Service Delivery Manager (Swedish speaking)

Description

The role is a Service Delivery Manager for recurring services: Managed Application Services (MAS), Product Administration Services (PAS), Product Monitoring Services (PMS) and other recurring services that need delivery management.

You are the day-to-day operational lead facing the customer. You make sure services are delivered well, performance is visible, risks and escalations are handled, and customers get a consistent, high-quality service.

The company is moving toward its Success4U delivery model, helping customers shift from traditional service projects to scalable, outcome-focused recurring services. You work with Customer Success Managers, Account Management and delivery teams to link service performance to customer goals and to spot improvement areas.

You own service governance, operational customer relationships, performance oversight, risk and escalation handling, service reviews, consumption and scope tracking, and continuous improvement across an assigned customer portfolio. You supply operational insight and evidence for customer health, retention, expansion and renewal. Strategic ownership, success planning and commercial ownership stay with Customer Success and commercial roles.

The company has over 40 years of history and is a growing cloud firm building ERP software for mid-market, people-centric organisations.

Responsibilities

• Be the main operational contact for your assigned customers on service delivery, governance and escalations.
• Deliver recurring services against agreed scope, SLAs, KPIs and customer commitments, and keep performance and required actions visible.
• Run service governance and operational reviews covering performance, consumption, risks, escalations, priorities and agreed actions. Customer Success keeps the broader relationship and the Success Plan.
• Track service performance, customer satisfaction, consumption, case health and operational signals, and use data and feedback to find risks and improvements.
• Spot service delivery and retention risks early, escalate them, and bring in Customer Success, Account Management and delivery stakeholders where strategic, commercial or renewal action is needed.
• Work with Delivery, Support, Cloud Operations, Customer Success, Product, Consulting and Account Management to deliver services and customer outcomes.
• Monitor contracted scope, consumption, service commitments and delivery milestones. Flag deviations and risks early through the right governance route.
• Link service delivery to customer outcomes by giving Customer Success operational evidence for value, adoption and Success4U discussions.
• Note service needs, gaps and growth opportunities from customer contact and reviews, and pass them to Customer Success and Account Management for qualification and follow-up.
• Keep service records, governance documents, risks, actions, consumption data and reports up to date in the relevant systems.
• Coordinate across internal teams so handovers are clean, ownership is clear, escalations are handled and customer priorities match delivery.
• Support renewal readiness by tracking satisfaction and performance and supplying operational evidence to Customer Success and Account Management.
• Keep commercial awareness of contracted scope, consumption, points redemption and delivery risk to support forecasting and margin awareness. Commercial approval and contract ownership stay with designated commercial roles.
• Help meet contractual, governance and company policy requirements, escalating compliance or contract risks to the right owner.
• Improve recurring services and delivery practices using service data, feedback, case trends and operational insight.
• Share knowledge, best practice and customer insight across the Recurring Services organisation to improve consistency, scalability and customer experience.

Requirements

• A senior customer-facing role accountable for customer outcomes, service quality, retention and recurring revenue across strategic accounts. You balance customer advocacy, commercial awareness, governance and delivery.
• Bachelor's degree or equivalent professional experience.
• At least 5 years in Service Delivery, Customer Success, Managed Services, Consulting or Enterprise Software.
• Proven record managing strategic customer relationships and executive stakeholders.
• Solid understanding of SaaS, cloud, managed services and recurring revenue models.
• Experience running several customer engagements at the same time.
• Strong communication, stakeholder management and influencing skills.
• Fluent in Swedish and English, with excellent spoken and written communication in both.
• Commercial awareness, including experience with renewals, contracts, service consumption and revenue retention.
• Ability to spot and manage customer, delivery and commercial risks.
• Experience working across Sales, Support, Product, Consulting and Delivery teams.
• Track record of handling escalations and delivering good customer outcomes.
• Strong analytical, organisational and planning skills.
• Preferred: experience with ERP, enterprise software or cloud applications.
• Preferred: international customer experience.
• Preferred: a customer-first approach focused on value realisation and long-term partnership.
• Preferred: strong relationship-building and stakeholder management.
• Preferred: commercially minded, with a focus on retention, adoption and recurring revenue growth.
• Preferred: comfortable working through organisational change and transformation.
• Preferred: motivated to improve customer experience and outcomes.
• Preferred: a trusted advisor who balances customer advocacy with business priorities.
• Preferred: keeps looking for best practice and ways to improve service delivery and customer success.

Conditions

You work in an international environment that is demanding.

Benefits

• Freedom and autonomy to do the job well.
• An attractive salary.
• Colleagues who are keen to learn from each other.
• Investment in personal and professional growth.
• A chance to help build an international software company.
• Unlimited vacation. Days worked are not counted; the focus is on results.