Sr. Service Delivery Manager- Remote
Company: Aptitude Software, Inc.
Location: Boston
Posted on: September 16, 2021
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Job Description:
A London based Software Company is hiring a Senior Service
Delivery Manager to their North America- Client First team to sit
remote on the East Coast. This company offers SaaS solutions to
clients within the accounting and finance space. The software is
used to help forecast decisions, while complying with regulations
within the CFO suite.
The Senior Service Delivery Manager will be part of the Client
First division, a 40 person team supporting all customers post
implementation. About 30 members of the team are based in Poland,
while the N.A. team is growing quickly to keep up with the growth
in US based clients. As the Sr. SDM, you will be tasked with
onboarding clients, and creating a smooth transition from the
sales/professional services team to the SMS (Managed Services)
team, working with clients to identify KPIs to depict clear
visibility of the valued derived from the services, and managing
non-distributed teams offering 24/7 support. You will also play a
part in mentorship for the more junior SDMs, and help to define
best practices and shape out the growing department. This role will
be client facing, so having concise and clear communication skills,
and having white glove customer service while displaying empathy is
very important. Having a strong Project Management/Service Delivery
Management background will be crucial for success in this role, and
an ITIL v3 certification is preferred.
This fast growing team is an integral part of the companys overall
growth. They value retention, and having a strong Service Delivery
Manager will be the foundation of the customers experience post
implementation. This role is 100% remote, but EST hours are
strongly preferred.
-Experience in an SDM capacity managing enterprise SaaS
projects
-Familiarity of accounting and finance principles, ideally with
exposure to the banking, insurance or telco sectors
-ITIL Certification
-Understanding of relational databases (Oracle preferred)
-6+ years of professional experience in a Project Management/
Service Delivery Management capacity managing ongoing software
delivery projects.
-Understanding and proven experience prioritizing based on
SLAs/KPIs
-Clear and concise communication, presentation, and writing
skills
-Ability to successfully manage internal and external expectations
around resolution timeframes and maintain a high level of client
satisfaction
-Mentorship/ Team Lead experience
Keywords: Aptitude Software, Inc., Boston , Sr. Service Delivery Manager- Remote, Other , Boston, Massachusetts
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