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Service Delivery Manager

2 months ago

Lisbon Falls, Maine, United States Careerxtra Full time
Job Title: Service Delivery Manager - Swedish Speaking

We are seeking a highly skilled Service Delivery Manager to join our team at Careerxtra. As a Service Delivery Manager, you will be responsible for ensuring the smooth delivery of services to our clients, while also driving business growth and customer satisfaction.

Key Responsibilities:
  • Service Management Reviews: Partner with key client stakeholders to establish and maintain regular service management reviews, ensuring that services and performance align with the clients business goals.
  • Contract Oversight: Coordinate regular contract reviews, documenting any potential changes or decision points, and providing updates to the account team for further action.
  • Customer Health Monitoring: Maintain a comprehensive view of customer health, conducting regular reviews with key stakeholders to address any issues, identify future opportunities, and ensure contract compliance.
  • Customer Enablement: Manage customer enablement duties, including overseeing provider portals, training, access requests, and addressing ongoing customer needs.
  • SLA and KPI Management: Assess service levels, conduct trend analysis, and provide detailed reporting. Collaborate with service assurance delivery and finance teams to recommend and implement service improvement plans when necessary.
  • Process Enhancement: In collaboration with Operations, Service Delivery, and the customer, continuously seek opportunities to enhance processes, streamline operations, and drive collective performance improvements.
Requirements:
  • Education: Bachelor's or Master's degree in a related field.
  • Language Skills: Fluent in Swedish and English (C1 level or higher).
  • Experience: Proven experience in Customer Success, Account Management, or a similar role, preferably within the Telecom, Finance, or BPO sectors.
  • Skills: Strong experience with service management reviews, contract review, and account management, customer enablement, and performance reporting.
  • Mindset: Detail-oriented with excellent organizational skills and the ability to manage multiple priorities in a fast-paced environment.
What We Offer:
  • Stability: Permanent contract with a competitive salary.
  • Comprehensive Benefits: Private health and life insurance from day one.
  • Work-Life Balance: Standard working hours from Monday to Friday with a hybrid work model available after completing 15 weeks of onsite training.
  • Meal Support: Meal allowance provided on a card or voucher for your convenience.
  • Growth Opportunities: Engage in a dynamic work environment with ongoing opportunities for professional growth and development.