Service Delivery Manager

IDEMIA Public Security; København; On-site; DKK 900,000 - 1,200,000; Full time

Job summary

IDEMIA Public Security is seeking a Service Delivery Manager to oversee the performance and continuous improvement of border-control systems within the Travel & Transport business. You will lead service delivery across international projects, collaborating with public sector clients and internal teams to ensure reliable, secure services.

The role requires strong stakeholder management, ITIL knowledge, and fluency in Danish and English, with willingness to travel to customer sites in Norway.

Qualifications

• Proven experience in Service Delivery Management or similar customer-facing role.
• Experience managing service contracts, budgets and performance.
• Ability to understand technical architectures and customer requirements.
• Strong analytical and problem-solving skills with cross-functional coordination.
• ITIL certification is a plus.

Responsibilities

• Ensure availability and continuous improvement of mission-critical systems.
• Develop maintenance strategies tailored to customer needs.
• Monitor service performance via KPIs and SLAs; manage budgets.
• Coordinate field support with internal teams and third-party providers.
• Act as primary customer contact with governance meetings and reporting.
• Translate business needs into technical actions with engineering teams.
• Manage risks, priorities, and escalations to meet contractual commitments.

Skills

Service Delivery

Customer-facing

Stakeholder management

Cross-functional teams

ITIL knowledge

Tools

MS Project

CRM systems

Ticketing tools

Job description

At IDEMIA Public Security, we build cutting-edge biometric solutions that make travel safer, border management smarter, and public security stronger. Our technologies are trusted by governments and public authorities around the world to facilitate secure mobility and protect millions of people every day.

As part of our Travel & Transport business, we are looking for a Service Delivery Manager to oversee the operational performance and continuous improvement of critical systems supporting border control and passenger facilitation.

This is a unique opportunity to work on high-impact international projects, collaborate with public sector clients, and play a key role in delivering mission-critical services.

Job description

At IDEMIA Public Security, we build cutting-edge biometric solutions that make travel safer, border management smarter, and public security stronger. Our technologies are trusted by governments and public authorities around the world to facilitate secure mobility and protect millions of people every day.

As part of our Travel & Transport business, we are looking for a Service Delivery Manager to oversee the operational performance and continuous improvement of critical systems supporting border control and passenger facilitation.

This is a unique opportunity to work on high-impact international projects, collaborate with public sector clients, and play a key role in delivering mission-critical services.

Key Missions

As a Service Delivery Manager, you will be responsible for ensuring the operational continuity, performance, and evolution of our solutions while delivering an outstanding customer experience.

Your key responsibilities will include:

• Ensuring the availability, reliability, and continuous improvement of mission-critical systems supporting border management and passenger flow
• Developing and implementing maintenance strategies tailored to customer needs, including spare parts management, software upgrades, preventive maintenance, and support organization
• Monitoring service performance through KPIs and SLAs, managing maintenance budgets, and driving continuous improvement plans
• Coordinating field support activities across internal teams, subcontractors, and third-party maintenance providers to ensure efficient service delivery
• Acting as the primary point of contact for customers, building trusted relationships through regular governance meetings, service reviews, and clear operational reporting
• Working closely with technical teams to understand customer requirements, validate proposed solutions, and translate business needs into technical actions
• Managing service delivery risks, priorities, and escalations while ensuring contractual commitments are consistently met

Profile description

• Proven experience in Service Delivery Management or a similar customer-facing role involving complex IT systems or managed services
• Experience managing service contracts, budgets, and operational performance
• The ability to understand technical architectures, customer requirements, and operational constraints
• Strong analytical and problem-solving skills, with the ability to coordinate cross-functional and international teams
• Experience using project management tools such as MS Office, MS Project, and customer support platforms (CRM, ticketing tools, etc.)
• Excellent communication and stakeholder management skills
• Professional proficiency in Danish and English (written and spoken)
• Knowledge of Norwegian is considered a strong asset
• Previous experience working with public sector or government authorities is highly valued
• ITIL Certification is a plus
• Willingness to travel regularly to customer sites in Norway