Service Delivery Manager

3 days ago

Stockholm, Sweden Roboyo GmbH Full time

Be part of a team that is successfully implementing the most advanced and intelligent technologies for our customers. We are currently looking for an experienced Service Delivery Manager to join our team in Sweden (Our Office is located in Stockholm).

As our new Service Delivery Manager, you will be at the forefront of implementing the most advanced technologies for our customers. Your mission is to ensure exceptional service delivery, meet financial targets, and create a sustainable work environment for your team.

Within this role, your responsibilities and tasks will include:
  • Establish the right environment and assembling the right team to deliver on client commitments and expectations. 
  • Ensure transparency and performance visibility to the client and to Roboyo leadership. 
  • Ensure engagement data is continuously and accurately being gathered and published to the relevant stakeholders. 
  • Monitor ticket dashboard and prioritizing tasks for service delivery team members to ensure SLAs are satisfied. 
  • Publish periodic reports to client stakeholders, other members of the engagement team, and Roboyo leadership and governance groups to provide full transparency into performance of the service objects under care and performance of the Roboyo managed services team. 
  • Ensure the lead engineer is consistently enforcing adherence to standards and best practices and has a complete quality assurance process in place. 
  • Ensure the service delivery team has access to required systems, tools, environments, and client experts to efficiently perform their work. 
  • Ensure the necessary environments, tools, pipelines, and test data are in place to properly test and deploy service objects into production. 
  • Ensure the service delivery team is frequently and consistently updating tickets with the latest information as they progress through diagnosis and resolution. 
  • Monitor the performance of service objects and the performance of the service delivery team to ensure service level commitments are satisfied. 
  • Ensure that clients receive services commensurate with their resource allocation every month, leveraging extra time on months where incidents or client-driven requests are low to provide proactive services where possible. 
  • Ensure all engagement members submit all timesheets every week, with at least 40 hours, and reflecting what engagements and items were worked on as accurately as they are able. 
  • Log into client systems for every engagement they are assigned to at least once every thirty days and quickly checking in on the service objects to ensure they stay up to date and keep their client accounts active. 
  • Handle exceptional conditions and collaborating with client stakeholders to resolve them successfully. 
  • Schedule review sessions business stakeholders and the Business Analyst to gather feedback and identify improvement opportunities. 
  • Coordinate with IT stakeholders and the Business Analyst to manage system changes and service updates. 


Requirements
  • Relevant experience in technical service delivery and programming IT solutions, preferably with .NET, C#, VBA, Java, PowerShell or Python
  • Relevant experience with automation technologies (Blue Prism, Automation Anywhere, UiPath, etc.).
  • Excellent communication skills and social competence for establishing and maintaining strong relationships with leadership, peers, direct reports and customers
  • Team player attitude with willingness to learn new skills related to new automation and digitization topics, such as AI, low code, IDP
  • Understanding of customer processes and willingness to bring forward improvement ideas
  • Able to deal with challenging customer and staffing issues in a professional and supportive manner and to see these through to resolution
  • Fluent in English and Swedish. Additional languages a plus



Benefits
  • Competitive salary package
  • 30 days paid vacation
  • Recognition and reward for individual and team achievements  
  • Regular team events
  • You’ll love coming to our cozy office to meet your colleagues
  • Significant opportunities for skills development and career progression including individual development plan with career coaching
  • Global mobility


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