Service Delivery Manager; Swedish speaking

• Full-time
• Compensation: EUR 3,917 - EUR 53,875 - yearly

Meet Unit4 . With over 40 years of heritage, we’re an agile, fast growing, Cloud company that is on a mission to redefine Enterprise Resource Planning (ERP) for mid-market people-centric organisations.

With our innovative, self-driving, adaptive and intuitive software, our customers can spend more time on meaningful high-value work.

At the heart of what we do lies a simple yet profound purpose:
Improve how people work by focusing on what truly matters.— A powerful statement that enables different priorities for different people.

We’re shaping
how work should feel
, and we empower our people by providing them with the right tools to achieve the autonomy they need - it's what makes us unique.

Job Description

The Service Delivery Manager (SDM) is responsible for the successful operational delivery, governance and continuous improvement of recurring customer engagements across Managed Application Services (MAS), Product Administration Services (PAS), Product Monitoring Services (PMS) and other recurring services requiring service delivery management.

Acting as the primary operational customer-facing lead for the managed service
, the SDM ensures that services are delivered effectively, performance is transparent, risks and escalations are actively managed, and customers receive a consistent and high-quality service experience.

As Unit4 continues its transformation towards the Success4U delivery model, the SDM plays an important role in helping customers transition from traditional service engagements to scalable, outcome-focused recurring services. Working closely with Customer Success Managers, Account Management and delivery teams, the SDM connects operational service performance with the customer's broader success objectives and identifies opportunities for continuous improvement.

The SDM owns service governance, operational customer relationships, service performance oversight, risk and escalation management, service reviews, consumption and scope awareness, and continuous improvement across an assigned portfolio of customer engagements. The SDM also provides operational insight and evidence to support customer health, retention, expansion and renewal activities, while strategic customer ownership, success planning and commercial ownership remain with the appropriate Customer Success and commercial roles.

Key Responsibilities

Own the operational service relationship for an assigned portfolio of customers, acting as the primary point of contact for service delivery, governance and operational escalations.

Ensure effective delivery of recurring services in line with agreed service scope, SLAs, KPIs and customer commitments, providing clear visibility of performance and areas requiring action.

Lead service governance and operational service reviews
, communicating service performance, consumption, risks, escalations, improvement priorities and agreed actions. The broader strategic customer relationship and Success Plan remain with Customer Success.

Monitor service performance, customer satisfaction, consumption, case health and operational customer signals
, using data and customer feedback to identify risks and drive continuous improvement.

Identify, manage and escape service delivery and customer-retention risks
, ensuring the appropriate Customer Success, Account Management and delivery stakeholders are engaged where strategic, commercial or renewal action is required.

Collaborate across Delivery, Support, Cloud Operations, Customer Success, Product, Consulting and Account Management to coordinate effective service delivery and support successful customer outcomes.

Maintain oversight of contracted service…