Job Description

Unilabs is implementing a Global Shared Services Centre (GSSC) to centralise core IT services while retaining essential in-country capabilities aligned to regulatory, business, and operational needs.

The In-Country Service Delivery Manager (ICSDM) is a key enabler of this operating model. The role is accountable for embedding global services into the country, completing operational run transfer, and ensuring a stable, high-quality end-to-end service for the business.

The ICSDM acts as the single authority in-market for IT service outcomes, serving as the bridge between the GSSC, global service towers, retained local services, suppliers, and business stakeholders.

The In-Country Service Delivery Manager is accountable for embedding the GSSC operating model within the market, ensuring stable service transition, strong local governance, and high-quality IT outcomes while acting as the bridge between global delivery and local business needs.

Scope of Global Services (Delivered via GSSC)

Following transformation, the GSSC will provide services across the following towers:

· Cloud & Hosting

· Networks

· End User Services

· Integration Services

· Service Management & Monitoring

The SDM is accountable for successful transition, adoption, and ongoing alignment of these services within the country.

Key Responsibilities

1. GSSC Service Transition & Run Transfer

· Accountable for the end-to-end transition of services from local delivery to the GSSC model.

· Acts as the primary conduit between in-country operations and global service delivery teams.

· Owns local operational acceptance, ensuring services meet security, regulatory, resilience, and business readiness requirements.

· Coordinates knowledge transfer, documentation, handover, and stabilisation activities.

· Leads change adoption with local IT teams and business stakeholders through structured communication and training.

2. Service Management & Performance Oversight

· Ensures services delivered by the GSSC meet agreed SLAs, XLAs, and business outcomes.

· Provides in-country oversight of incidents, service requests, changes, and escalations.

· Uses service data and reporting to identify trends, risks, and improvement opportunities.

· Drives continuous service improvement in partnership with global service owners.

3. Change & Release Management

· Governs centrally driven changes impacting the country, ensuring:

o Local impact and dependency assessment

o End-to-end risk mitigation

o Business readiness and communication

· Owns country-specific changes that interface with global services (e.g. cloud migrations, security controls).

· Ensures local knowledge is embedded into global change planning.

4. Incident, Major Incident & Problem Management

· Acts as in-country escalation owner for major and high-impact incidents.

· Coordinates with GSSC, global towers, and suppliers to minimise business disruption.

· Represents country impact during major incident calls and reviews.

· Ensures recurring issues are addressed via structured problem management and root-cause remediation.

5. Retained Local Services & Capabilities

· Manages services that remain outside GSSC scope, including:

o Local or regulatory applications

o Legacy platforms

o Market-specific integrations

· Ensures retained services comply with global security, architecture, and operational standards.

· Provides local input to global roadmaps and transformation priorities.

6. Supplier & Commercial Management

· Manages local suppliers, break-fix partners, and retained vendors in line with the target operating model.

· Monitors performance against KPIs and contractual obligations.

· Identifies opportunities for rationalisation, termination, or transition to global suppliers.

· Escalates risks and disputes early with clear resolution paths.

· Provides local requirements into global tenders, sourcing activities, and renewals.

7. Local Infrastructure & Data Centre Exit

· Supports the global strategy to exit local data centres and migrate services to cloud platforms.

· Manages local suppliers for systems not yet cloud-ready, ensuring stability and compliance.

· Maintains visibility of legacy risks and lifecycle constraints within the country.

8. In-Country Break/Fix & On-Site Support

· Manages local break-fix and on-site support arrangements.

· Ensures appropriate skills coverage, training, and handover as services transition to GSSC.

· Maintains user experience and operational continuity during and after change.

9. Leadership & Stakeholder Engagement

· Acts as the trusted IT service partner to the Market CIO and senior business stakeholders.

· Communicates service performance, risks, and change impacts in clear business terms.

· Leads local teams through transformation with clarity on roles and accountability.

· Promotes a One-Unilabs culture across local, global, and GSSC teams.

Requirements

* Proven experience leading IT service transition and operational transformation within multinational or shared-service environments.

* Strong background in IT service management (ITIL-aligned), including incident, change, problem, and supplier management.

* Experience managing transitions from local delivery models to global/shared service centres (GSSC).

* Ability to coordinate cross-functional stakeholders across local, regional, and global teams.

* Strong operational governance skills, including SLA/XLA oversight, escalation management, and continuous service improvement.

* Experience managing hybrid infrastructure environments, cloud migrations, and retained local services.

* Demonstrated ability to lead change adoption, communication, training, and business readiness activities.

* Strong vendor and commercial management capabilities, including KPI oversight and supplier performance management.

* Excellent leadership, stakeholder engagement, communication, and problem-solving skills.

* Analytical, resilient, and adaptable mindset within complex transformation programmes.

* Fluency in English and Swidish

* IT service management or leadership certifications considered advantageous.