Service Delivery Coordinator

Maandag Nordic; Stockholms kommun; On-site; SEK 420,000 - 530,000; Full time

Job summary

Maandag Nordic in Stockholm seeks a Service Delivery Coordinator responsible for service and maintenance coordination for traffic and tunnel systems. You will act as single point of contact between installation partner, Trafikverket, and our client, ensuring faults are escalated and resolved through the proper channels.

The role is process-driven: manage escalations, monitor KPIs, coordinate first- to third-line support, and report performance to Trafikverket.

Qualifications

• Experience in service delivery, service coordination, technical support or escalation management within traffic systems, ITS, tunnel systems, infrastructure, telecom or a comparable technical environment.
• A technical background, for example in electrical engineering, automation, control systems or telecom, with enough system understanding to assess faults and escalations.
• Structured and process-oriented, comfortable working with KPIs, service levels and escalation procedures.
• Experience coordinating multiple stakeholders, subcontractors and service organisations.
• Fluent in English, both written and spoken.

Responsibilities

• Act as the main interface between the installation partner and our client’s technical support teams for service and maintenance.
• Own the escalation process for second- and third-line support: ensure escalations follow the agreed process and criteria.
• Coordinate with first-line maintenance to evaluate escalation needs.
• Follow up faults, troubleshooting and corrective actions from a process perspective.
• Maintain an overview of open service cases, priorities and status.
• Monitor recurring or complex technical issues and coordinate resources in Sweden and internationally.
• Follow up the planning of preventive maintenance.
• Report process KPIs to Trafikverket and ensure clear communication among all parties.

Skills

Service delivery

Coordination

Escalation management

Process ownership

Stakeholder management

English fluency

Education

Electrical engineering

Automation

Control systems

Telecom

Tools

ITIL knowledge

Job description

Start: ASAP
Duration: 12 months plus possibility to extend
Location: Stockholm and different sites around Stockholm

Our client is a global technology company delivering advanced solutions for large-scale infrastructure projects. As part of one of Sweden’s most significant infrastructure developments, the company is responsible for the traffic and tunnel installation systems within a major tunnel project.

We are looking for a Service Delivery Coordinator who acts as the single point of contact for service and maintenance matters between the installation partner, Trafikverket and our client (which is engineering the electrical solutions).

This is a process and coordination role. You make sure faults are handled, escalated and resolved through the right channels and based on the right criteria, and you report on process performance to Trafikverket. You do not carry out maintenance yourself, but you understand the systems well enough to judge whether an escalation is justified.

Main responsibilities

• Act as the main interface between the installation partner and our clients technical support teams for service and maintenance, including third-line escalations and needs identified by the installation partners.
• Own the escalation process for second- and third-line support: ensure escalations follow the agreed process and criteria, and that engineers and the site team are not approached outside of it.
• Cooperate closely with the service and maintenance organisation responsible for first-line maintenance: identify needs and evaluate whether escalations are made based on the right criteria.
• Follow up faults, troubleshooting, corrective actions and escalations from a process perspective.
• Maintain an overview of open service cases, priorities and status.
• Monitor recurring or complex technical issues and coordinate the appropriate technical resources in Sweden and internationally.
• Follow up the planning of preventive maintenance.
• Report process KPIs to Trafikverket.
• Be the go-to person for questions regarding support processes.
• Ensure clear communication and documentation between all parties involved.
• Support the transition from installation into the operational maintenance phase after SAT5.

Job requirements

The role covers traffic and tunnel systems, including cameras, technical cabinets, loudspeakers, tunnel sensors, communication and control systems, and associated equipment.

Your profile

• Experience in service delivery, service coordination, technical support or escalation management within traffic systems, ITS, tunnel systems, infrastructure, telecom or a comparable technical environment.
• A technical background, for example in electrical engineering, automation, control systems or telecom, with enough system understanding to assess faults and escalations.
• Structured and process-oriented, comfortable working with KPIs, service levels and escalation procedures.
• Experience coordinating multiple stakeholders, subcontractors and service organisations.
• Fluent in English, both written and spoken.

Meriting

• Experience from Trafikverket projects or operation and maintenance contracts.
• Experience from the transition between installation/commissioning and operation.
• Knowledge of ITIL or a similar service management framework.
• Knowledge of the Swedish language: spoken and written