Service Delivery Manager – Customer Operations & Contract Management

Description

You will manage several support and maintenance contracts for identity and biometric solutions. These cover documents, equipment and software supplied by the company and by third parties, with a main focus on systems for issuing identity documents.

The solutions are technically demanding and sold as products. They combine software, equipment and integrations, must meet strict quality requirements, and stay in service for many years.

You are accountable for customer satisfaction, adherence to contract terms, meeting service level agreements (SLAs) and delivering within budget. The work requires long-term commitment to customers and close coordination with product, project, engineering, quality, support and supply chain colleagues across an international matrix organization.

You will work with several departments at the Älvsjö office. Your line manager and several other Service Delivery Managers on that team are based abroad.

Responsibilities

• Serve as the main contact for customers on support and maintenance contracts.
• Own service delivery from start to finish across the product lifecycle. This covers handover from project delivery to support, configuration and version changes, obsolescence, upgrades, quality issues and keeping operations running.
• Lead the structured handling of complex product and service problems by coordinating engineering, product, quality, project and support teams. Make sure root-cause analysis, corrective actions, risk management and customer communication are in place and meet SLA commitments.
• Keep customer governance steady over the long term. Use good judgement and work largely on your own initiative, escalate issues at the right time, and follow company processes within an international management structure.
• Run customer accounts through regular reporting: weekly and monthly updates, steering committee materials, KPI reports and SLA reports. Suggest service improvements and support contract renewals and new commercial proposals with the sales team.
• Track the financial performance of contracts and keep customer satisfaction a priority.
• Manage third-party contracts, communication and performance monitoring where relevant.
• Coordinate and follow up on actions involving third parties and internal support teams, keeping them in line with company processes.
• Plan changes, prepare them and oversee their execution together with technical teams.

Requirements

• An engineering degree, for example in computer science.
• At least 5 years of proven experience running the delivery, support or lifecycle of complex product-based technology solutions that combine software, equipment, integrations and third-party components.
• Strong skills in managing customer relationships.
• A mature, accountable way of working. You stay resilient over time in customer ownership, delegate well, and work effectively with remote teams and international management.
• Hands-on experience with product lifecycle management, quality assurance, change control, risk management, and root-cause or corrective-action processes.
• Proven leadership of projects or delivery in a technically advanced setting, coordinating engineering, product, quality, support, commercial and external partner teams.
• Ability to earn trust from technical and operational colleagues, communicate clearly in customer and executive governance forums, and turn complex issues into clear decisions and actions.
• Excellent written and spoken English and Swedish.
• Ability to travel within Europe.
• Eligibility for security clearance for a Swedish customer.
• Experience with ITIL Foundation is required. Holding the certification is a plus.
• Experience in government-related work is a plus.

Conditions

The base location is Stockholm, Sweden, with a hybrid work setup.

The role requires you to pass a security approval under the applicable security protection regulations. For roles where the company requires security clearance, local citizenship may be required.

The Identity and Biometric Solutions business line supplies governments, public authorities and private organizations in civil identity and public security. Its products include secure documents such as passports, ID cards and driver's licenses, systems for verifying identities at borders and enrolling people in national registers, mobile identity and digital identity wallet platforms, and forensic and real-time facial recognition tools.

The Älvsjö site has been in operation since 2012 and houses a commercial office and two production units. The wider group employs more than 80,000 people in 68 countries.

Equal opportunity applies to all candidates.

Benefits

• A competitive pay package including base salary and performance-based incentives.
• A key role in building the company's presence in a strategically important region.
• Work with innovative technologies and teams spread across borders.
• Professional development, training and career advancement opportunities.
• A mobility policy that lets employees develop their careers at home or abroad, across existing or new areas of expertise, and supports flexible ways of working.