Service Delivery Manager (Swedish speaking)

Unit4

10d

About The Position

The Service Delivery Manager (SDM) is responsible for operational delivery, governance, and continuous improvement of recurring customer engagements across Managed Application Services (MAS), Product Administration Services (PAS), Product Monitoring Services (PMS), and other recurring services requiring service delivery management. As the primary operational customer-facing lead for managed services, the SDM ensures effective service delivery, transparent performance, active risk and escalation management, and a consistent, high-quality customer experience.

As Unit4 transitions toward the Success4U delivery model, the SDM helps customers move from traditional service engagements to scalable, outcome-focused recurring services. The role works closely with Customer Success Managers, Account Management, and delivery teams to connect operational service performance with customer success objectives and identify improvement opportunities. The SDM owns operational customer relationships, service governance and performance oversight, service reviews, risk and escalation management, awareness of consumption and scope, and continuous improvement across an assigned customer portfolio. The role also provides operational insight and evidence to support customer health, retention, expansion, and renewal activities; strategic customer ownership, success planning, and commercial ownership remain with the appropriate Customer Success and commercial roles.

Requirements

• Bachelor's degree or equivalent professional experience.
• At least 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.
• Fluency in Swedish and English, with excellent verbal and written communication skills in both languages.
• Commercial awareness and experience with 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.

Nice To Haves

• Experience with ERP, enterprise software, or cloud applications is 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.
• Commercial awareness focused on retention, adoption, and recurring revenue growth.
• Comfort working through organizational change and transformation initiatives.
• Passion for improving customer experiences and driving successful outcomes.
• Trusted-advisor approach that balances customer advocacy with business priorities.
• Continually seeks best practices and opportunities to improve service delivery and customer success.

Responsibilities

• Own the operational service relationship for an assigned customer portfolio and act as the primary contact for service delivery, governance, and operational escalations.
• Ensure recurring services are delivered in line with agreed scope, SLAs, KPIs, and customer commitments, and communicate performance and required actions.
• Lead operational service governance and reviews, covering performance, consumption, risks, escalations, improvement priorities, and agreed actions.
• Monitor service performance, customer satisfaction, consumption, case health, and operational customer signals, using data and feedback to identify risks and drive improvement.
• Identify, manage, and escalate service delivery and customer-retention risks, engaging Customer Success, Account Management, and delivery stakeholders when strategic, commercial, or renewal action is needed.
• Collaborate with Delivery, Support, Cloud Operations, Customer Success, Product, Consulting, and Account Management to coordinate service delivery and support customer outcomes.
• Oversee contracted scope, consumption, service commitments, and operational milestones; identify deviations and risks early and escalate through appropriate governance channels.
• Provide operational insight and evidence to support Customer Success in value, adoption, and Success4U discussions.
• Identify service needs, gaps, and potential growth opportunities through customer interactions and reviews, and share them with Customer Success and Account Management for qualification and commercial follow-up.
• Maintain accurate service records, governance documentation, risks, actions, consumption information, and reporting in the appropriate systems.
• Coordinate delivery across internal teams, ensuring effective handovers, clear ownership, appropriate escalation, and alignment with customer priorities.
• Support retention and renewal readiness by monitoring service satisfaction and performance, identifying risks, and providing operational evidence to Customer Success and Account Management.
• Maintain commercial awareness of service engagements, including contracted scope, consumption, points redemption, and delivery risks, supporting forecasting and margin awareness while designated commercial roles retain approval and contract ownership.
• Support compliance with contractual commitments, governance requirements, and company policies, escalating potential compliance or contractual risks to the appropriate owner.
• Drive continuous improvement using service data, customer feedback, case trends, and operational insights to coordinate improvements to recurring services and delivery practices.
• Share knowledge, best practices, and customer insights across the Recurring Services organisation to improve consistency, scalability, and customer experience.

Benefits

• Attractive salary.
• Unlimited vacation policy.
• Personal and professional growth investment.
• Freedom and autonomy to achieve results.
• Opportunity to participate in the development of an international leading software firm.
• Challenging international environment.
• Enthusiastic colleagues who learn from one another.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior