Service Delivery Manager

City Network is one of the leading European providers of IT infrastructure services based on Open Source. Our company provides public, compliant, private and hybrid cloud solutions based on OpenStack and has data centers around the world.
We are a fast-growing company and European leader in infrastructure as a service. We love having fun and working hard. We live to get that smile on our customers face when we solve a problem or simply provide something better than expected - That’s in fact why we go to work the next day.
City Network is part of Iver, meaning that we have more than 1400 colleagues to support us in reaching our goals of becoming the primary European IaaS alternative.
What's this gig about?
We are looking for a detail-oriented and structured person obsessed with customer satisfaction to join our team. Our mission is to have the most satisfied and cloud native customers. As a Service Delivery Manager, you are engaged with customers in providing visibility, service reviews & reporting through all phases of the customer journey. You will work hand-in-hand with customer stakeholders on opportunities to improve our service and delivery. If you succeed in this role, there are good career opportunities within City Network and Iver Group.
What will I be working on?
You will own, manage and communicate the operational relationship with our most important customers.
You will ensure that our customers get a world-class experience when using City Cloud infrastructure and its services at its full potential."
You will manage key client projects by communicating effectively with customer team members, customer operations and project stakeholders on status, issues, risks, project goals and objectives.
Lead internal and client meetings with thorough documentation and rigorous follow-up.
Manage client and project documentation, communications, operational meetings and required follow-ups.
Track metrics around infrastructure performance and service requests.
Collect and analyse customers feedback and present internally.
Together with our customers ,develop and improve ways of working with customer satisfaction.

What should I bring?
You should have experience and a clear understanding of the process of ensuring delivery of infrastructure services in a modern, agile way.
Obsession with customer operational goals and service level commitments.
3+ years of experience in a Services Delivery role (or similar capacity) dealing with complex, technical implementation projects.
Fluency in Swedish and English. We document everything - this is important to us.
ITIL fluency

Everything else — everything that follows — is a bonus.
Experience with cloud infrastructure solutions and preferably familiarity with the OpenStack platform.
Strong organisational skills, ability to work independently and manage multiple projects simultaneously.
Experience in client support and advisory technical role (Solution architect, system administrator, technical account manager or equivalent).
High level of work ethics.

Educational background: Our selection process will consider prior experience and proven skills equal to a Master's degree.
Technical Certifications in Cloud technology and Agile methodologies are beneficial.
Who would be my direct manager?
Mikael Nerde , Domain Lead - Customer Success and Implementation
How's work at City Network?
We're growing pretty quickly at this stage - in customers, revenue and headcount. We have recently been acquired by Iver but continue to operate as a separate unit under the Iver umbrella. That said, we're also solidly profitable. The company has existed for more than 15 years. This is all a good position to be in.
As a company, we strive to improve and perfect the structure of how we collaborate and communicate. Still, we're not quite where we want to be in that regard. We have to set a pretty high bar here for ourselves, given that our role in the market comes with a great deal of responsibility. So, we are actively looking for people who come with an open mindset and an eagerness to help us all get better.
Suppose you have specific technical expertise on an issue that another team of colleagues is working on. In that case, you should expect to be asked to contribute your knowledge to solve the problem — just as you will expect to get that same support from them, when you have an issue of your own to resolve.
City Network has signed a Collective Bargaining Agreement for the Swedish entity and is part of Iver AB.
I'm interested. What's next?
We'd like to hear from you! And we have a few additional questions we would like to ask you. You'll be able to apply for this position until 15th Nov 2021 . We will start reviewing and inviting applications right away, so make sure you get yours in early.
Type of Employment : Full time position
Location : Europe (Flexibility to work from home) or Remote
Start date : Immediate/ at your earliest convenience
Ready to go? Then please click the "Are you our new colleague" Job button below.
Additional information
Remote status - Flexible remote