IT Service Delivery Manager

SHAPE LIVING FOR THE BETTER
By creating desirable solutions and great experiences that enrich people's daily lives and the health of our planet, we want to be a driving force in enjoy deliveringable and sustainable living. We go to work every day determined to shape living for the better – for our customers and for the health of our planet.
For that, we employ great people from a wide variety of backgrounds – not just because it's the right thing to do, but also because we believe that diverse perspectives make our business stronger and more innovative. If you share our values, come find your place in our global community. Meet us on @lifeatelectrolux and career.electroluxgroup.com to learn more.
At Electrolux we have a greater purpose than launching the latest product or technology. We want to improve the everyday lives of millions in a sustainable way. But to keep doing so, we need more people who want to innovate and re-imagine what life at home can be.
We are now looking for an IT Service Delivery Manager - CX. You will be owning the service delivery responsibility of the consumer landscape and its ecosystem that comprises of several technologies in a distribute systems landscape made of SaaS, PaaS, On-Prem and AI platforms. Your primary accountability is to ensure stability of the live solutions, countries that use your solutions and the performance of the overall live landscape through service delivery execution managing multiple managed service contracts in a multi-vendor organization set-up.
This role is pivotal in providing highest availability, stability and reliability in the consumer landscape and executing in parallel the wider accelerated rollout and implementation of the consumer landscape across Europe as we scale the usage of our platforms across Europe. Working as part of the Technology and Delivery team, this role owns the day-to-day support operations; You will be working with stakeholders ranging from senior business and IT executives and to the end users that actually use your solutions.
The role will report to the Delivery Manager and will be based in Stockholm.
Your main activities and responsibilities:
Drive continuous improvement culture, Lean-Agile, and growth mindset.
Focus on developing stakeholder relations.
Lead the application support and service management processes to maintain the corresponding Infrastructure and Application Operations teams and other third-party teams to continually improve the hosting environment ensuring high standards for incident management, problem management, proactive maintenance, performance, availability, and security.
•Proven experience with CX metrics (e.g., Net Promoter Score - NPS) to measure user satisfaction.
Accountability for the quality of service and performance-oriented metrics, like KPIs, PIs, OKRs, and SLAs.
Drive internal and third-party service review meetings covering performance, service improvements, quality, roadmap, and operational processes.
Manage multiple managed service contracts and control software/platform providers in big and distributed teams. The position will be leading an organization made of service delivery leads, support leads, engineers, and QA analysts with around 50 people in total.
•Champion service and support in projects and develops a strong understanding of projects impacting your service area, ensuring service impact is minimized and agreed upon.
Deliver excellent presentation and visual support to ensure communication awareness and transparency.
•As a leader, you need strong teamwork skills and attention to detail, a positive mindset, dynamic, and self-motivation with a strong capability to lead others. You are curious to take on the various challenges further.
Actively work for diversity and inclusiveness.
Qualifications:
•You have 5+ years of experience in managing service delivery in the digital space and with the ability to modernize support and operations as we rapidly scale our consumer landscape with a growing number of users.
•Data-driven mindset to use data to improve decision making, create strategic plans and stimulate initiatives.
•Digital intelligence to foresee future demand from growth and projects to tailor these inputs into the capacity plans for all associated systems.
Balance between being User-centric and IT-centric with the ability to work under ambiguous situations.
•Strong experience as a form IT Infrastructure Analyst and/or Service/Portfolio management.
Foundation technical knowledge in IT Architectural principles and Cyber Security in a hybrid environment comprised of on-Premise, SaaS, PaaS.
•Strong experience in customer service, user satisfaction, end-to-end service mindset, project management, quality control skills, and a passion for service improvement.
•Understanding of high availability web-based systems, infrastructure operations, and application operations.
•Proven experience with the following collaboration tooling: Atlassian JIRA & Confluence, Service Now, Microsoft Office 365.
Education
Bachelor degree in Information Technology, MBA degree is a plus.
•Fluent English
Certified in Information Technology best practices (e.g.: ITIL)
Certified in Information Technology Governance (e.g.: COBIT)
Certified in Agile Methodology (e.g.: Product Owner; Scrum Master) is a plus
What we offer:
Electrolux offers an exciting and challenging job opportunity in an international environment, with a high degree of independence and entrepreneurship.
The Electrolux Group provides career opportunities within a global, fast moving, growing yet lean organization. This role will have several touch points within the company.
Who we are:
At Electrolux, we have a top management team who are passionate about gender diversity and diversity in general. It's integral to our Talent process, in how we grow talent. It's embedded in our initiatives and we have strong metrics to track this. But it's not just from the top. There is a network called Women at Electrolux operating in six major geographies that generates belief from the grassroots and keeps the topic top of mind. That combination is for us very powerful.
In terms of metrics, we have very clear targets. To get to the right rotation, the right successions, we have to take tangible steps. We push ourselves to find great talents male and female.
Find out more on:
https://www.linkedin.com/company/electrolux/life/sweden