Working at Adaptavist

The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.

We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, Monday.com and Aha!

We make change happen. From anywhere.

Our flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.

Adaptavist’s mission is to help organisations embrace the right tools, processes, and culture to make transformation their competitive advantage. And it all starts with you.

Working at Adaptavist is unlike any other job you’ve ever had. We trust you from day one. We encourage curiosity. We champion diversity. We’re never afraid to try something new.

Our flexible, remote-first way of working means that you can now fit work around your life, instead of trying to fit your life around work. You can even take as many holidays as you want. Yes, really!

As part of The Adaptavist Group, we make up a family of brands that combine people, processes, and technology to make businesses better. Offering trusted consultancy, app development, training, hosting, and licensing, we believe our unique and open culture underpins our status as the go-to partner of choice within the Atlassian Ecosystem.

Some of our global benefits include:

- Unlimited Holiday

- Pension matching up to 5%

- Employee assistance programme

- Udemy Online Learning

- Volunteer Days

- Flexible working hours

- Enhanced Maternity and Paternity Leave

- Season ticket loan

- Eye Care Vouchers

- Life Assurance

- Income Protection Scheme

- Private Medical with Bupa

- Bring your dog to work

- Adaptavist Rewards

About the role

The role of the Service Delivery Manager is to maintain and nurture relationships with existing customers, to retain and increase their satisfaction with the Adaptavist Managed Services portfolio of offerings. The position will manage a range of Managed Service (MS) clients of varying importance through activities such as; supporting MS sales activities, excellent service delivery execution, reporting and client onboarding. The SDM ensures profitability of the services delivered and oversees the planning and execution of technology operational changes, support and maintenance to meet contractual needs and handle Incident Management.

Using ITIL practises, the SDM will be the day-to-day representative of the MS team, interacting frequently with the client to ensure requirements are understood and expectations are met, acting as a customer champion within our technical team, and ensuring technical concerns and opportunities are understood by the client. In addition to being the key point of contact between their Managed Services clients externally, the SDM will be responsible for working directly with the Managed Services team. They will also collaborate closely with Account Managers, Customer Success Advocates, Project Managers, Commercial Operations, Finance and Sales to ensure the customer has an unparalleled customer experience.

What you'll be doing

Leads regular client reviews to discuss technical and commercial issues

Acts as the primary point of contact on key accounts for issues, escalations, questions and requests and coordinates with appropriate internal and external stakeholders accordingly

Builds rapport and relationships with account influencers in their portfolio through a variety of social engagements where identified and required

Ensures Service Level and Operational Level Agreements are managed and met, and leads potential dispute resolution around Service Level Agreements between Adaptavist and the client

Conducts value add monthly/quarterly business reviews with customers to ensure key account retention and customer satisfaction

Work with Account Management/Sales to aid in the development of customer account plans

Carries out Client Service Management, reporting on monthly activities, SLA adherence, ticket activity trends etc.

Manages the commercial and financial aspects of the service contracts and Service Level Agreements, in order to fulfill monthly accrual revenue and margin data for C-level executives

Internal Service Management, reporting on the profitability of services

Works closely with both the Sales/Account Manager opportunity owner and the MS Team Leads in the pre-sales process to successfully qualify, scope and propose optimal solutions for prospective MS customers

Defines and negotiates Service Level Agreements

Conducts gap analysis and identifies opportunities for upsell/service improvement and revenue growth for existing MS customers

Acts as an advocate for external and internal clients, potential partners and industry players

What we're looking for

Experience in a comparable service delivery management role

Fluent in French, written and spoken

Previous exposure to ITIL frameworks

Skilled in building rapport, client trust, and developing long-term relationships

Ability to work seamlessly in a team-oriented environment

Ability to handle a variety of tasks independently and efficiently

Proactive, persuasive, energetic personality

Intelligent, with a focus on finishing tasks

Detail oriented and clear communicator with superior organisation skills

Strong communication skills and confident with working with stakeholders at all levels

Experience in incident, problem and change management

A general understanding of the pre-sales process in a services context

Working experience with business development teams on proposals and pitches

A few nice to haves

Knowledge and or experience of various IT digital transformation themes: Cloud, ITIL, Agile, DevOps, Work Management

Knowledgeable in a wide variety of ecosystems including Atlassian, Gitlab and monday.com

Experience of contributing to Client-facing Service Reviews and other workshop activities

Additional Information

At Adaptavist, we are committed to promoting a diverse and inclusive community, and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status. From our family-friendly policies to our flexible work environment we offer a range of benefits and policies in order to support staff from all different backgrounds. If you have any questions, please do ask us.

Check out our WORK180 page

Check out our Flexa page

We look forward to your application!

Adaptavist

Service Delivery Manager - French Speaking