Senior Service Delivery Manager

5 days ago

Copenhagen, Copenhagen, Denmark Nuuday Full time
Senior Service Delivery Manager

Senior Telco Service Delivery Manager to Nuuday

In Nuuday Infrastructure & Operations, we support our colleagues by continuously focusing on providing the right IT services in the right quality at the right time by following our transformation plan, market trends, and delivering on business needs.

About the Role

You will be a part of the Nuuday Service Excellence team, which primary responsibility is to ensure end-to-end integration, collaboration, management, and governance with our major IT and Telco service suppliers supporting the supply chain of products for the business.

This role focuses on Telco services delivered by TDCNet and other utility partners in Denmark.

This is an exciting opportunity to join us, as we are currently working on transforming our Service Management area from a classic setup into a modern approach. As part of this, you will be actively involved in building the operating model and roadmap for Service Management Services with stakeholders, both within Nuuday and the external service providers you are Service Delivery Manager towards.

What you'll do

  • You will be a central part in developing, implementing, and continuously improving a modern way of working within the IT Service Management area in Nuuday. Some of your key responsibilities will be to:
  • Be process owner across Nuuday and external service provider for one or more ITSM processes.
  • Collaborate closely with Nuuday stakeholders to ensure alignment of expectations and high level of service satisfaction.
  • Monitor and report on service delivery as per agreed service levels and act on breaches.
  • Promote initiatives for improvements within the processes and services you are responsible for.
  • Plan and manage the reporting and operational board meetings with the suppliers in scope and key Nuuday stakeholders.
  • Ensure high degree of user adoption of services and processes in scope for your service delivery area.
  • Create and nourish a collaboration culture built on 'win-win' with the suppliers in your service delivery area.
  • Guide within the operational service management services e.g., evaluate risk of major change request on release and deployment.
  • Document and maintain required information in the CMDB for your service area.
  • Act as the coordinator and escalation point between business & technology for issues, requests, and changes.
  • Oversee test and transition of services from the suppliers.

Who You'll be doing it with

  • We are a team of highly skilled ITSM professionals with deep Telco knowledge and experience.
  • The team consists of other Senior Service Delivery managers and reports to the VP of IT Operations at Nuuday.
  • On a daily basis, you will have interactions both with various operational and tactical stakeholders at the suppliers as well as both within Nuuday IT and the Nuuday business for your services in scope.
  • We work structured with e.g., governance fora, process adoption end-to-end, comprehensive testing as part of transition and follow-up on deliveries.

How You'll Be Doing It

  • Understand how to operate and improve collaboration with supplier, based on existing contract.
  • Understand the operational environments of the services provided, both from technical and process perspectives.
  • With an end-to-end collaborative approach, together with colleagues within the IT & Technology areas, you'll have the ability to influence and align stakeholders.
  • As a highly motivated self-starter, with the capability to communicate with stakeholders across all levels of the organization. Facilitate a good relationship and a high level of visibility among the involved parties, where you coordinate, manage, motivate, and maintain an overview of the services and the deliverables according to the underlying contract. Act as the link between our business lines and Suppliers.
  • Perform Service Assurance by a data-driven approach.

Who we are looking for

  • You'll have previous experience in designing and coordinating the transition of services and working with 3rd Party suppliers.
  • Experience with Service and Integration Management (SIAM), Service Delivery Management or similar.
  • 3-5 years of relevant experience in complex organizations with focus on SLA requirements and controlling of contract usage including performance/capacity invoice control.
  • Telecommunications industry experience is necessary.
  • Strong cross-collaboration and alignment skills, e.g., with different business units including ownership of processes within the ITIL and SIAM framework.
  • Ability to challenge status quo and optimize ways of working.
  • Process-oriented and continuously looking for improvements of how to push the limit of "what good looks like" from a business perspective.
  • Ensures that mistakes are considered opportunities for learning – 'blameless postmortem'.
  • Analytical and fact-oriented, able to translate analysis into insights that can be presented at relevant governance forum.
  • Able to communicate complex topics in a clear and concise manner is required orally and in writing (both in Danish and English).

Application: It is not necessary to attach a cover letter, but please include a brief introduction in your CV about why you are applying for this position. To ensure a fair and inclusive recruitment process, we kindly ask you to refrain from adding a photo to your CV.

Application date: 21. April 2025

Contact person: Peter Jayatissa on pjay@nuuday.dk

Work location: Teglholmsgade 1, København or Sletvej 30, Århus


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