Service Delivery Manager (Swedish intermediate+) (ID: 10821) (вакансія неактивна)

Service Delivery Manager is a role within the service delivery unit at TietoEVRY. The role includes responsibility for customer satisfaction, customer profitability and up-sell to existing customers within the own portfolio.

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 intermediate or upper-intermediate is a must
• 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