Service Delivery Manager (Assure)

About Aptitude

Aptitude provides clients with post-go-live support through our Assure offering, ensuring seamless service delivery and maximizing the value derived from our solutions. We are committed to a "Client First" approach and foster a culture of growth and support for our employees.

What You Will Do

As the ambassador of our Assure offering, you will be responsible for ensuring seamless delivery according to contractual obligations. You will onboard clients, manage relationships with a "Client First" attitude, and serve as a trusted advisor and escalation point.

Key Responsibilities:

• Serve as the primary point of contact for customers with recurring services.
• Onboard and smoothly transition clients from sales/project phases to delivery.
• Lead value-creation projects aimed at increasing service usage.
• Proactively manage client relationships and expectations to ensure satisfaction.
• Identify critical success factors (CSFs) and ensure Key Performance Indicators (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.
• Maintain up-to-date knowledge and skills, align with company culture, and motivate the team.

What We Offer

We provide an environment that supports your expertise, life, and career, along with a competitive salary and commission. Benefits include:

• ShareSave scheme
• Private healthcare
• Income protection and group life insurance
• Pension Scheme
• Company Funded Health Cashplan
• Employee Assistance Programme
• Access to Private Dental Benefits
• Flexible / hybrid working options
• Enhanced Family Friendly Leave
• Bike 2 Work Scheme
• Employee Referral Bonus

Where You Will Be

• This role is based from our London office, supporting hybrid working.
• Requires occasional travel in-country and/or overseas.
• Hybrid working means employees come to the office 2 days per week, with Wednesdays being a collaborative office day and the other day being flexible.

Requirements

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