Reporting to: Group Head of Customer Service (based in Denmark)

About the Role

This is a newly established, high-impact leadership position created to strengthen our Service Delivery Management (SDM) function across Denmark, Sweden, and Norway. As Director of Service Delivery Management, you will play a critical role in shaping and executing our group strategy to drive service excellence, customer satisfaction, and business growth.

Reporting directly to the Group Head of Customer Service, you will lead and unify a team of country SDM managers, ensuring consistency, efficiency, and strategic alignment in our service delivery operations. This position requires a seasoned leader with a strong strategic mindset, deep Microsoft expertise, and a proven track record of managing complex customer environments.

You will be responsible for transforming our service delivery capabilities, fostering a culture of excellence, and ensuring our teams are equipped to meet evolving customer demands. Acting as a key advisor to senior leadership, you will define and implement best practices, drive continuous improvement initiatives, and elevate our service delivery to new levels of operational maturity and customer value.

Key Responsibilities

Team Leadership

• Lead, mentor, and motivate a team of country SDM managers.

• Foster a high-performing culture that emphasizes collaboration, accountability, and continuous improvement.

• Develop leadership capabilities within the team to ensure long-term organizational success.

• Support in contract negations and service development.

Customer Focus

• Develop and implement strategies to enhance customer satisfaction and loyalty.

• Drive the delivery of high-quality services that exceed customer expectations.

• Build and maintain strong, long-lasting relationships with key accounts.

• Act as an escalation point for critical customer issues, ensuring swift resolution and proactive risk management.

Service Delivery Excellence

• Oversee all aspects of service delivery, including project management, service operations, and customer support.

• Ensure adherence to Microsoft best practices, ITIL frameworks, and service level agreements (SLAs).

• Enforce strong full stack and full life cycle process to support customers form project governance to operations governance.

• Implement data-driven decision-making processes to improve service performance and efficiency.

Sales & Business Development

• Actively contribute to sales efforts by participating in customer engagements, from initial contact to contract negotiation.

• Identify and pursue new business opportunities within existing and potential customer accounts.

• Work closely with the sales and technical teams to align service offerings with business objectives.

Strategic Planning & Execution

• Develop and implement strategic plans to improve service delivery effectiveness and efficiency.

• Drive continuous improvement initiatives across the SDM function, leveraging technology and industry best practices.

• Ensure alignment of service delivery strategies with overall business goals and regional market needs.

Communication & Collaboration

• Effectively communicate with stakeholders at all levels, including customers, senior management, and cross-functional teams.

• Foster strong collaboration across the Nordic region and with global teams to drive alignment and operational excellence.

• Represent the SDM function in leadership meetings and strategic discussions.

Required Qualifications

• Proven leadership experience: A solid track record of leading and developing high-performing teams in service delivery management.

• Deep Microsoft expertise: Substantial experience with Microsoft solutions and services, particularly in managing major accounts.

• Customer-centric approach: Demonstrated ability to build and maintain strong customer relationships and exceed expectations.

• Strong business acumen: A well-established ability to drive sales, negotiate contracts, and contribute to business growth.

• Excellent communication and interpersonal skills: Fluency in English and at least one Scandinavian language (Danish, Swedish, or Norwegian) is essential.

• Strong analytical and problem-solving skills: Ability to analyze data, identify trends, and develop effective solutions.

Desired Qualifications

• Experience in a multinational or international environment.

• Experience with agile methodologies and DevOps practices.

• Strong understanding of IT service management (ITSM) frameworks.

• Relevant industry certifications (e.g., ITIL, Microsoft certifications).

Please contact Dagmara Kozak via dagmara.kozak@cepheo.com if you would like to know more about the position.