Technology Support Manager

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 Technology Support Manager plays a crucial role in ensuring that IT services are delivered efficiently and effectively to meet the needs of an organization. At Aptia we need to ensure Digital & Technology Service Delivery is providing world class support to our internal and external clients. Looking for a hands-on lead who can perform end to end service delivery working with team in the matrix organization.

What you'll be doing:

Service Management: Oversee the delivery of IT services, ensuring they meet the required service levels and quality standards.

• Governance on IT service delivery with key stakeholders in US.
• Develop and maintain relationships with local US vendors (Telecom, Infrastructure, Printers etc.) to ensure that the service levels are aligned
• Vendor and license management
• DR test scheduling and successful execution

Customer Relationship Management: Develop and maintain strong relationships with internal and external customers to understand their needs and ensure satisfaction.

• Tech point of contact for internal and external customers
• Point of contact for business leads for clients.
• Monthly service review owner and executer of actions

Incident, Problem and Change Management: Manage and resolve service-related issues, ensuring minimal disruption to business operations.

• Manage P1 incidents by running the bridge, getting resolver teams together to work on solving the issue
• Identify recurring issues and work towards increasing availability
• Problem record owner, tracking and closing the actions
• Ensure all changes are approved and signed of before they are moved to production
• Ensure testing of changes in production during the change window

Process Improvement: Identify opportunities for improving service delivery processes and implement best practices.

• Product and Technology owner for 3rd party SaaS services for US
• Management of all application onboarded on Whitehat platform and ensure successful integrations

Compliance: Ensure all IT services comply with relevant regulations and standards.

• Audits preparations, participation and successful completion
• Admin / Service accounts management and ownership
• Exception management
• Security vulnerability management and compliance

What we're looking for:

• A bachelor's degree in IT, Computer Science, Business Management, or a related field. A master's degree or relevant certifications (e.g., ITIL, PMP) can be advantageous.
• Several years of experience in end-to-end IT service delivery and program management
• Strong leadership, communication, and interpersonal skills. Proficiency in IT service management tools and methodologies.
• Hands-on individual with a good understanding of AWS and Azure cloud setup.
• Should have worked on deploying and managing application in on-prem data centers.
• Excellent knowledge of IT infrastructure, networking, and security concepts.
• Leadership: Ability to lead and motivate a team, manage conflicts, and drive performance.
• Problem-Solving: Strong analytical and problem-solving skills to address service delivery issues.
• Communication: Excellent verbal and written communication skills to interact with technical and non-technical stakeholders.
• Customer Focus: Commitment to delivering high-quality services and ensuring customer satisfaction

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.