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:

• 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.

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 plus profit-related bonus scheme, as well as the following benefits:

• Private healthcare

• Superannuation

• Carers Leave and enhanced family friendly leave for adoption, maternity and paternity

• Flexible working conditions and hybrid work model

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

• 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, customer service mindset, and commercial acumen.

• Understanding of Agile principles.