations and to build trust in service delivery.
• Address and resolve service issues, leading incident escalations and managing customer communications to ensure a timely and transparent process.
• Regularly review customer requirements to adapt and refine service offerings, maintaining ARO's reputation as a proactive, customer-focused service provider.
• Review and approve any 3rd party suppler contracts.
• Approving high value purchase orders
• Provide oversite for the Operation of the Data Centre.

Operational Efficiency and Compliance

• Oversee day-to-day operations, establishing and enforcing policies to support regulatory compliance and industry best practices.
• Manage critical supplier relationships, negotiate contracts, and monitor service levels to ensure vendor performance aligns with company standards.
• Continuously refine compliance standards, implementing security controls and adhering to frameworks and compliance standards including ITIL and ISO27001.

Reporting and Strategic Analysis

• As a member of the business unit senior leadership team, provide representation, updates and detailed operational and performance reports to the SLT and wider group and assisting in setting achievable goals that drive growth.
• Conduct regular assessments of industry trends, competitive landscape, and market demands to forecast opportunities and challenges, ensuring ARO remains agile and adaptive

Requirements
What we are looking for?

• A solid background in IT managed services operations with deep knowledge of datacentre services including, private cloud, networking and security managed services.
• A Proven track record in leading and inspiring technical teams in a dynamic environment.
• Prior experience in building and managing technical and operational teams.
• Understanding of core network infrastructure, managed security services, and industry-standard security frameworks.
• Experience with implementing and maintaining ITIL practices and ISO standards.
• A logical and collaborative approach to resolving complex operational issues.
• Ability to navigate between immediate tactical challenges and long-term strategic goals.
• Excellent written and verbal communication skills, adept at building and maintaining relationships across all levels.
• Skilled in managing conflicting priorities and high-pressure situations with clarity and confidence
• A strong drive to implement process improvements, efficiency gains, and best practices across all operations.

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:

• 'Design Your Life' training and development programme
• Flexible working
• 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

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.