Head of Service Delivery

About Aptia

Aptia is a new force in the employee benefits and pensions administration services, on a mission to change the world of administration for the better.

In an underserved market, with huge potential for growth, Aptia serves 1,100 clients in the US and UK markets and will be supported by shared services in India and Portugal - helping more than seven million people live healthier and happier lives.

And we are expanding. Aptia Group is not only fuelled by our investors’ backing but also by our commitment to foster the growth and success of our people. At Aptia, we’re investing heavily in learning and development, paving unique career paths for our colleagues.

Specialist. Responsive. Thoughtful. These aren’t just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term.

If you want to join a sector that never stands still, in a company culture that is agile and that will invest in your career development, we could have your perfect next role.

Job requirements

The Service Delivery Manager is responsible for overseeing the delivery of IT services to clients, ensuring that services are delivered on time, within budget, and to the required quality standards. This role involves managing a team of IT professionals, coordinating with other departments, and maintaining strong relationships with clients.

What you’ll be doing:

• Service Management: Ensure that IT services are delivered in accordance with agreed service levels and manage any issues that arise.

• Team Leadership: Lead and manage a team of IT professionals, providing guidance and support to ensure high performance.

• Client Relationship Management: Build and maintain strong relationships with clients, understand their needs, and ensure their satisfaction with the services provided.

• Continuous Improvement: Identify opportunities for improving service delivery processes and implement changes to enhance efficiency and effectiveness.

• Reporting and Documentation: Prepare regular reports on service delivery performance and maintain accurate documentation of processes and procedures.

Specific Responsibilities for Aptia Boston US Office:

• Manage IT services for the Aptia Boston office, ensuring that all IT systems and services are running smoothly.

• Address any issues that arise promptly and effectively.

• Coordinate with other offices and departments to ensure seamless service delivery across the organization.

What we’re looking for:

• Bachelor’s degree in computer science, Information Technology, or a related field with a minimum of 10+ years of experience in IT service delivery, with a focus on application service delivery, end-user support, change, and major incident management.

• Proficiency in supporting business applications, networks, and general IT services.

• ITIL certification or equivalent is preferred.

• Excellent communication, problem-solving, and interpersonal skills.

• Proven experience in IT service management or a similar role.

• Strong leadership and team management skills.

• Excellent client relationship management skills.

• Ability to identify and implement process improvements.

•  Strong reporting and documentation skills.

• Experience with CRM systems and mobile applications.

• Familiarity with ITIL or other service management frameworks.

• Experience working in a multi-office environment

How to apply

If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation.

If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.