Senior Service Delivery Manager

Aptitude Software Limited; London; Hybrid; USD 60,000 - 100,000; Full time

Job description

We immerse ourselves in the intricacies of finance digitization, subscription management, compliance, and revenue management which gives us the power to make a real impact. Once we understand how an organization works, we can implement software solutions that provide the clarity, confidence, and control they need to drive growth and achieve their ambitions.

Aptitude has served the offices of finance for over 20 years, delivering financial control and insights to empower our clients to achieve their strategies and ambitions. We are currently serving over 75 CFOs whose organisations generate a combined revenue of over $1 Trillion.

We are proud of our growing team of smart, motivated and passionate people, and believe diverse experiences and perspectives build stronger teams and better solutions.

Headquartered in London, we have seven office locations around the world with clients across four continents.

What you'll do and what we offer

The Senior SDM manages client relationships, ensures service excellence, and drives business growth. They lead teams, oversee service delivery, and act as a trusted advisor, meeting SLAs/KPIs and resolving issues proactively.

Key Responsibilities:

1. Onboard clients, manage expectations, and serve as an escalation point.
2. Ensure service alignment with business goals and identify upsell opportunities.
3. Lead teams, approve deliverables, and maintain SOC compliance.
4. Manage risks, forecast resources, and drive operational excellence.

We’ll provide you with the opportunity to grow your expertise in an environment that supports you, your life and your career.

We’ll also offer you a competitive salary plus bonus, as well as the following benefits:

1. 401(k) retirement plan with matching
2. Competitive vacation and paid time off
3. Healthcare benefits – medical insurance, dental insurance and vision plans
4. Pre-tax saving accounts
5. Life and Disability Insurance
6. ShareSave scheme (ability to purchase company shares on preferential terms)
7. Flexible working conditions and hybrid work model

Whilst this role is based in Boston, we support hybrid working.

What we're looking for

Skills:

1. Strong product knowledge, proactive risk management, and commercial decision-making.
2. Effective communication, team leadership, and alignment with company culture.

Key Skills and Qualifications:

1. ITIL-certified Service Management professional (v3/v4, intermediate/expert preferred).
2. Proven under pressure, adept at managing client and internal expectations.
3. Mentors Service Delivery Managers and manages distributed 24×7 teams.
4. Continual Service Improvement mindset with critical thinking and escalation skills.

Client Service & Problem Solving

1. Simplifies complex issues, delivering exceptional client experiences.
2. Strong negotiation, active listening, and C-Suite reporting skills.
3. Results-driven, empathetic, and leads by example.

Organisational Skills

1. Excellent prioritisation, multitasking, and time management abilities.
2. Skilled at managing sensitive, confidential information.

Technical & Industry Knowledge

1. Expertise in Service Management processes, relational databases, cloud technologies, SDLC, and Agile.
2. Solid grasp of accounting/finance principles and project delivery best practices.
3. Fluent in English for effective communication.

How to apply

Please click on the ‘Apply now’ button below, including your CV/resume and any other relevant information that will help us get to know you better.

Diversity and Inclusion

If you’re interested in working at Aptitude, but don’t feel you meet every single requirement of the role, we’d still like to hear from you! A diverse workforce is an essential part of our culture, and we’re dedicated to ensuring that our staff can show up as their authentic self – safe in the knowledge that their differences will be embraced and respected by all. We’re strong advocates of supporting applicants from a wide variety of backgrounds which include different ages, genders, ethnicities, physical abilities and sexual orientation, and we work hard to build the confidence of our workforce through inclusivity, equity and ongoing training. So, if you’re excited about this role but your past experience doesn’t align perfectly with every requirement, we’d encourage you to apply anyway. You might be just the candidate we’ve been looking for, whether it’s for this role or another.