Service Delivery Manager

Summary

Join Aptitude as a Service Delivery Manager and become the ambassador for our Assure offering, ensuring seamless client onboarding and relationship management. You will be responsible for managing client expectations, meeting SLAs and KPIs, and acting as a trusted advisor. This crucial role involves resource allocation, team management, performance monitoring, and process improvement. You will also manage risk, maintain compliance, and stay updated on relevant industry knowledge. Success in this position requires strong client relationship skills, technical proficiency, and the ability to manage distributed teams.

Requirements

• 5 years of experience on the similar role
• 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 and commercial acumen
• Proficient in accounting and finance principles, relational databases (especially Oracle), and Unix/Linux operating systems
• Understanding of Agile principles

Responsibilities

• Onboard and transition clients smoothly from sales/project to delivery
• Proactively manage client relationships 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