Description
We are looking for a Customer Delivery Manager to join our Managed Services Delivery team in Norway. As a Customer Delivery Manager, you will be the primary point of contact for service delivery and help customers realise the full value of their managed services.
Responsibilities
- Build and maintain trusted relationships with customer stakeholders at operational, management, and executive levels.
- Act as the primary contact for service delivery performance, governance, operational issues, and escalations.
- Lead regular service and business reviews, ensuring clear alignment on priorities, performance, risks, and improvement actions.
- Promote customer satisfaction through proactive communication, transparency, and effective issue management.
- Ensure contracted services are delivered in line with agreed service levels, quality standards, and customer expectations.
- Coordinate cross-functional and geographically distributed teams to enable seamless end-to-end service delivery.
- Lead the resolution of incidents, service requests, risks, and escalations, with clear ownership and follow-through.
- Monitor service health and performance trends, identify root causes, and drive corrective and preventive actions.
- Manage approved Requests for Change and support effective implementation of service or contractual changes.
- Identify opportunities to simplify delivery, improve efficiency, and strengthen customer outcomes.
- Lead continuous improvement and transformation initiatives across the service environment.
- Use service data, customer insight, and operational trends to move from reactive support towards proactive service management.
- Contribute to customer success plans and account roadmaps aligned with the customer’s business priorities.
- Monitor key performance indicators, costs, forecasts, risks, and delivery commitments.
- Support the financial health of the service by identifying cost drivers, reducing avoidable waste, and contributing to recovery plans when needed.
- Identify potential growth or service expansion opportunities and collaborate with the account and sales teams for further assessment.
- Turn operational data and service performance into clear, value-focused customer conversations.
Requirements
- A bachelor’s or graduate degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent practical experience.
- Typically 5–10 years of relevant experience in customer-facing service delivery, IT service management, managed services, business operations, customer success, or a related area.
- Experience working with enterprise customers and complex service environments.
- Experience coordinating multiple stakeholders and leading through influence across functions and regions.
- A strong customer-centric mindset and the ability to build credible, long-term relationships.
- Excellent communication, presentation, stakeholder management, influencing, and negotiation skills.
- Strong analytical and problem-solving capabilities, with sound judgement in complex situations.
- A proactive ownership mindset and the ability to manage multiple priorities in a dynamic environment.
- Commercial awareness and an understanding of service delivery cost, value, and business drivers.
- Digital fluency and confidence using reporting, data, and collaboration tools.
- The ability to work effectively in remote and virtual teams.
- Fluent Norwegian and English, both written and spoken.
Preferred Qualifications
- ITIL, Six Sigma, or another relevant service management or process improvement certification.
- Experience in managed workplace services, infrastructure services, outsourcing, or customer success environments.
- Experience leading transformation or continuous improvement initiatives.