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Service Delivery Manager for Pharma Solutions

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Extenda Retail has a strong and market leading position in the Swedish and Norwegian pharmacy segment and aims to be the strongest and leading software provider in the international market.

Pharma is closely connected to the retail business, but also has a strong connection to healthcare and welfare. To create benefits for the pharma segment and synergies for the different pharma customers, the Pharma Solution unit gathers domain knowledge and skills into one organisational unit within Extenda Retail.

We are well-positioned to win new business on a global scale. We are driven by our mission to simplify shopping and our commitment to ensure 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 for successful delivery of services and managing the relationship for a selection of Pharma clients. You will work with strategic initiatives to stabilize our service delivery by improving, streamlining and further developing the process. To be successful in the role we think that you have experience from working with pharma solutions and have domain knowledge of the pharmacy segment. 

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

Responsibilities as Service Delivery Manager

  • Monitor, report and follow up on services and orders to customer and client teams
  • Monitor that agreements for service delivery are up to date and implemented internally and with partners
  • Constitute and follow up the plan for delivery and operations and establish it both internally and with customer
  • Convene and participate in forums with customers about reporting operations, application management and support
  • Act as Change Manager, according to the ITIL process
  • Take part in budget work and forecasting
  • Monthly follow up on the SLA  in cooperation with the Incident Manager and, if necessary, also participate in action planning
  • Take part in meetings with customer and teams from different parts of the organization
  • Monitor quality of what is installed in production and the influence on service delivery, and 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 partners and other 3rd party suppliers in the ongoing delivery
  • Manage and take part in work regarding 3rd line support as well as investigation of issues where expertise from 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 enjoys sharing 

knowledge and experience, with the ability to assist in training both clients and internally on the client needs

A natural leader with the ability to influence and coach

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

A thorough person interested in streamlining and optimizing service deliveries with the drive for continuous development of 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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Or, know someone who would be a perfect fit? Let them know!


Lindhagensgatan 94
112 18 Stockholm Directions info@extendaretail.com


KNOWLEDGE: We know our products, our customers, our services and our market


CURIOSITY: We want to innovate, know more and understand

TRUST: We see people as able, having good intent and showing accountability

COURAGE: We focus on long term results and quality

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