Senior manager of Customer Performance & Goverance

atNorth; 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 the leading Nordic data center company specializing in scalable high-density colocation and built-to-suit facilities that meet the unique needs of today’s AI and high performance workloads. With more than 15 years of proven expertise, atNorth delivers secure, flexible and sustainable infrastructure, powered entirely by renewable energy and benefitting from advanced cooling technologies, including several Direct Liquid Cooling and Direct to Chip installations. By combining operational excellence and a commitment to environmental responsibility with trusted customer relationships that enable rapid scalability, atNorth empowers businesses to grow while minimizing their environmental impact. Headquartered in Reykjavik, Iceland, atNorth operates eight data centers across strategic Nordic locations, with a site to open in Ballerup, Denmark in 2025, as well as its tenth under construction in Kouvola, Finland and its eleventh site in Varde Municipality, Denmark. The business has also secured land for a future mega site in the Sollefteå Municipality in Sweden. For more information, visit atNorth.com or follow atNorth on LinkedIn.

Are you an experienced leader with a strong background in performance management, governance, quality and operational excellence? Do you thrive in complex environments where customer commitments, operational risk and business priorities need to be translated into clear direction and measurable results?

atNorth is looking for a Senior manager of Customer Performance & Goverance to take ownership of performance, governance and continuous improvement across Customer Operations. In this role, you will combine strategic thinking with operational leadership, driving standards, insights and improvements across an international and fast-growing digital infrastructure organization.

The Role

As Senior Manager of Customer Performance & Goverance, you will be responsible for establishing and developing the frameworks, standards and ways of working that enable Customer Operations to perform at its best. You will translate customer commitments, business objectives and operational risks into clear priorities, KPIs and improvement initiatives.

You will lead the governance of performance, quality and incident management while working closely with key stakeholders across the organization. The role combines strategic responsibility with hands‑on leadership and offers the opportunity to influence how atNorth measures performance, manages operational risk and continuously improves its customer operations.

Key responsibilities include:

• 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.

You will also have the authority to set priorities and allocate work across the NOC and Quality Managers, direct incident coordination and stakeholder communication, and require corrective or preventive actions where service, quality, data or governance issues are identified.

atNorth is an international and fast‑growing company where collaboration, ownership and continuous improvement are key. You will work across functions and have significant influence on how Customer Operations develops and delivers value to customers. The role offers a broad scope, senior stakeholder exposure and the opportunity to make a tangible impact on operational performance and customer experience.

Is this you?

We are looking for an experienced leader who combines strong operational understanding with a strategic and analytical mindset. You are comfortable establishing structure and governance in complex environments and have the confidence to influence stakeholders across functions.

You have:

• 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.

As a person, you are structured, analytical and decisive, with a strong sense of ownership. You are comfortable working in a dynamic environment with multiple priorities and are able to turn complex information into clear actions. You build trust easily, communicate with clarity and have the leadership skills to create direction while developing the people around you.

Experience or certification in ISO 9001, Lean/Six Sigma, BI, data governance or analytics is considered an advantage.

Do you want to know more?

In this process atNorth is working with Level Recruitment.