Service Delivery Manager, Swedish Speaking

• 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

• 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

• 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