Service Delivery Management

Do you always deliver what you’ve promised? So do we!
At the heart of every great technology solution is great management, always making sure that the project delivers what it set out to do and matches expectations. A Service Delivery Manager is responsible for the operation, maintenance and support of the deployed IT Service and its Service Offerings. Leads day to day activities to support and ensure quality of an IT Service and its offerings according to agreed SLA’s (Service Level Agreement). 


About you:
You believe that teamwork is the key to delivering successful projects and on a day-to-day basis you always strive to do your best! We believe everyone matters and it is important for us that we deliver as a team. 


Day-to-day, you will:
Responsible for day to day operations, maintenance and support of a deployed IT Service and its offerings 
Planning and execution of operational activities for the operation of the deployed IT Service and its offerings including the coordination of the supply of the components making up the IT Service and its offerings 
Lead and coach the team towards objectives 
Drive IT Service improvements based on the results of the measurements 
Manage operational IT Service and its offerings escalations 
Ensure that appropriate frameworks are used and improved (models, methods, tools, processes, templates etc
Participate and support negotiations of appropriate SLAs, OLAs and Contracts 
Serve as a subject matter expert for the overall IT Service and its offerings 
Participate in Change Approval Boards (CAB’s) to review proposed IT Service and its offerings changes.



Your background and skills include:
Day to day activities to operate the IT service 
Certified within ITIL
Tactical Maintenance planning and implementation 
Maintenance establishment 
Underpinning contracts and supplier service levels 
Lifecycle Management 
Technical knowledge within cloud based solutions, public facing web and connected services
Understands the daily operations required to deliver the IT Service 
Understand the technical composition of the IT Service 
Understands the dependencies between supporting services and components 
Ability to take lead in incident and problem management related to the IT Service 
Has a structured way of working and documenting 
Ability to plan for and follow up agreements with suppliers 
Understands and follows security manual and processes 
Works naturally with continuous improvements 
Understand how to work pro-actively to minimize business risk related to the IT Service 
Experience from working in agile projects and project delivery methodology
Previous experience as a Team Lead or demonstrable experience in leading virtual teams
Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
Scrum certificate is a plus
Great communication skills in both Swedish and English.



You will probably have a Bachelor’s degree in Business or a technology-related field, and we’d really like it if you are a Project Management Institute certified Project Management Professional. You’re likely to have at least five years of experience in managing teams, as well as large-scale and complex programs and Projects.