Service Delivery Manager

Jobtailor; Luleå kommun; On-site; SEK 700,000 - 950,000; Full time

Benefits offered by this job

Hybrid work

30 days paid leave

Private health insurance

Retirement savings

Job summary

Future Ordering is seeking a Service Delivery Manager to lead customer delivery projects from onboarding through to platform go-lives and add-ons. You will coordinate with customer stakeholders and internal teams to ensure on-schedule, on-spec delivery and drive platform adoption.

You will guide customers using deep platform knowledge, contribute to process improvements, and maintain strong communication with head-office stakeholders across product, development, and support teams.

Qualifications

• +3 years of experience in a Service Delivery Manager, Technical Account Manager, Technical project manager or similar customer-facing role.
• Strong technical understanding and ability to work with development, support and customer teams.
• Proven experience leading onboarding, roll-outs or delivery initiatives with multiple stakeholders.
• Strong stakeholder management with credibility across technical and non-technical contacts.
• Clear, confident communicator; able to produce customer-facing documentation and updates.
• Well organized with ability to manage multiple parallel projects.
• Experience from restaurant, hospitality or franchise sectors is an advantage.
• Fluent in English and Swedish.

Responsibilities

• Lead and own customer delivery projects from onboarding to go-lives and add-on initiatives.
• Plan, coordinate, and follow up on project execution to meet scope, timeline and quality.
• Maintain ongoing communication with customer product owners and operational teams at head office.
• Coordinate with development, support and customer teams to ensure alignment and on-spec delivery.
• Apply platform knowledge to guide customers and internal teams toward best outcomes.
• Identify and propose improvements to processes, runbooks, and enablement resources across teams.
• Identify opportunities to maximize customer value and platform adoption.

Skills

Technical delivery

Stakeholder mgmt

Onboarding leadership

Communication

Project coordination

SaaS

English

Swedish

Job description

At Future Ordering we are providing a digital ordering platform for global restaurant brands. We have for almost ten years been working restlessly to create a platform to disrupt the global Food and Beverage industry. Today we are running in ten countries with millions of transactions per month, attracting renowned restaurant brands such as Max Burgers, KFC, Burger King, Bastard Burgers and Sushi Yama.

About The Role

The Service Delivery Manager leads and owns the full scope of customer delivery projects at Future Ordering — from onboardings and platform go‑lives through to installations, migrations, roll‑outs, and add‑on initiatives — taking end‑to‑end accountability for scope, timeline, and quality.

Central to the role is maintaining close communication with customer stakeholders at head office level while coordinating across internal development, support, and customer‑facing teams to keep technical and operational efforts aligned and commitments on track.

Beyond execution, the SDM brings deep platform knowledge to guide customers and internal teams toward the right outcomes, actively contributes to improving processes, documentation, runbooks, and enablement resources, and keeps a constant eye on opportunities to deepen customer value and platform adoption.

Responsibilities

• Lead and own customer delivery projects — onboardings, platform go‑lives including installations, migrations, roll‑outs, and add‑on initiatives.
• Plan, coordinate, and follow up on project execution to ensure delivery according to agreed scope, timeline, and quality.
• Maintain close, ongoing communication with customer product owners and operational teams at head office level to anticipate and address delivery needs.
• Coordinate across Future Ordering's development, support, and customer teams to ensure technical and operational alignment — driving timely, on‑spec delivery of commitments made to customers.
• Apply deep knowledge of the Future Ordering platform — its capabilities, limitations, processes, and best practices — to guide customers and internal teams toward the best possible outcomes.
• Identify, propose, and where agreed take ownership of improvements to processes, documentation, runbooks, feature requests, and enablement resources — working collaboratively across Customer Success, Service Delivery, and Support to raise the quality of how Future Ordering serves its customers.
• Identify opportunities within delivery projects to help customers maximise value and adoption of the platform.

Requirements

• +3 years of experience from a Service Delivery Manager, Technical Account Manager, Technical project manager or similar customer‑facing role within a SaaS or software environment.
• Strong technical understanding, with the ability to work closely with development, support, and customer teams in delivery projects.
• Proven experience leading customer onboarding, roll‑outs, or delivery initiatives involving multiple technical and operational stakeholders.
• Strong stakeholder management skills, able to build credibility with both technical and non‑technical customer contacts.
• Clear and confident communicator, comfortable producing customer‑facing documentation, project updates, and delivery documentation.
• Well organized, with the ability to manage multiple parallel projects and competing priorities.
• Experience from the restaurant, hospitality, food service, or franchise sector is an advantage.
• Fluent in English and Swedish is a requirement.

What You Would Get At Future Ordering

• A fair and competitive salary.
• Secure employment with retirement savings and pension plans, private health insurance and self‑improvement benefits.
• Hybrid work situation where we offer a mix of working from home and from our appreciated office environment with your colleagues.
• Exercise during working hours and competitive wellness allowance.
• 30 days of paid leave.
• A collaborative workplace culture that encourages curiousness and taking responsibility.

We are embracing you just like you are

Our team and culture is our absolute greatest asset. We want to strive for diversity, and we welcome all applications regardless of gender, gender identity, ethnicity, background, religion, sexual orientation, age or functional variation. We are fostering a culture of curiosity, problem solving, communication and sharing our skills with each other to reach our goals together as a team. We support each other, evolve and grow together.