Service Delivery Manager, Swedish Speaking

This is a fully remote position, open to applicants in Spain.

📋 Description

• Take ownership of the operational service relationship for a designated portfolio of clients.

• Serve as the main point of contact for service delivery, governance, and operational escalations.

• Ensure efficient delivery of recurring services in accordance with the agreed-upon service scope, SLAs, KPIs, and customer commitments.

• Lead governance and operational service reviews.

• Monitor service performance, customer satisfaction, consumption, case health, and operational signals from customers.

• Identify, manage, and escalate risks related to service delivery and customer retention.

• Collaborate with teams across Delivery, Support, Cloud Operations, Customer Success, Product, Consulting, and Account Management.

• Maintain oversight of the contracted service scope, consumption, service commitments, and operational delivery milestones.

• Link service delivery with customer outcomes and provide operational insights that support Customer Success.

• Identify service needs, gaps, and potential opportunities for growth.

• Keep accurate service records, governance documentation, risk assessments, action plans, consumption data, and reports.

• Coordinate service delivery among internal teams, ensuring effective handovers and clear accountability.

• Support retention and renewal initiatives by monitoring service satisfaction and performance levels.

• Maintain commercial awareness regarding service engagements, including contracted scope, consumption, points redemption, and delivery risks.

• Ensure compliance with contractual commitments, governance requirements, and company policies.

• Promote continuous improvement by leveraging service data, customer feedback, case trends, and operational insights.

• Share knowledge, best practices, and customer insights throughout the Recurring Services organization.

⛳️ Requirements

• Bachelor's degree or equivalent professional experience.

• Over 5 years of experience in Service Delivery, Customer Success, Managed Services, Consulting, or Enterprise Software.

• Demonstrated ability to manage strategic customer relationships and engage executive stakeholders.

• Strong comprehension of SaaS, Cloud, Managed Services, and recurring revenue business models.

• Experience in simultaneously managing multiple customer engagements.

• Excellent communication, stakeholder management, and influencing abilities.

• Fluent in Swedish and English, with excellent verbal and written communication skills in both languages.

• Commercially aware with experience in renewals, contracts, service consumption, and revenue retention.

• Capable of identifying and managing customer, delivery, and commercial risks.

• Experience collaborating with Sales, Support, Product, Consulting, and Delivery teams.

• Proven success in managing escalations and achieving favorable customer outcomes.

• Strong analytical, organizational, and planning skills.

• Prior experience with ERP, enterprise software, or cloud applications is preferred.

• International customer experience is a plus.

• Customer-first mindset focused on value realization and long-term partnerships.

• Excellent relationship-building and stakeholder management skills.

• Commercially savvy with a focus on retention, adoption, and recurring revenue growth.

• Comfortable navigating organizational change and transformation initiatives.

• Passionate about enhancing customer experiences and achieving successful outcomes.

• Recognized as a trusted advisor who balances customer advocacy with business priorities.

• Continuously seeks best practices and opportunities to enhance service delivery and customer success.

🏝️ Benefits

• Employees have the option to work remotely.

• Unlimited vacation policy.

• Freedom and autonomy to achieve success.

• Opportunities for personal and professional growth.

• Engaging international work environment.

• Supportive colleagues who foster mutual learning.