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Service Delivery and Management Expert

1 week ago

Sydney, New South Wales, Australia Aptitude Software Full time

**Job Description:**

We are looking for a skilled Service Delivery Manager to join our team at Aptitude Software.

As a Service Delivery Manager, you will be responsible for 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.

**Responsibilities:

  • Onboarding and transitioning clients from sales/project to delivery.
  • Managing client relationships and ensuring client satisfaction.
  • Identifying critical success factors (CSFs) and ensuring KPIs support them.
  • Allocating resources and managing distributed teams, including 24/7 operations.
  • Monitoring team performance and adherence to best practices.
  • Conducting planning, retrospective, and review meetings with clients.
  • Implementing process improvements and providing internal reporting.
  • Managing risk and ensuring compliance with SOC standards.
  • Staying updated with relevant knowledge and skills, aligning with company culture, and motivating the team.

**Requirements:

  • 5 years of experience in a similar role.
  • ITIL qualification (at least v3 Foundation).
  • 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 and commercial acumen.
  • Proficient in accounting and finance principles, relational databases (especially Oracle), and Unix/Linux operating systems.
  • Understanding of Agile principles.