Job Description

Job Summary

Service Delivery Manager

Service delivery manager VMS/IBMi/Mainframe 

Location: Hybrid (main office Gothenburg) 

We are the SDM’s primarily working with IT infrastructure within the VMS/IBMi and Mainframe area, but we also deliver application operation and other services on other platforms. 

We are passionate about being part of building business value for our customer. We take personal responsibility and strive to deliver the best we can with the help of our internal technical teams and colleagues. We work in an atmosphere with joy, understanding, tolerance, transparence and respect of each other.  

So, for us, it is important that you, like us, live by these values.  

The role 

The team currently consists of a number of Service delivery managers, and we are now looking for a replacement of one of the current roles.  

In your role you are responsible for ensuring deliveries to external customers to the right level of time, cost and quality. 

This includes cost follow-up for agreed deliveries, Internal meetings, customer SLA reports, leading delivery meetings, running management work and developing processes and routines. 

As SDM you are the customers SPOC with recurrent contacts and meetings with the goal to get them satisfied and get value for their money. To bring in business opportunities and the customer’s perceptions on our performances to our technical teams and management 

Key Responsibilities

To succeed as a service delivery manager, you need:  

In general: 

• Overall knowledge of IT infrastructure, 
• At least a completed education in the field of computer science / business informatics or comparable 
• Business sense and the ability to know your customer and the market  
• Be accustomed in taking responsibility, goal-focused and decision driven together with a clear structure in your daily work.  
• Professional experience in responsibility described below as well as in technical and disciplinary management. 
• ITIL Foundation Certification 
• Knowledge of IT project portfolio management as well as IT service management and IT client management 
• Business fluent English, both written and spoken 
• It is an advantage if you have experience and deeper knowledge in the VMS/IBMi or Mainframe area 
• Experience in the management of offshore projects is an advantage. 

More in detail: 

• Ensure delivery against the contract, especially SLA’s and KPI’s 
• Leading, controlling and further developing the service and operation, ensuring development and optimization of existing processes, sub-processes, and structures of service provision. 
• Manage and escalate/de-escalate ITSM management (incident, change and problem) 
• Managing external service providers that are necessary for the provision of services. 
• Drive and participate in customer-relevant meetings, customer escalation management, customer communication in close coordination and cooperation with the responsible operations managers. 
• Leading service review meetings with the customer 
• Responsible for correct charging to customer and volume-based billing 
• Investigation and identification of additional services for contracting. 

Skill Requirements

Other Requirements