Service Delivery Manager

Svenska Rymdaktiebolaget Esrange; Kiruna kommun; Hybrid; SEK 700,000 - 900,000; Full time

Benefits offered by this job

Wellness allowance SEK 5,000 per year

Health benefits and regular healthチェック

Collective Agreement with pensions and

Job summary

SSC Space in Kiruna is seeking a Service Delivery Manager to join the Service Assurance team, ensuring performance across satellite customer contracts and overseeing lifecycle management and renewals.

The role requires a technical background, strong communication, contract management skills, and the ability to collaborate across internal teams. You’ll monitor service performance, produce reports, and drive service reviews in a global, space-focused environment.

Qualifications

• Bachelor’s degree in a scientific/technical field or equivalent experience managing technical customer accounts.
• Experience working directly with customers in a technical or service-oriented environment.
• Strong understanding of technical systems and operational instructions.
• Proficiency in MS Excel, PowerPoint and SharePoint.
• Excellent communication and documentation abilities.
• Highly structured and organized approach.
• Business-oriented mindset with customer focus.
• Strong analytical abilities; able to interpret technical data.
• Self-driven with the ability to work independently.
• Effective team collaborator.
• Due to the high security classification of this role, EU citizenship is required.
• Driver’s license.

Responsibilities

• Serve as the main operational point of contact for assigned customers.
• Monitor and track service performance across customer contracts.
• Prepare and deliver regular internal and external performance reports.
• Conduct internal and external service reviews and support preparations for contract renewal.
• Identify and manage scope creep, ensuring additional requests are properly evaluated and not accepted by default.
• Follow up on service-related incidents and initiate internal escalation when required.
• Ensure timely and accurate incident reporting to customers.
• Oversee contract fulfilment and adherence to service commitments throughout the lifecycle.
• Provide input for customer invoicing and oversee accuracy of billable service components.
• Support project establishment and service lifecycle transitions.
• Coordinate with internal sales, engineering, operations, and management stakeholders.
• Trigger internal escalation processes to resolve service delivery risks.
• Drive service review actions and follow up to completion.

Skills

Customer focus

Contract management

Communication

Documentation

Analytical abilities

Self-driven

Team collaboration

Structured and organized

EU citizenship

Driver’s license

Education

Bachelor’s degree in a scientific/technical field or equivalent experience managing technical customer accounts

Tools

MS Excel

PowerPoint

SharePoint

JIRA

Job description

Welcome to SSC Space, the perfect workplace for those passionate about technology in general and space in particular. With space organizations, research institutes, institutional and commercial actors as customers, we offer specialist expertise in satellite communications, space consulting services, rocket and balloon systems, flight test services, satellite propulsion systems, and much more. SSC Space also operates one of the world’s largest global networks of ground stations for satellite communications and owns and operates the Esrange Space Center in Kiruna, northern Sweden, with the aim of launching satellites soon.

As a Service Delivery Manager and as a part of our Service Assurance team, you will play a vital role in ensuring service performance and managing the lifecycle of contracts for our satellite communication customers. We are looking for a dedicated individual who shares our core values: Customer Passion, Care, Collaboration, Curiosity, and Courage.

The Service Delivery Manager is responsible for ensuring successful execution and performance of customer contracts. This role is the primary operational interface for our satellite communication customers, responsible for monitoring and reporting service performance, managing incidents, and facilitating contract renewals.

Join us on this journey of innovation and exploration where your skills can make a significant impact in our dynamic and globally-connected environment. Apply now and be part of the team that's revolutionizing satellite services!

Job Requirements

• Bachelor’s degree in a scientific/technical field or equivalent experience managing technical customer accounts.
• Experience working directly with customers in a technical or service-oriented environment.
• Strong understanding of technical systems and operational instructions.
• Proficiency in MS Excel, PowerPoint and SharePoint.
• Excellent communication and documentation abilities.
• Highly structured and organized approach.
• Business-oriented mindset with customer focus.
• Strong analytical abilities; able to interpret technical data.
• Self-driven with the ability to work independently.
• Effective team collaborator.
• Due to the high security classification of this role, EU citizenship is required.
• Driver’s license.

Preferred Experience

• Contract management Experience.
• JIRA.

Job Responsibilities

Service Performance & Customer Interface

• Serve as the main operational point of contact for assigned customers.
• Monitor and track service performance across customer contracts.
• Prepare and deliver regular internal and external performance reports.
• Conduct internal and external service reviews and support preparations for contract renewal.
• Identify and manage scope creep, ensuring additional requests are properly evaluated and not accepted by default.
• Follow up on service-related incidents and initiate internal escalation when required.
• Ensure timely and accurate incident reporting to customers.

Contract Execution

• Oversee contract fulfilment and adherence to service commitments throughout the lifecycle.
• Provide input for customer invoicing and oversee accuracy of billable service components.
• Support project establishment and service lifecycle transitions.

Internal Collaboration

• Coordinate with internal sales, engineering, operations, and management stakeholders.
• Trigger internal escalation processes to resolve service delivery risks.
• Drive service review actions and follow up to completion.

Job Benefits

• A unique opportunity to contribute to a wide range of projects and play an active role in both the Swedish and international space industry.
• An excellent opportunity for personal and career development.
• An exciting, international workplace characterized by an open atmosphere and proud employees all over the world.

Additional Benefits

• In addition to vacation and traditional public holidays, we offer extra paid leave throughout the year, such as time off between Christmas and New Year, Ascension Day, amounting to 6‑11 extra days depending on the calendar.
• Wellness allowance of SEK 5,000 per year.
• Health benefits such as voluntary health insurance and regular health checks for eligible employees.
• Access to a benefit bike through a tax‑efficient leasing program.
• Support for employee‑driven activities that promote connection, health, and culture across teams.
• Collective Agreement, including good pensions plans, parental pay and insurance.

Location

This is a permanent full-time position located preferably in Kiruna. For the right candidate there will also be a possibility working from our office in Solna, Stockholm.

Further Information

For questions regarding employment terms or union‑related matters, you are welcome to contact our union representatives.