Service Delivery Manager

Service Delivery Manager

As a Service Delivery Manager at Orange Cyberdefense you are responsible for maintaining strong customer relationships and improving our services to maintain high customer satisfaction. You will be the SDM responsible for one of our Key Account in Sweden and work closely with the team engaging in this customer. You will develop in a challenging position where you guide the customer for a safer business as a trusted advisor.

In this position you will both enable and drive a proactive business-level dialogue and a performance management approach that is focused on maintaining a service culture and delivering value.You will engage with the customer to plan, monitor and implement solutions in collaboration with our delivery teams and vendors. It is important for you to understand the customers business, assist in the prioritization of projects and ensure that projects align with the customer IT strategy.



Key Responsibilities

- Maintaining positive relationships with customers by having regular meetings with purpose to identify customer needs and overseeing service delivery within the company context

- Works across technical and business teams to achieve results, and to ensure the right quality of work is achieved

- Liaises with customers on Service Level Agreements (SLA’s)

- Point of management escalation and contact internally and externally for service delivery issues

- Ensures that operational methods and procedures are documented, maintained, and reviewed regularly to maintain effectiveness

- Proposes service improvements based on customer feedback and own findings

- Ensuring customers’ priorities for new or changed products and services

- Maintain an awareness of current and proposed technology challenges and concerns within the IT security industry and recommend potential solutions to meet expectations and forecasted requirements

- Look for opportunities to leverage technology to achieve customer business unit objectives

- Stay abreast of new technologies and their ability to provide a competitive edge to assigned systems



Who you are?

We believe you have a strong operational experience in managing the delivery of services and support for demanding enterprise customers. You are passionate and enthusiastic for the customers and their needs. You should have a good technical understanding and base level of technical awareness and it is meritorious if you have previous experience of working in a security focused business.



The following qualities are highly valued:

- People skills with a team spirit - we work together to find the best solution
- Good communications- and presentations skills in professional environment for both customers, vendors, 3rd parties and senior managers
- You are able to build long term customer relations, understand the customers’ needs and establish realistic expectations
- You are flexible as a person and got the ability to work under pressure
- You have a feel for business, making sure to identify potential win-win opportunities for customers and own organization
- Soft skills matching our core values; humble commitment, innovation, respect, simplicity and trust




The following technical skills are preferable:

- Good conceptual understanding of network and security technologies

- Good understanding of ITIL and similar IT Service Management frameworks

- Good conceptual understanding of the typical enterprise customer security and network solutions

- Familiarity with the major vendors in network security

- Understanding and experience of reporting tools



Why us?

- Opportunity to work with market leading technology in combination with some of the industry’s most talented experts


- Flexible work environment


- We will provide you with opportunities of development, both within your professional role but also the opportunity to develop within the organization where only your ambitions set the limit!


- A challenger culture that encourages you to be self-driven and curios




The story of Orange Cyberdefense

Orange Cyberdefense is Sweden’s leading company in cyber security. Our vision is to contribute to a safer digital society by fighting different kinds of cybercrimes. We have about 2500 employees worldwide and 370 in Sweden. We offer our customers services within Anticipate, Identity, Protect, Detect and Respond.

At Orange Cyberdefense, we are all different but with the same passion, and that is our greatest strength. We are proud of our individual differences, experiences and histories and are convinced that we must include everyone to offer solutions that protect everyone. That is why we always make sure to treat all applications equally.

How to join us?

Join us by sending your application through our application form. The selection is ongoing and the position can be filled before the last application date. If you have any questions, please contact responsible recruiter Fanny Westergren (fanny.westergren@orangecyberdefense.com).