Service Development Manager

Joblaunch; Drammen; Hybrid; NOK 900,000 - 1,200,000; Full time

Job summary

Joblaunch in Norway is seeking a Service Development Manager to support the Head of Service Management in growing the service organization and maturing operations. You will translate strategy into concrete offerings and scalable ways of working, aligning with engineering, delivery and workforce for seamless handover.

You will drive service portfolio development, KPI tracking, and continuous improvement, contributing to pricing, business cases, and the overall management system.

Qualifications

• Bachelor's degree or equivalent experience in business management, engineering or related field.
• Experience in service management, service delivery or operations.
• Experience developing service offerings, service levels and service agreements.
• Strong process and structure orientation to scale ways of working.
• Commercial understanding including costing, pricing input and business cases.
• Experience with service management tools, ticketing systems and support platforms.
• Ability to coordinate across engineering, delivery, workforce and business development.
• Experience with KPI definition, performance follow-up and management reporting.
• Strong documentation skills and a structured approach to change.
• Proficiency in English (oral and written).
• Willingness to travel nationally and internationally.

Responsibilities

• Support the Head of Service Management in developing and growing the service organization.
• Develop and maintain the service portfolio including new offerings and service levels.
• Build service processes, ways of working and documentation for scalable growth.
• Prepare operational readiness for new customers, sites and service agreements.
• Identify growth opportunities with the existing customer base and with Business Development.
• Develop service management systems and tooling for scale, reporting and consistency.
• Coordinate with Engineering, Delivery and Workforce to ensure handover feasibility.
• Define and follow up KPIs for service development initiatives and report progress.
• Drive continuous improvement from issues and feedback into structural changes.
• Support competence planning and training needs within the service organization.
• Contribute to costing, pricing input and business cases for new offerings.
• Contribute to the company-wide management system and ways of working.

Skills

Service management

Cross-functional coordination

Process optimization

Change management

KPI definition

Documentation

Reporting

Education

Bachelor's degree in business/engineering or related field

Tools

Service management tools

Ticketing systems

Job description

PURPOSE/OBJECTIVES AND RATIONALE FOR THE POSITION

The Service Development Manager supports the Head of Service Management in growing and maturing the service organization on both the service and the operational side. Where the Service Manager owns day-to-day delivery, this role builds the capability behind it: developing the service portfolio, establishing processes and systems that scale, and preparing the organization to take on new customers, sites and service agreements. The role translates the service strategy set by the Head of Service Management into concrete offerings, ways of working and operational readiness.

RESPONSIBILITY

Daily tasks and long-term responsibilities

• Support the Head of Service Management in developing and growing the service organization on both the service and the operational side.
• Develop and maintain the service portfolio, including new service offerings, service levels and the supporting descriptions used in customer proposals.
• Build service processes, ways of working and documentation that allow the department to grow without loss of quality or consistency.
• Prepare and coordinate operational readiness for new customers, sites and service agreements, in cooperation with Service Managers and Head of Workforce.
• Identify and develop growth opportunities within the existing customer base, including service agreement renewal, expansion and upsell, together with Business Development.
• Develop service management systems and tooling so they support scale, reporting and consistent ways of working across the department.
• Coordinate with Engineering, Delivery and Workforce to ensure new solutions are supportable in service from the point of handover.
• Define and follow up KPIs for service development initiatives, and report progress and results to the Head of Service Management.
• Drive continuous improvement across the service and operational side, converting recurring issues and customer feedback into structural improvements.
• Support competence planning and development within the service organization, including onboarding material and identification of training needs.
• Contribute to costing, pricing input and business cases for new and expanded service offerings.
• Contribute proactively to the development and effectiveness of the company's overall management system and ways of working.

COMPETENCE REQUIREMENTS

• Preferred bachelor's degree in business management, engineering or a related field (or equivalent experience).
• Proven experience from service management, service delivery or operations, preferably in a growing organization.
• Experience developing service offerings, service levels and service agreements.
• Strong process and structure orientation, with the ability to build ways of working that scale.
• Commercial understanding, including costing, pricing input and business cases for service offerings.
• Experience with service management tools, ticketing systems and support platforms.
• Ability to work across disciplines, coordinating with engineering, delivery, workforce and business development.
• Experience with KPI definition, performance follow-up and management reporting.
• Strong documentation skills and a structured approach to change.
• Proficiency in English (oral and written) is required.
• Willingness to travel nationally and internationally as required by customer responsibilities.