Service delivery manager

Vattenfall is a European energy company with approximately 20.000 employees. For more than 100 years we have electrified industries, supplied energy to people’s homes and modernized our way of living through innovation and cooperation. We now want to make fossil-free living possible within one generation.
Vattenfall IT is the internal provider of IT infrastructure services for the entire Vattenfall Group.
Within IT Infrastructure, Client Services is responsible for end user support and workplace services to all Vattenfall employees, delivered by either internal staff or external suppliers. In this position you will be working within the Vattenfall IT organization based in Netherlands, Germany, Sweden and Poland.
At this moment we are looking for a Service Delivery Manager for the competence areas Client System Software Solutions and Desktop Applications within IT Infrastructure. The internal name of this role is Competence Area Representative (in short CAR) for CA19 and CA20
Job Description
The competence areas Client System Software Solutions and Desktop Applications consist of the full scope of requests from initiation to delivery, both within our own organization as well as through our external suppliers. The CAR is end-to-end responsible for all activities and procedures within the competence area, from creating the roadmap and conducting continues improvement cycles for their service modules to securing the delivery of the service connected to their products from our internal and external suppliers. To achieve this, the CAR is working closely with a Solution Architect.
Furthermore the CAR is responsible for managing and adhering to the allocated budget, ensuring compliancy towards the ISMS 1042 security standard in all policies and procedures as well as functionally steering the internal and external providers as contract manager on an operational / tactical level.
As Competence Area Representative (CAR) your main responsibilities are:
Manage and measure your suppliers and 3rd party vendors via governance and SLA’s;
Define and manage the deliveries and costs for your competence area –short and long term– through life-cycle management, capacity and performance planning as well as invoice handling;
Monitor and follow up on the daily operations within your competence area using ITIL processes wherever applicable and create and maintain your competence area roadmap;
Regular service level reviews and strategy meetings with stakeholders as well as escalation management when required;
Optimization of economic goals, continuous implementation of measures to increase efficiency of your competence area;
Working closely with service managers on service improvements and optimizing delivery for new services. Self-audit your deliveries in order to be compliant to ISO 27001 and mitigate the found incompliances.



Next to these daily activities, you will contribute to projects, tenders and contract renewals related to your competence area as subject matter expert or (delegated) contract owner.
Qualifications and personal characteristics
Among your personal qualifications you have an internal capacity to move things forward, are easy to cooperate with and have good communication skills. Besides that, you are strong in process management and have a helicopter view.
Furthermore you recognize yourself in the following profile:
Experience in shaping, delivering and improving service design, transition and delivery;
Experience in working in a matrix organization working with 3rd party suppliers;
Experience in the full technology service lifecycle along with strong financial management;
Experience in service delivery and contract management;
Experience in project management with strong service level and stakeholder focus;
Knowledge about software lifecycle management;
Knowledge about IT Risk Management and IT Security standards;
Fluent in English, written and spoken, effective communicator with conflict/problem resolution skills;
Having ITIL Service Management certification is a plus;
Having knowledge with self-service solutions and CRM Remedy is a plus.

Additional Information
We offer you:
A challenging and independent job in an informal, dynamic working environment. You can play a part in shaping the future of a company where the only constant is change. Besides being a challenging and inspiring place to work, we value a great work atmosphere both from our office buildings as well as from your home office.
We offer good remuneration, attractive employment conditions and opportunities for personal and professional growth.
Process and time line
We welcome your application in English, including CV and cover letter as soon as possible. Applications will be handled continuously throughout the application period which ends on 27th March 2023.


Trade Union representatives in Sweden via Vattenfall´s switchboard +46 8 739 50 00 Sofi Wadström (Akademikerna), Inger Strandberg (Unionen), Christer Gustafsson (Ledarna), Lennart Bengtsson (SEKO).
As Vattenfall is part of the Swedish critical infrastructure many of our positions are security classed. If this position is security classed the final candidates can be subject to a security vetting process, according to the Swedish legislation.
More Information
For information about the recruitment process please contact Valentijn Berkien, Recruiter: valentijn.berkien@vattenfall.com
For more information about the position please contact Paul Voorbij, Hiring manager: paul.voorbij@vattenfall.com
At Vattenfall, we are convinced that striving for diversity helps building a more profitable efficient and attractive company. Therefore we seek a harmonious balance of employees in terms of gender, age, and ethnic and cultural backgrounds.