Service Delivery Manager

Aptitude Software Limited; London; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

A leading finance technology company in London is hiring a Service Delivery Manager. You'll ensure seamless delivery of services, manage client relationships, and lead teams for effective service execution. Ideal candidates will have 5 years of relevant experience and an ITIL certification. The role offers a competitive salary, flexible working conditions, and various benefits.

Benefits

Superannuation

Carers Leave

Flexible working conditions

Hybrid work model

Qualifications

• 5 years of experience in a similar role or project management capacity.
• Proven ability to perform under pressure and manage multiple clients.
• Understanding of Agile principles.

Responsibilities

• Serve as the main point of contact for customers with recurring services.
• Onboard and transition clients smoothly from sales/project to delivery.
• Proactively manage client relationships and expectations.

Skills

Client relationship management

Critical thinking

Communication skills

People management

Organizational skills

Education

ITIL Foundation certification

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:

Serve as the main point of contact for customers with recurring services.

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

Lead value-creation projects that increase usage.

Proactively manage client relationships and expectations; 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 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 profit-related bonus scheme, as well as the following benefits:

Superannuation

Carers Leave and enhanced family friendly leave for adoption, maternity and paternity

Flexible working conditions and hybrid work model

What we're looking for

5 years of experience in a similar role or project management capacity

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, customer service mindset, and commercial acumen.

Understanding of Agile principles.

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.