Service Delivery Manager

Aptitude Software Limited; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading company in finance digitization seeks a Service Delivery Manager to ensure seamless client onboarding and satisfaction. The role involves managing relationships, meeting SLAs, and leading distributed teams. Candidates should have strong communication skills and ITIL certification. The position supports hybrid working arrangements.

Benefits

Superannuation

Employee Assistance Program

Qualifications

• 5 years of experience in a similar role.
• Proven ability to manage multiple clients under pressure.

Responsibilities

• Onboard clients and manage relationships with a 'Client First' attitude.
• Ensure SLAs and KPIs are met throughout the contract lifecycle.
• Implement process improvements and manage distributed teams.

Skills

Communication

Negotiation

Critical Thinking

Time Management

Relationship Building

Education

ITIL v3 Foundation

Tools

Oracle

Unix/Linux

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

As a Service Delivery Manager at Aptitude, you will be the ambassador of our Assure offering, ensuring seamless delivery according to contractual obligations. You will onboard clients, manage relationships with a “Client First” attitude, and become a trusted advisor and escalation point for any issues. Your role is crucial in ensuring that SLAs and KPIs are met throughout the contract lifecycle, highlighting the value derived from our services.

Key Responsibilities:

Onboard and transition clients smoothly from sales/project to delivery.

Proactively manage client relationships and ensure client satisfaction.

Identify critical success factors (CSFs) and ensure KPIs support them.

Allocate resources and manage distributed teams, including 24/7 operations.

Monitor team performance and adherence to best practices.

Conduct planning, retrospective, and review meetings with clients.

Implement process improvements and provide internal reporting.

Manage risk and ensure compliance with SOC standards.

Stay updated with relevant knowledge and skills, align with company culture, and motivate the team.

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

Superannuation

Employee Assistance Program

What we're looking for

5 years of experience on the similar role

ITIL qualification (at least v3 Foundation).

Proven ability to perform under pressure and manage multiple clients.

Strong critical thinking and continual service improvement mindset.

Excellent communication, negotiation, and presentation skills.

Ability to work remotely and manage distributed teams.

Strong people management and relationship-building skills.

Flexibility to adapt to rapid business changes.

Outstanding organizational and time management skills.

High level of empathy and commercial acumen.

Proficient in accounting and finance principles, relational databases (especially Oracle), and Unix/Linux operating systems.

Understanding of Agile principles.

Where you’ll be:

Whilst this role is based from our Sydney office, we support hybrid working

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.