Service Delivery Manager, Swedish Speaking
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Job Description
Service Delivery Manager overseeing recurring ERP cloud services for strategic customers at Unit4. Managing governance, escalations, retention risks, and continuous improvement.
Responsibilities:
- Own the operational service relationship for an assigned portfolio of customers
- Act as the primary point of contact for service delivery, governance and operational escalations
- Ensure effective delivery of recurring services in line with agreed service scope, SLAs, KPIs and customer commitments
- Lead service governance and operational service reviews
- Monitor service performance, customer satisfaction, consumption, case health and operational customer signals
- Identify, manage and escalate service delivery and customer-retention risks
- Collaborate across Delivery, Support, Cloud Operations, Customer Success, Product, Consulting and Account Management
- Maintain oversight of contracted service scope, consumption, service commitments and operational delivery milestones
- Connect service delivery with customer outcomes and provide operational insight supporting Customer Success
- Identify service needs, gaps and potential growth opportunities
- Maintain accurate service records, governance documentation, risks, actions, consumption information and reporting
- Coordinate service delivery across internal teams, ensuring effective handovers and clear ownership
- Support retention and renewal readiness by monitoring service satisfaction and performance
- Maintain commercial awareness of service engagements, including contracted scope, consumption, points redemption and delivery risks
- Support compliance with contractual commitments, governance requirements and company policies
- Drive continuous improvement using service data, customer feedback, case trends and operational insights
- Share knowledge, best practices and customer insights across the Recurring Services organisation
Requirements:
- Bachelor's degree or equivalent professional experience
- 5+ years of experience in Service Delivery, Customer Success, Managed Services, Consulting, or Enterprise Software
- Proven ability to manage strategic customer relationships and executive stakeholders
- Strong understanding of SaaS, Cloud, Managed Services, and recurring revenue business models
- Experience managing multiple customer engagements simultaneously
- Excellent communication, stakeholder management, and influencing skills
- Fluent in Swedish and English, with excellent verbal and written communication skills in both languages
- Commercial awareness with experience of renewals, contracts, service consumption, and revenue retention
- Ability to identify and manage customer, delivery, and commercial risks
- Experience working across Sales, Support, Product, Consulting, and Delivery teams
- Proven track record of managing escalations and driving successful customer outcomes
- Strong analytical, organizational, and planning skills
- Experience with ERP, enterprise software, or cloud applications preferred
- International customer experience is an advantage
- Customer-first mindset focused on value realization and long-term partnership
- Strong relationship-building and stakeholder management capabilities
- Commercially aware with a focus on retention, adoption, and recurring revenue growth
- Comfortable working through organizational change and transformation initiatives
- Passionate about improving customer experiences and driving successful outcomes
- Known as a trusted advisor who balances customer advocacy with business priorities
- Continuously seeks best practices and opportunities to improve service delivery and customer success
Benefits:
- Employees can work remotely
- Unlimited vacation policy
- Freedom and autonomy to be successful
- Personal and professional growth opportunities
- Challenging international environment
- Enthusiastic colleagues who learn from each other
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