SMS Service Delivery Manager

Wroclaw, Poland

About Us

At Aptitude Software we provide software solutions that create a world of financial confidence.

We uniquely combine deep finance expertise and IP rich technology to enable finance professionals to run their global businesses, forecast decision outcomes and comply with complex regulations.

We are proud to have served the offices of finance for over 20 years, delivering financial control and insights to empower our clients achieve their strategies and ambitions. Aptitude Software supports businesses with combined revenues approaching $1 trillion and over 500 million end customers.

Headquartered in London, Aptitude Software is an operating company of Aptitude Software Group plc. ​

What you’ll do

The key responsibilities are:

  • Onboard assigned clients, manage & govern the delivery of solution management services for these clients as per contractual commitments
  • Proactively communicate with clients showing the “Client First” attitude
  • Ensure SLA’s are met and KPI’s drive performance & output
  • Identify critical success factors (CSF’s) and ensure KPI’s are aligned to fulfill them
  • Work closely with clients (at C-suite level) and internal stakeholders to make sure value from services is communicated – excellent report and presentation skills
  • Develop a trusted advisor relationship with clients
  • Allocate resources to assignments, ensuring high-quality results
  • Identify & implement improvements to processes, workflow, patterns of work activity (working smarter)
  • Foster synergies between SMS and other functions/departments to ensure a seamless service delivery
  • Monitor the day-day work of team so it is being conducted in adherence to internal guidance best practice
  • Ability to manage distributed global team members working across a variety of

What we’re looking for

The ideal candidate will have the following skills, attributes & experience:

  • Prior experience in managing services and/or teams
  • Project management experience
  • Experience in client-facing roles, relationship building
  • ITIL qualifications (i.e. ITIL Foundation/Intermediate v3 or v4)
  • Goal driven and result oriented
  • Fluent command of English in order to digest a variety of business contexts and cooperate with different levels of stakeholders
  • Supreme negotiation skills
  • High degree of empathy, active listening, ease of communication
  • Continual Service Improvement mindset critical thinker, challenger
  • Outstanding organizational/time management skills with the ability to multitask and prioritize assignments
  • Prior experience working in software products industry desired
  • Working experience with clients from the Banking, Insurance, Telecoms verticals nice to have
  • Understanding of Finance & Accounting concepts preferable


What you’ll get


  • Competitive Salary
  • Profit related bonus
  • Ability to purchase company shares on preferential terms
  • Private healthcare (for employee and family)
  • Life and disability insurance
  • Social Fund (multisport card, gift card for Christmas & Easter)
  • EAP24 support
  • English language lessons during working hours
  • Flexible working conditions
  • Work from home options
  • Social Committee activities
  • Wellness activities

How to apply

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

SMS Service Delivery Manager

Wroclaw, Poland

Apply now