What are the responsibilities and job description for the Service Delivery Manager position at Aptitude Software?
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 :
Ensure SLA / KPI adherence and align them with critical success factors (CSFs).
Allocate and oversee resources, manage distributed teams, and ensure adherence to best practices.
Build strong relationships with internal teams and clients to optimize service delivery.
Conduct planning, retrospectives, and performance reviews while identifying and implementing improvements.
Provide detailed internal reporting, manage risk, and maintain SOC compliance.
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
Are you the right candidate for this opportunity Make sure to read the full description below.
Skills and Behaviours :
Management & Problem Solving : ITIL-certified with strong organizational, critical thinking, and people management skills.
Client Service : Ability to simplify problems, deliver succinct feedback, and ensure high client satisfaction.
Communication : Proficient in English, with excellent report writing, presentation, negotiation, and active listening skills.
Flexibility : Adapts to change, prioritizes tasks effectively, and handles confidential information with discretion.
Technical Skills :
Knowledge of accounting / finance principles, relational databases (e.g., Oracle), Unix / Linux systems, and Agile methodologies.
Experience in service and project management.
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