What are the responsibilities and job description for the Senior Service Delivery Manager position at Aptitude Software?
About us
At Aptitude we love complexity.
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
Onboard clients, manage expectations, and serve as an escalation point.
Ensure service alignment with business goals and identify upsell opportunities.
Lead teams, approve deliverables, and maintain SOC compliance.
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 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
Strong product knowledge, proactive risk management, and commercial decision-making.
Effective communication, team leadership, and alignment with company culture.
Key Skills and Qualifications :
Management & Leadership
ITIL-certified Service Management professional (v3 / v4, intermediate / expert preferred).
Proven under pressure, adept at managing client and internal expectations.
Mentors Service Delivery Managers and manages distributed 24×7 teams.
Continual Service Improvement mindset with critical thinking and escalation skills.
Client Service & Problem Solving
Simplifies complex issues, delivering exceptional client experiences.
Strong negotiation, active listening, and C-Suite reporting skills.
Results-driven, empathetic, and leads by example.
Organisational Skills
Excellent prioritisation, multitasking, and time management abilities.
Skilled at managing sensitive, confidential information.
Technical & Industry Knowledge
Expertise in Service Management processes, relational databases, cloud technologies, SDLC, and Agile.
Solid grasp of accounting / finance principles and project delivery best practices.
Fluent in English for effective communication.
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