Service Delivery Manager

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:

• 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.

We’ll also offer you a competitive salary plus bonus, as well as the following benefits: 

• Superannuation 

• Private Healthcare 

• Employee Assistance Program

• 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.

Where you’ll be:

• Whilst this role is based from our Sydney office, we support hybrid working