Service Delivery Lead - Traffic & Tunnel Systems

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

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.