Service Delivery Manager for PostNord Strålfors

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

Do you want to be a trusted partner to our customers while helping shape how we work with Service Delivery across the Nordics?

At PostNord Strålfors, we are looking for a Service Delivery Manager who is passionate about building strong customer relationships, ensuring stable service delivery and driving continuous improvement.

You will play a key role between our customers and our Nordic organisation, ensuring that day-to-day service delivery runs smoothly while proactively developing the collaboration and creating greater value for our customers.

We are on an exciting development journey, and you will have the opportunity to make an impact on our customers, our ways of working and the continued development of Service Delivery across the Nordics.

Your responsibilities

As a Service Delivery Manager, you will have operational responsibility for service delivery to a portfolio of selected customers and act as their primary point of contact for ongoing service delivery.

You will create transparency, follow up on performance and ensure that contractual commitments are translated into high-quality, stable service delivery. But the role is about more than SLAs and KPIs. You need to understand the customer's business, identify opportunities for improvement and, together with the customer, Sales and your colleagues, turn these opportunities into action.

Your responsibilities will include:

• Owning and coordinating the operational service delivery for your customers and acting as their primary point of contact.
• Ensuring follow-up on SLAs, KPIs, quality, performance and customer agreements.
• Conducting regular customer, operational and follow-up meetings and ensuring relevant reporting.
• Working proactively with improvements, optimisation and increased customer value.
• Building a strong understanding of our customers' businesses, processes and use of our services.
• Working closely with Sales on customer needs, development and relevant commercial opportunities.
• Driving improvement initiatives within areas such as quality, efficiency, standardisation, automation and self-service.
• Coordinating smaller projects and changes across Sales, IT, Development, Production and our Nordic organisation.
• Contributing to the onboarding of new customers and services and ensuring a smooth transition into stable operations.
• Coordinating customer enquiries, service requests and incidents, while ensuring clear communication with the customer.

Be part of something Nordic

You will be part of our Nordic Service Delivery organisation within Customer Service, working with colleagues and stakeholders across countries and disciplines.

We share knowledge and experience across the Nordics and work together to develop more consistent, efficient and scalable ways of delivering our services.

This also means that you will not simply be stepping into an existing role. You will have the opportunity to influence how we work with Service Delivery, customer experience and continuous improvement across our Nordic organisation.

Who are you?

We believe you have experience within service delivery, customer success, IT service, customer support or another customer-oriented role where you have been responsible for both customer relationships and ongoing service delivery.

What matters most is your ability to combine the customer's perspective, commercial understanding and operational oversight.

We are looking for someone who:

• Has at least 2-3 years of relevant experience.
• Has worked with customer relationships, service delivery follow-up and SLAs/KPIs.
• Has a strong commercial mindset and can identify opportunities to create both customer value and further development.
• Can understand customer agreements and translate them into concrete service delivery and follow-up.
• Works in a structured way and is comfortable coordinating, documenting and managing several tasks simultaneously.
• Communicates professionally in Danish/Swedish and English, both verbally and in writing.
• Is curious about technology and has a good understanding of systems.
• Experience with ITIL, Lean, Agile, ERP or case management systems is an advantage, but not necessarily a requirement.

As a person

You take ownership and build trust with the people around you.

You enjoy being the link between the customer and the organisation and are comfortable both managing today's operational needs and looking ahead to how we can improve tomorrow.

You are curious, commercially minded and willing to constructively challenge existing ways of working. And you understand that strong service delivery is not created alone, but through close collaboration between customers, colleagues and different disciplines.

At Strålfors, we work according to our ABC principles for self-leadership: Accountable, Brave and Committed.

What do we offer?

You will have a role with a broad network of contacts, a high degree of individual responsibility and the opportunity to make an impact.

You will be part of a Nordic company and an evolving organisation where there is room for initiative, new ideas and challenging the way we work.

At the same time, you will have the opportunity to develop at the intersection of IT and Service Delivery, customer experience, business and continuous improvement.

The position is based in Copenhagen, Alingsås, Ljungby or Stockholm and PostNord Strålfors offers the possibility of hybrid working.