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Service Delivery Manager

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Extenda Retail is a leading software provider to global retailers. We lead major retail chains through their digital business transformation by delivering innovative solutions and services that are empowering the retail technology revolution. Extenda Retail was born out of the merger of Visma Retail and Extenda, two dominant forces in the retail technology marketplace. We have an extensive customer base across the Nordics and throughout Europe with our solutions deployed in over 35 countries.

Extenda Retail is well positioned to win new business on a global scale. We are driven by our mission to simplify shopping and our commitment to ensuring that current and future customers thrive in the highly competitive and rapidly changing retail industry.

We are now looking for a Service Delivery Manager

We are seeking a highly motivated Service Delivery Manager to join Extenda Retail. You will have the overall responsibility to successfully deliver services and manage the relationship for a segment of strategic clients. You will work with strategic initiatives to stabilize our service delivery by improving, streamline and further develop the process.

In the role as Service Delivery Manager you find yourself in a central position collaborating with different departments of the company. You will work closely to application management and support as well as project management and sales to coordinate and plan for upgrading projects in the client’s environment and manage incoming orders from customers to ensure that the delivered services is implemented based on agreement. In managing the client relations you work proactively to drive clients towards long term relations by developing both the client’s business as well as ours.

Responsibilities as Service Delivery Manager

  • Monitor, report and follow on services and orders to customer and client teams
  • Monitor that agreements within service delivery is up to date and implemented internally and with partners
  • Constitute and follow-up plan for delivery and operations and establish it both internally and with customer
  • To convoke and participate in forums with customers about reporting operations, application management and support
  • Act as Change Manager according to ITIL-process
  • Take part in work regarding budget and forecasting
  • Monthly follow up on levels of SLA  in cooperation with Incident Manager and if necessary also participate in action plans
  • Take part in meetings with customer and teams from different parts of the organization
  • Monitoring quality of what’s installed in production and influence on service delivery by together with customer reach agreement on changes and point of installation.
  • Make sure that relevant documentation is updated and in place
  • Write requirements and coordinate activities with operational partner and other 3rd party suppliers in the ongoing delivery
  • Manage and take part in work regarding 3rd line support as well as investigation on issues where expertise form application management is needed.

We think you are

A person with great and compelling communication skills with the ability to tailor the message

depending on the audience

A person who appreciates to share knowledge and experience with the ability to assist in educating both clients and internally on client needs of installations

A natural leader with the ability to influence and coach

A person that is comfortable in a customer faced role with experience of participating in client meetings

A thorough person with interest to streamline and optimize the service deliveries with a drive to continuously develop the process

Professional Experience and Qualifications

  • Several years of experience in the role as Service Delivery Manager
  • Experience of working in a role as Project Manager or Program Manager
  • Experience of functioning within service delivery towards external customers
  • Good knowledge of ITIL and perhaps also with certification
  • Great knowledge in Swedish, both verbal and written
  • Fluent in English, both verbal and written

At Extenda Retail you get the opportunity to

Join a workplace with a young and social work environment where you get exciting and professional challenges and work with colleagues with high competencies. You will get the opportunity to work with a Scandinavian based company that operates as market leaders with aggressive plans of market disruptive ambitions. We work in cross functional teams where we are united by our mission of simplifying shopping and drive innovation to the retail market.

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