Nordic Service Delivery Lead - Hybrid

PostNord Strålfors Group; Sundbyerne; Hybrid; DKK 720,000 - 980,000; Full time

Benefits offered by this job

Hybrid working

Job summary

PostNord Strålfors Group is seeking a Service Delivery Manager to steward service delivery for a Nordic customer portfolio. You will act as the primary contact, ensuring transparency, measuring performance and translating contracts into high-quality operations.

The role focuses on ongoing value creation beyond SLAs. You will collaborate with Sales and the Nordic organisation to identify opportunities, drive improvements and coordinate across IT, Development, Production, and Customer Service.

Qualifications

• Experience within service delivery, customer success, IT service, customer support or another customer-oriented role.
• Ability to combine the customer's perspective, commercial understanding and operational oversight.
• 2–3 years of relevant experience.

Responsibilities

• Own and coordinate the operational service delivery for your customers and act as their primary point of contact.
• Ensure follow-up on SLAs, KPIs, quality, performance and customer agreements.
• Conduct regular customer, operational and follow-up meetings and ensure relevant reporting.
• Work proactively with improvements, optimisation and increased customer value.
• Build an understanding of customers' businesses, processes and use of our services.
• Collaborate with Sales on customer needs, development and commercial opportunities.
• Drive improvement initiatives in quality, efficiency, standardisation, automation and self-service.
• Coordinate smaller projects and changes across Sales, IT, Development, Production and the Nordic organisation.
• Contribute to onboarding of new customers and services and ensure a smooth transition into stable operations.
• Coordinate customer enquiries, service requests and incidents with clear communication.

Skills

Customer relationships

Service delivery

SLAs/KPIs

Commercial mindset

Communication (Danish/Swedish/English)

IT knowledge

Process coordination

Tools

ITIL

Lean

Agile

ERP

Case management systems

Job description

PostNord Strålfors Group is seeking a Service Delivery Manager to steward service delivery for a Nordic customer portfolio. You will act as the primary contact, ensuring transparency, measuring performance and translating contracts into high-quality operations.

The role focuses on ongoing value creation beyond SLAs. You will collaborate with Sales and the Nordic organisation to identify opportunities, drive improvements and coordinate across IT, Development, Production, and Customer Service.