Swedish-speaking Service Delivery Manager — Drive Outcomes

Unit4; Granada; Presencial; EUR 3900 - 54 000; Tempo integral

Resumo da oferta

Unit4 is seeking a Service Delivery Manager for Swedish-speaking clients, focusing on operational delivery, governance and continuous improvement across MAS, PAS and PMS. The role centers on acting as the primary operational customer-facing lead, ensuring transparent performance, risk management and high-quality service experiences.

The SDM will drive service reviews, collaboration across multiple teams, and continuous improvement while aligning with Success4U goals.

Qualificações

• Bachelor's degree or equivalent professional experience.
• 5+ years of experience in Service Delivery, Customer Success, Managed Services, Consulting, or Enterprise Software.
• Proven ability to manage strategic customer relationships and executive stakeholders.
• Strong understanding of SaaS, Cloud, Managed Services, and recurring revenue business models.
• Experience managing multiple customer engagements simultaneously.

Responsabilidades

• Own the operational service relationship for an assigned portfolio of customers, acting as the primary point of contact for service delivery, governance and operational escalations.
• Ensure effective delivery of recurring services in line with agreed service scope, SLAs, KPIs and customer commitments, providing clear visibility of performance and areas requiring action.
• Lead service governance and operational service reviews, communicating service performance, consumption, risks, escalations, improvement priorities and agreed actions.
• Monitor service performance, customer satisfaction, consumption, case health and operational customer signals, using data and customer feedback to identify risks and drive continuous improvement.
• Identify, manage and escape service delivery and customer-retention risks, ensuring the appropriate stakeholders are engaged where needed.
• Collaborate across Delivery, Support, Cloud Operations, Customer Success, Product, Consulting and Account Management to coordinate effective service delivery and outcomes.
• Maintain oversight of contracted service scope, consumption, service commitments and milestones, identifying deviations early and escalating via governance routes.
• Connect service delivery with customer outcomes, providing operational insight and evidence that supports value and renewal discussions.
• Identify service needs, gaps and potential growth opportunities through customer interactions and service reviews.
• Maintain accurate service records, governance documentation, risks, actions, consumption information and reporting in the appropriate systems.
• Coordinate service delivery across internal teams, ensuring clear ownership and proper handovers.
• Support retention and renewal readiness by monitoring service satisfaction and performance and providing evidence to Customer Success and Account Management.
• Maintain commercial awareness of the service engagement, including scope, consumption and delivery risks, supporting forecasting and margin awareness.

Conhecimentos

Swedish

English

Communication

Stakeholder management

Analytical skills

Planning skills

ERP / enterprise software

Formação académica

Bachelor's degree

Ferramentas

ERP

Descrição da oferta de emprego

Unit4 is seeking a Service Delivery Manager for Swedish-speaking clients, focusing on operational delivery, governance and continuous improvement across MAS, PAS and PMS. The role centers on acting as the primary operational customer-facing lead, ensuring transparent performance, risk management and high-quality service experiences.

The SDM will drive service reviews, collaboration across multiple teams, and continuous improvement while aligning with Success4U goals.