Service Delivery Manager

We are currently looking for an experienced and forward-thinking Service Delivery Manager to ensure efficient delivery of IT services, and maintain service quality and customer satisfaction through process optimization and team coordination. You must have strong business understanding and be able to interact with customers at a strategic, tactical and operational level.

Does this sound exciting?

About the role

In the role of Service Delivery Manager, you will report to the Head of Service Delivery, and be part of a team with broad and varied expertise and experience. We are the link between the customer and the delivery organization in Cepheo. From an external perspective, this role works closely with the sales, Customer Success and delivery teams with the goal of advancing the customer's service capability. From an internal perspective, the Service Delivery Manager acts as a customer advocate for the delivery organization, ensuring that customer needs and expectations are understood and correctly translated into operational parameters.

This role is also expected to have a high level of knowledge and experience to act as an advisor. As an advisor, you will, among other things, recommend improvements to operational activities that will increase the robustness and reliability of the service.

Who are we looking for?

Your mindset is to create value. To succeed in this role, we are looking for someone with solid experience in management, preferably as a Service Delivery Manager or a similar role, with experience in the ERP area. As a Service Delivery Manager, it is important that you are process-driven, structured, analytical and have problem-solving skills. You also have crisis management skills, strong presentation skills, good relationship-building qualities, and it comes naturally to you to be self-driven and disciplined.

You enjoy working with the customer's management and see that your decisions help the customer, their users, and ensure their optimal utilization of their IT investments. Your good business understanding and ability to identify customer needs will be crucial to delivering solutions that create value for our customers.

Tasks and responsibilities

• Proactively ensure the execution of the management
• Support the organization in delivering the service strategy and vision
• Ensure that management is incorporated into a management model at strategic, tactical and operational levels
• Maintain good knowledge and understanding of current methods, technologies, services and tools
• Responsible for maintaining a positive relationship with customers, identifying customer needs and ensuring that the service provider is able to meet those needs with an appropriate catalog of services
• Ensure that the necessary level of service management is in place to support the required service deliveries and support requirements
• Investigate and report all violations of SLAs and OLAs and Service Management processes, and manage the proposal and implementation of solutions to prevent future incidents
• Ensure that relevant reporting to support service level monitoring is in place
• Effective monitoring, control and reporting to ensure service delivery is achieved to agreed levels of customer satisfaction
• Build good relationships internally and externally to build an understanding of customer requirements and business drivers
• Prepare status reports for clients by working with various internal and external teams

Desired qualifications / experience

• Knowledge of a very broad range of IT systems
• Broad experience with customer and supplier relations
• Bachelor's degree in Computer Science, Information Technology or related field or equivalent experience preferred as minimum work experience
• Experience from a Service Delivery function or IT management (CIO, program manager, PM)
• Solid experience in managing customers and internal teams
• Certification in ITIL Expert, Scrum or other agile methodologies is desirable, but not required

Did this sound exciting?

If you are a passionate Service Delivery Manager and want to join a leading company operating across the Nordic countries, we look forward to hearing from you.

Please contact Sissel Strand via sissel.strand@cepheo.com if you would like to know more about the position.