SMS Senior Service Delivery Manager

Boston or US East Coast

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.

We have experienced incredible growth over the last few years and we are excited to further grow our team with smart, motivated, passionate people who share our three core values – being one think ahead, being the guru and being the difference. We are proud of the team we’re building, and believe diverse experiences and perspectives build stronger teams and better solutions.

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

What you'll do

Solution Management Services (‘SMS’) assist in sustaining the value of investment in our solutions for Aptitude Software’s clients and help them feel protected in that investment, ensuring that the solution continues to meet evolving client needs.

We are seeking an SMS Senior Service Delivery Manager (SDM), who will assume overall responsibility for the delivery of Aptitude’s Solution Management Services to assigned clients, according to contractual obligations. You will also be responsible for mentoring other SMS SDMs and helping to define the SDM governance best practices and processes; helping to shape out the function within Aptitude.  In addition to managing your specific clients, you should collaborate with all SDMs to strive for consistency of governance across all our SMS engagements as well as contribute to new SMS business development activity to help grow and evolve our service offerings.

You will onboard clients, ensuring a smooth transition from sales/project to delivery in line with our Service Delivery Framework, and then proactively manage the client relationship, displaying a “Client First” attitude at all times, being an escalation point for issues around SMS and a trusted advisor. The SMS Senior Service Delivery Manager is an ambassador of the Aptitude brand to the client.

The Senior SMS SDM contributes to the carve out of relevant metrics for specific client engagements, drives discussions around Critical Success Factors and their alignment with high level business needs. For that, the Senior SMS SDM cooperates with all involved parties at every stage of the lifecycle of an engagement. You will ensure that SLA’s and KPI’s for the service are met throughout the lifecycle of the engagement and are reviewed to ensure steady alignment with business goals and best practices in that area

You will be expected to highlight and ensure that the client realises the value derived from the service delivery. This includes appropriate preparations to prolong and extend existing engagements as well as exploring up-sell and cross-sell opportunities in cooperation with internal stakeholders.

You will allocate resources to service delivery and monitor the day-day work of the team, so that it is conducted in adherence to internal guidance & best practice. This will include assigning work for non-direct reports and managing distributed teams who potentially are working on a 24×7 shift pattern. In order to reach the highest quality of service, you will establish, drive nurture relationships with internal functions/departments.

Scheduled planning, retrospective and review meetings are platforms for you to interact with client stakeholders and present the value of the service and the performance of the team. In that context, you will be responsible for identifying and implementing improvements to processes, workflow and patterns of work activity (working smarter) and for providing extensive internal reporting on the service and team performance. This will include improvement proposals to streamline ways of operating and making sure available tools underpin processes. The SMS Senior SDM also coaches other SDMs in reporting best practices.

What we're looking for

The ideal candidate will have the following skills & experience:

  • A Service Management professional with ITIL qualification (at least v3 Foundation, preferably intermediate or expert levels)
  • An extensive track record performing effectively under pressure and working across multiple clients and product areas, with the ability to successfully manage internal and external expectations around resolution timeframes and maintain a high level of client satisfaction
  • Possesses a Continual Service Improvement mindset and strong critical thinking abilities
  • A good understanding of accounting and finance principles, ideally with exposure to the banking, insurance or telco sectors
  • Project management exposure; an understanding of Agile principles is beneficial
  • An understanding of relational databases, especially Oracle, would be useful as would knowledge of Unix/Linux operating systems and tools
  • Supreme negotiating skills, excellent communication and strong commercial acumen, with a high degree of empathy
  • Strong people management skills and ability to build relationships throughout the business at all levels as well as externally
  • Outstanding personal organisational and time management skills with the ability to multitask and prioritise assignments as well as coach others to do the same
  • Ability to provide succinct feedback and instructions internally and externally, even whilst under pressure
  • Able to take overall responsibility, whilst knowing when and to whom to escalate if necessary
  • Ability to simplify and summarise a problem and with good presentation and report writing skills
  • Happy to work remotely and manage distributed teams (including rotas) who potentially are working on a 24×7 shift pattern
  • Flexibility to adapt to rapid business change and prioritise the important, as well as the daily urgent.

How to apply

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

SMS Senior Service Delivery Manager

Boston or US East Coast

Apply now