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 responsible for a number of our (Key) Accounts in Sweden and work closely with the team engaging in this customer. You will develop into a challenging position where you guide the customer to 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.
This position is based in Sundsvall.

Key Responsibilities
Maintaining positive relationships with customers through continuous dialogue 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
Point of management escalation and contact internally and externally for service delivery issues
Proposes 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
Stay abreast of new technologies and their ability to provide a competitive edge to assigned systems


Who are you?
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.
Requirement for the position:
Previous experience within Service Management and/or Project Management
Fluently in both English and Swedish because of customer requirements
Swedish Citizenship because of security classification (customer requirements)
Open for commuting to the customers occasionally

The following qualities are highly valued:
Good understanding of ITIL and similar IT Service Management frameworks
Good conceptual understanding of the typical enterprise customer security and network solutions and services
People skills with a team spirit – we work together to find the best solution
You enjoy building long term customer relations, understand the customers’ needs and establish realistic expectations
You have an in-depth feel for making sure achieve win-win opportunities for customers and own organization
Appreciate and curious working in a company with the core values; humble commitment, innovation, respect, simplicity and trust


How to apply
Apply for the position through this job ad. If you have any further questions please contact responsible recruiter: fanny.westergren@orangecyberdefense.com.