Service Delivery Manager

Aptitude Software Limited; London; Hybrid; GBP 40,000 - 80,000; 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 Service Delivery Manager oversees the delivery of Aptitude’s products, ensuring contractual obligations are met while fostering strong client relationships. Acting as a brand ambassador, the SDM ensures a smooth client onboarding process and proactively manages client satisfaction, becoming a trusted advisor and escalation point.

Key Responsibilities:

1. Ensure SLA/KPI adherence and align them with critical success factors (CSFs).
2. Allocate and oversee resources, manage distributed teams, and ensure adherence to best practices.
3. Build strong relationships with internal teams and clients to optimize service delivery.
4. Conduct planning, retrospectives, and performance reviews while identifying and implementing improvements.
5. Provide detailed internal reporting, manage risk, and maintain SOC compliance.
6. Align with company culture, motivate teams, celebrate milestones, and share success stories.

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 and commission, as well as the following benefits:

• ShareSave scheme – ability to purchase company shares on preferential terms
• Private healthcare and Health Cashplan
• Access to dental insurance
• Income protection and group life insurance
• Flexible / hybrid working options

What we're looking for

Skills and Behaviours:

1. Management & Problem Solving: ITIL-certified with strong organizational, critical thinking, and people management skills.
2. Client Service: Ability to simplify problems, deliver succinct feedback, and ensure high client satisfaction.
3. Communication: Proficient in English, with excellent report writing, presentation, negotiation, and active listening skills.
4. Flexibility: Adapts to change, prioritizes tasks effectively, and handles confidential information with discretion.

Technical Skills:

1. Knowledge of accounting/finance principles, relational databases (e.g., Oracle), Unix/Linux systems, and Agile methodologies.
2. Experience in service and project management.

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.