At a Glance
- Tasks: Lead client relationships and ensure seamless service delivery with a focus on satisfaction.
- Company: Join Aptitude, a forward-thinking company that values collaboration and client success.
- Benefits: Enjoy flexible working, private healthcare, and a share scheme to invest in your future.
- Other info: Hybrid working model with opportunities for career growth and team collaboration.
- Why this job: Be the trusted advisor for clients and make a real impact on their success.
- Qualifications: 5 years in service delivery or project management with strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
As a Service Delivery Manager at Aptitude, you will be the ambassador of our Assure offering, which provides post go live support to clients, 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.
What you will do:
- 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.
What we offer:
- ShareSave scheme - ability to purchase company shares on preferential terms
- 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 for adoption, maternity and paternity
- Bike 2 Work Scheme
- Employee Referral Bonus
Where you will be:
This role is based from our London office, we support hybrid working. This role also requires occasional travel in-country and/or overseas. To us at Aptitude, hybrid working means that our employees come together for 2-days per week at their local office. It’s an opportunity for our teams to collaborate, solve problems together and to be engaged and involved in the wider community of our business. We ask employees to come into the office every Wednesday and give you the flexibility to choose your other day.
Qualifications:
- 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.
Service Delivery Manager employer: Aptitude Software
At Aptitude, we pride ourselves on being an exceptional employer that values our employees' growth and well-being. With a strong focus on a 'Client First' culture, we offer a supportive work environment in our London office, complemented by flexible hybrid working options that foster collaboration and community engagement. Our comprehensive benefits package, including private healthcare, a ShareSave scheme, and enhanced family-friendly leave, ensures that our team members feel valued and empowered to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aptitude Software. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aptitude Software before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aptitude Software:Your cover letter is your chance to shine! Tell us why you want to work at Aptitude Software specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aptitude Software!
How to prepare for a job interview at Aptitude Software
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
