Service Delivery Manager - Consumer Solutions

By creating desirable solutions and great experiences that enrich people’s daily lives and the health of our planet, we want to be a driving force in delivering enjoyable and sustainable living. At Electrolux, we shape living for the better.
For us going to work everyday has an even greater purpose than putting the latest product or technology on the market. It’s about improving the everyday lives of millions. By staying humble and open for new ideas – we can push the boundaries for cooking, cleaning and wellbeing at home. But to keep doing so, we need more people who want to innovate and re-imagine what life at home can be.
For that, we employ great people from a wide variety of backgrounds – not just because it’s the right thing to do, but also because we believe that diverse perspectives make our business stronger and more innovative. If you share our values, come find your place in our global community. Meet us on @lifeatelectrolux and career.electroluxgroup.com to learn more.
We are now looking for an IT Service Delivery Manager – Consumer Solutions. 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 SaaS, PaaS, On-Prem and AI platforms. 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 everyday.
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 Technology and Delivery 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 Technology and Delivery Manager and will be based in Stockholm.


A TYPICAL DAY
· Working within service management processes, ITIL, IT Architectural principles and applications support in a hybrid environment comprised of on-Premise, SaaS, PaaS
· Managing multiple managed service contracts and managing software/ platform providers
· Managing large distributed teams as the position will be leading an organization made of service delivery leads, support leads, engineers and QA analysts with around 50 people in total
· Be owner of the escalation process you will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
· Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
· Driving internal and third-party service review meetings covering performance, service improvements, quality and processes.
· Delivery of excellent presentation and visual support to ensure communication awareness and transparency.
· Lead the corresponding Infrastructure and Application Operations teams to continually improve the hosting environment ensuring high standards for proactive maintenance, ecosystem performance and security.
· Drive the Infrastructure Operations, Application Operations, Application Development and any other third-party teams to ensure speed and efficiency in incident resolution.
WHO YOU ARE
- You are a strong leader with passion for people
- You are dynamic and motivated
- You have excellent interpersonal and communication skills with a proven ability to work with all organizational levels
- You are a champion of service and support in projects
- You have a great way of impacting your service area
- You are a relationship builder working great in team but also independent
- You have a willingness to challenge to better understand the needs of the business
- You have the ability to influence others
- You are structured with the ability to manage multiple tasks in parallel
EDUCATION & EXPERIENCE
• 5+ years of experience in managing service delivery in the digital space and have the ability to modernize support and operations as we rapidly scale our consumer landscape with growing number of users.
• Strong experience in customer service, project management, quality control skills and a passion for service improvement.
• Excellent understanding of high availability web-based systems, infrastructure operations and application
Required Languages: Fluent English
Benefits
Electrolux is a global employer with a platform for developing talent. Electrolux employs 55 million employees globally and there are many opportunities for those seeking career progression.
The role is Full time with variable shift patterns (inclusive of weekend and evening hours) based on a 37.5 hour week which the recruitment team will be happy to discuss with you.
Electrolux is a leading global appliance company that has shaped living for the better for more than 100 years. We reinvent taste, care, and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through our solutions and operations. Under our brands, including Electrolux, AEG, and Frigidaire, we sell approximately 60 million household products in approximately 120 markets every year. In 2019 Electrolux had sales of SEK 119 billion and employed 49,000 people around the world.