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Sr. Service Delivery Manager- Remote

Company: Aptitude Software, Inc.
Location: Boston
Posted on: September 16, 2021

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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