Service Delivery Manager

At Aptitude, we’re on a mission to change the way the world’s leading enterprises understand and grow their businesses. Our industry-leading finance data platform, Fynapse, helps organizations streamline their operations, unlock trusted insights and accelerate growth.

We’re proud to be building a global team of passionate and ambitious people who love solving complex challenges and making an impact. We celebrate diverse perspectives and believe that our differences make us stronger, smarter and more creative.

With our headquarters in London and offices in seven locations worldwide, we’re proud to partner with clients across four continents. Wherever you join us, you’ll be part of a global community shaping the next generation of finance technology.

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:

401(k) retirement plan with matching

Competitive vacation and paid time off

Healthcare benefits – medical insurance, dental insurance and vision plans

Pre-tax saving accounts

Life and Disability Insurance

Share Save scheme (ability to purchase company shares on preferential terms)

Flexible working conditions and hybrid work model

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.

Please click on the ‘Apply now’ button below, including your CV/resume and any other relevant information that will help us get to know you better.

If you’re interested in working at Aptitude, but don’t feel you meet every single requirement of the role, we’d still like to hear from you! A diverse workforce is an essential part of our culture, and we’re dedicated to ensuring that our staff can show up as their authentic self – safe in the knowledge that their differences will be embraced and respected by all.

We’re strong advocates of supporting applicants from a wide variety of backgrounds which include different ages, genders, ethnicities, physical abilities and sexual orientation, and we work hard to build the confidence of our workforce through inclusivity, equity and ongoing training. So, if you’re excited about this role but your past experience doesn’t align perfectly with every requirement, we’d encourage you to apply anyway.

You might be just the candidate we’ve been looking for, whether it’s for this role or another.