Service Delivery Manager

As a Service Delivery Manager at Aptitude, you will be the ambassador of our Assure offering, which provides post go live support to clients, 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. 

What you will do:

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. 

What we offer:

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 

• Income protection and group life insurance  

• Pension Scheme 

• Company Funded Health Cashplan 

• Employee Assistance Programme 

• Access to Private Dental Benefits 

• Flexible / hybrid working options  

• Enhanced Family Friendly Leave for adoption, maternity and paternity 

• Bike 2 Work Scheme 

• Employee Referral Bonus 

Where you will be:

• This role is based from our London office, we support hybrid working  

• This role also requires occasional travel in-country and/or overseas 

To us at Aptitude, hybrid working means that our employees come together for 2-days per week at their local office. It’s an opportunity for our teams to collaborate, solve problems together and to be engaged and involved in the wider community of our business. 

We ask employees to come into the office every Wednesday and give you the flexibility to choose your other day

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

• 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.