Service Delivery Manager

Are you ready to bring your innovative perspective and creative skills to ASSA ABLOY AB? Join our team in Malmö and enjoy a collaborative culture that empowers you to build a career you can be proud of. What you would do as our Service Delivery Manager – Information Security The Service Delivery Manager ensures that IT services are delivered effectively, reliably, and in line with business needs and contractual commitments. As the key link between technical teams, vendors, and stakeholders, the SDM oversees service performance, manages SLAs, and ensures adherence to ITIL best practices. The role focuses on maintaining high customer satisfaction, building strong client relationships, and ensuring smooth daily operations across Group Information Security services such as Risk, Compliance, and Awareness. The SDM monitors KPIs, manages incidents and changes, drives continuous improvement, and ensures compliance with governance and internal standards. Strong cross-functional collaboration is essential, as the SDM coordinates with internal teams, partners, and stakeholders to secure timely delivery and resolve dependencies. While not a formal people leader, the role requires the ability to influence teams, facilitate alignment, and support knowledge sharing. Overall, the SDM plays a critical role in ensuring stable service delivery, operational transparency, and the ongoing improvement of processes and service quality. The role reports to the Group Information Security Manager. You would also: • End-to-end Service Management: Oversee daily delivery of Group Information Security services (Risk, Compliance, Awareness), manage incidents, problems, and changes, ensure SLA compliance, and monitor service performance and KPIs. • Governance & Continuous Improvement: Lead service reviews, support audits and compliance checks, identify improvement opportunities, and drive process optimisation aligned with ITIL and organizational standards. • Stakeholder & Customer Management: Act as primary point of contact for clients, vendors, and internal teams, translate technical details into business insights, and maintain strong, trust-based relationships. • Cross-Functional Coordination: Collaborate with security, IT, legal, compliance, business units, and vendors to resolve dependencies, manage escalations and risks, ensure service continuity, and secure seamless delivery. • Operational Enablement: Support resource planning, onboarding, and knowledge management, maintain documentation access, and ensure alignment across teams involved in delivering services and projects. The skills and experience you need We are looking for someone who: • Holds a Bachelor’s degree in Cybersecurity, Information Technology, or a related field (or equivalent practical experience in IT service management). • Possesses significant experience in IT service management or service delivery within a complex, global IT environment, including responsibility for SLAs and service performance. • Demonstrates solid practical knowledge of ITIL processes (Incident, Problem, Change, and Request Management) and experience working within established governance frameworks. • Has experience coordinating cross-functional delivery teams and managing vendor relationships in a multi-stakeholder setting. • Has experience monitoring KPIs, interpreting service data, and driving service improvements, with beneficial exposure to information security, compliance, governance, or audit processes. The role requires a strong communicator who can translate technical information into clear, business-oriented insights for both technical and non-technical stakeholders. Excellent stakeholder management skills are essential, as the person must be confident enough to handle pushback while maintaining collaborative and trustful relationships. We are also open to a junior candidate with some IT background, provided they have the right personality – someone communicative, service-minded, structured, and eager to learn. The ideal candidate enjoys acting as the link between the client and IT, coordinating information, aligning expectations, and ensuring smooth collaboration across teams. Since the role operates without formal personnel responsibility, the ability to influence, align, and drive progress across diverse stakeholders is crucial. A proactive and analytical mindset, strong problem-solving abilities, and sound decision-making are important, along with adaptability and resilience in a fast-moving environment. Experience from a global matrix organization is highly meritorious. What we offer We’re passionate about providing amazing opportunities and benefits, so you can continue and progress a lifelong career with us – here’s what we have to offer: • Learning and career development opportunities, whether it’s online learning, management training or enhancing your skills. • A competitive salary and incentive schemes. • Modern infrastructure. We review applications regularly, so don’t wait We are building diverse, inclusive teams, and encourage applications from everyone who can see themselves working with us. Just set up your profile and apply here. To make sure your personal data is safe, we don’t look at any applications sent by email or post. If you have any questions about the role or the process, email Mona Yusefi, Talent Acquisition Business Partner, at mona.yusefi@assaabloy.com Depending on the risk profile for the role, a background screening will need to be performed. Final candidates may therefore be subjected to a background screening. The performance of the background check is subject to consent and based on our Applicant Privacy Notice. Let’s create a safer and more open world - together To find out more about us, visit www.assaabloy.com We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities.