Service Delivery Manager

COWI; Fredrikstad; Hybrid; NOK 900,000 - 1,200,000; Full time

Benefits offered by this job

Flexible workdays

Work from home possibilities

Competitive terms and pension schemes

Inclusive team culture

Job summary

COWI is seeking an experienced Service Delivery Manager in Fredrikstad, Norway to ensure reliable service delivery for parking solutions. You will be the primary customer contact, drive adoption, and coordinate with product, development, and support teams to continuously improve the customer journey.

Join a multidisciplinary Information Systems team and contribute to long-term service development while balancing profitability and contract commitments in a dynamic, collaborative environment.

Qualifications

• Experience in service delivery, customer success, or a customer-facing role involving digital products and services.
• Understanding of how digital solutions can help municipalities and public sector organizations improve parking management.
• Ability to translate customer needs into new solutions with product management, architecture and development.
• Strong collaboration skills and a proactive, structured approach.
• Proficient verbal and written communication in Norwegian and English.
• Thrives in multidisciplinary teams and has a pragmatic approach to technology.

Responsibilities

• Ensure reliable service delivery for parking customers by overseeing operations, commitments, and continuous improvement.
• Ensure high customer satisfaction and adoption through close dialogue, onboarding, and improvement of the customer journey.
• Serve as the primary contact for customers regarding service delivery, escalations, and improvement initiatives.
• Ensure service delivery aligns with SLAs and contractual obligations.
• Facilitate regular customer service reviews to identify risks and drive improvements.
• Contribute to long-term development of services with product management and development teams.
• Manage financials, invoicing, change orders, and profitability for assigned customers.
• Identify risks and implement measures to ensure stable delivery.
• Plan and execute migrations to new platforms and solutions.
• Coordinate between customers, support, development, operations, and external partners.

Job description

Would you like to help develop the future of parking and tolling solutions? We are growing and are now looking for an experienced Service Delivery Manager to join us on the journey ahead.

At COWI, we develop modern IT products and solutions for the parking and tolling industries. Our systems simplify everyday life for both users and operators through innovative services and seamless integrations. With us, you will work in a multidisciplinary environment with highly skilled colleagues and a culture that encourages openness and collaboration.

In this role, you will connect customer needs, stable service delivery, and product development so our parking and tolling solutions continue to create value for municipalities, operators, and end users.

What You Will Work With

As a Service Delivery Manager, you will ensure that our parking solutions are delivered reliably, adopted successfully, and continuously improved in close dialogue with our customers. You will serve as the primary point of contact for customers, build trusted relationships and helping them achieve maximum value from our products and services.

You will proactively engage with customers, follow up on service performance, coordinate support and improvement initiatives, and ensure that contractual commitments and service levels are met. Working closely with product teams, support specialists, developers, and architects, you will help shape better customer experiences and contribute to the continuous evolution of our parking solutions.

Become part of our Information Systems team

As a service delivery manager, you will join the Information Systems department - an engaged and collaborative environment consisting of 15 skilled professionals across service delivery, software development and business functions. We offer an inclusive and supportive workplace where teamwork and knowledge sharing are highly valued.

Your development at COWI

Our employees are our greatest asset: they are the reason our projects succeed. At COWI, you will have a unique opportunity to learn from the best, develop your potential, and help shape the society of the future. Together with your manager, you will create a plan for your own professional development, with opportunities to build your expertise through both local and global projects on a daily basis. For more information, visit COWI Norway.

Location

Our office is centrally located in Fredrikstad, with easy access to public transport and a wide range of nearby shops, cafes, and services. You will work alongside more than 200 colleagues at COWI Fredrikstad as part of a vibrant and multidisciplinary technology environment.

Responsibilities

• Ensure reliable service delivery for parking customers by overseeing operations, managing customer commitments, and driving continuous improvement.
• Ensure high customer satisfaction and adoption through close dialogue, proactive follow-up, onboarding, and continuous improvement of the overall customer journey.
• Serve as the primary point of contact for customers regarding service delivery, escalations, and improvement initiatives.
• Ensure service delivery aligns with agreements, SLAs, and other contractual obligations.
• Establish and facilitate regular customer service reviews to ensure proactive follow-up, identify risks, and drive continuous improvement of service delivery.
• Contribute to the long-term development of services in collaboration with product management, architects, and development teams.
• Manage financials, invoicing, change orders, and profitability for assigned customers and agreements.
• Identify risks and implement measures to ensure stable service delivery.
• Contribute to the planning and execution of migrations to new platforms and solutions.
• Ensure effective coordination between customers, support, development, operations, and external partners.

We Are Looking for Someone Who

• Combining customer insight, service delivery, and product development.
• Has experience from service delivery, customer success, or another customer-facing role involving digital products and services.
• Understands how digital solutions can help municipalities and public sector organizations improve parking management.
• Works closely with product management, architecture, and development to translate customer needs into new solutions.
• Is structured, proactive, and has strong collaboration skills

• Proficient verbal and written communication skills in Norwegian and English.

• Thrives in multidisciplinary teams and has a pragmatic approach to technology

Would you like to be part of an environment where technology, social impact, and collaboration are at the center? Then we would love to hear from you!

What We Offer

• Exciting and varied tasks in a strong professional environment
• Excellent opportunities for professional and personal development
• A strong multidisciplinary environment with high competence and good collaboration
• Flexible workdays with the possibility of working from home
• Competitive terms and good pension schemes
• An inclusive and social work environment with a great team culture and a good sense of humor.
• The ability to work in both Norwegian and English

A place to work and so much more

At COWI, we work together with our customers to shape a sustainable and liveable world. We do it by applying our knowledge and curiosity - and sometimes even our courage - to create the solutions the world needs today to enable a better tomorrow. We support our customers’ transition towards increased sustainability. We strive to lead by example by embedding environmental management, social responsibility, and good governance into our business practices and the options we provide for our customers. We value differences and development and cultivate an environment of belonging and having fun. Because that is what brings out the best in you, at work and at home.With offices primarily located in Scandinavia, the UK, North America, and India, we are currently more than 7,500 people who bring their expertise in engineering, architecture, energy, and environment into play.

Got more questions?

If you have any unanswered questions about the role or what we have to offer, please reach out to Head of Information Systems, Mona Johansen at [e-mail] or Senior Global Talent Acquisition Specialist Mette Gutte at [e-mail]. Get to know us even better at our website, www.cowi.com, where you can learn more about our projects, our strategy, what we want to achieve and what life is like at COWI.

Diversity is fundamental to COWI, inclusion is key.

We are committed to creating a respectful and fair work environment where all employees have a sense of belonging and equitable opportunities to thrive and grow.

We ensure that our leaders are role models for inclusive leadership by cultivating a culture where diverse perspectives and thoughts are seen as strengths.

And we take diversity and inclusion into account in all relevant decisions and processes and when setting up teams and fora.

We do it because it is part of our values and because it is simply the right thing to do.