Head of Customer Performance & Governance

Atnorth As; Stockholms län; On-site; SEK 1,400,000 - 2,100,000; Full time

Job summary

atNorth is seeking a Senior Manager of Customer Performance & Governance to lead performance, governance and continuous improvement across Customer Operations in an international, fast-growing data infrastructure organization.

You will establish frameworks, drive KPIs and OKRs, lead the NOC and Quality Managers, and partner with senior stakeholders to translate commitments into measurable actions and outcomes.

Qualifications

• 8–10+ years of experience within performance management, quality, governance, customer operations, analytics, NOC operations or operational excellence.
• Experience from data center, IT infrastructure, B2B technology or another complex operational environment.
• Proven leadership experience, ideally leading managers and/or multidisciplinary teams.
• Strong knowledge of KPI and SLA governance, quality management, reporting and operational performance.
• Experience with incident management, root cause analysis and continuous improvement.
• Strong analytical skills and experience working with data, insights and reporting to support decision‑making.
• Excellent stakeholder management and communication skills, with the ability to influence across functions and organizational levels.
• A Bachelor’s or Master’s degree in Business, Engineering, Quality Management, Data Analytics, Information Systems or a related field, or equivalent relevant experience.
• Fluency in English; proficiency in Swedish is preferred.

Responsibilities

• Define and develop the Customer Operations performance and governance framework, standards and improvement roadmap.
• Translate customer commitments, business objectives and operational risks into clear priorities and OKRs.
• Lead the Nordic Operations Center operating model, including service standards and escalation routines.
• Own incident coordination, escalation, communication and follow‑up standards.
• Define and govern KPIs, SLAs, scorecards, QBR insights and reporting standards.
• Drive quality management, audit readiness, process adherence and corrective‑action governance.
• Govern SOPs, controls, data quality and continuous improvement initiatives.
• Lead and develop the NOC and Quality Managers, setting direction, goals and development priorities.
• Build strong capabilities in decision‑making, incident leadership, communication and analytical thinking across the team.
• Align key functions around operational risks, decisions and improvement initiatives.
• Identify and escalates material risks, dependencies and resource constraints, recommending appropriate actions.

Skills

Performance management

Quality governance

Customer operations

Analytics

NOC operations

Operational excellence

Education

Bachelor's or Master's degree

Job description

atNorth is seeking a Senior Manager of Customer Performance & Governance to lead performance, governance and continuous improvement across Customer Operations in an international, fast-growing data infrastructure organization.

You will establish frameworks, drive KPIs and OKRs, lead the NOC and Quality Managers, and partner with senior stakeholders to translate commitments into measurable actions and outcomes.