IT Service Delivery Manager

Give life to your ideas. Decode the future.
At Electrolux, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and perspectives so that together, we can develop solutions that deliver enjoyable and sustainable living.
Come and join us as you are as we believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.
Come join us in our exciting quest to build the future home.
All about the role:
We are now looking for a Support IT Service Delivery Manager. 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 Brand Websites, SaaS, PaaS, etc. 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.
In this role you will be responsible to provide stable solutions to millions of consumers and thousands of our internal users that interact with our consumers every day.
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 Consumer Solutions Support 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.
What you'll do:
· Drive continuous improvement culture, Lean-Agile, and growth mindset.
· 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 10 people in total.
· 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.
Who you are:
· 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 Consumer-centric and IT-centric with the ability to work under ambiguous situations.
· 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.
· Bachelor degree in Information Technology, MBA degree is a plus.
· Certified in Information Technology best practices (e.g.: ITIL)
· Certified in Agile Methodology (e.g.: Product Owner; Scrum Master) is a plus
Where you'll be:
This position is based in the HQ - Sweden, Stockholm
Benefit highlights:
· Flexibility of work hours;
· Discounts on Electrolux products and services;
· Access to the gym, sports hall and spinning room in the office, including group training;
· Life insurance policy.
As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.
Find more on:
Stockholm HQ: https://www.linkedin.com/company/electrolux/life/sweden