Position: Service Delivery Manager (with Swedish language)
Company: Infopulse
Category: Other
Experience required: 1y
English level: upper

Areas of Responsibility

Organize and follow up the delivery to the customer under the agreement.
Coordinate and manage operational processes within the delivery in order to ensure SLA and customer satisfaction
Participate and lead projects that affect customer for which SDM is responsible.
Follow up on customer satisfaction on a regular basis and drive work with gradually increased customer satisfaction.
Correct billing
Manage customer and service penalty discussions with the customer and service-owner
Conduct customer care activities on an ongoing basis (lunch/dinner/events/etc)
Identify growth of sales and develop the deal according to the economic targets for revenue and profitability.
Manage, control and follow up the cooperation under the agreed model with the customer at the operational and tactical levels but also strategic.
Manage, control and follow up the internal interaction with our delivery units according to established internal cooperation model.
Monitor the contract duration and timing for renegotiation of the agreement

Qualifications

Very good understanding of ITIL and SCRUM, ability to work in different ways with different teams.
Understanding project management approaches
Strong analytical skills
Experience in ITSM tools (ServiceNow, HP SM or others)
Broad understanding of IT technologies. Technical background is preferable.
Bachelor’s degree in Computer Science, equivalent educational or professional experience and/or qualifications
English upper-intermediate is a must
Swedish upper-intermediate will be an advantage
Experience in working in service provider is a plus
Experience in project management is a plus
Excellent written and verbal communication skills
Ability to effectively conduct technical discussions directly with customer and technicians
Excellent team collaboration skills
Strong relationship building and maintaining skills