Service Delivery Manager - IFS

Do you enjoy supporting customers in getting high business value out of their IFS platform? Do you want to contribute to the development of our customer services? We are growing in the Application Management Services (AMS) area and will therefore strengthen the team with an experienced Service Delivery Manager. You will be a part of our Applications organisation consisting of approximately 35 experienced colleagues with broad and deep knowledge in IFS. Our team is dedicated to leading and executing IFS implementations and upgrades, as well as providing ongoing support and maintenance to ensure our clients get the most out of their systems. With our extensive experience, proven methodologies, and continuous feedback from our clients, we position ourselves as a trusted long-term partner, helping customers not only in project delivery but also in the management and optimization of their IFS solutions over time. 

• Your responsibility is to ensure that agreed services are delivered to your customers with focus on quality, availability and customer satisfaction. You are an important link between Cegeka’s customer team, the customer, IFS, and 3rd party vendors, enabling both operational stability and strategic improvements
• Ensure that the service is delivered as agreed and that both support and plannable work are handled effectively
• Lead service review meetings with customers and stakeholders, including reporting on KPIs and improvement proposals
• Ensure that documentation and processes related to the service performance, risks, and improvements are up-to-date and followed
• Manage escalations and act as a point of contact for critical incidents
• Create roadmaps together with the customer's representatives and Cegeka's customer team
• Collaborate with project managers when implementing new services or changes 
• Follow up on business case and customer budget, take responsibility for invoicing activities
• Contribute to resource planning and support budgeting
• Contribute to the development and continuous improvement of our service offerings

• To thrive and succeed in this role, you are a team player with a strong customer-oriented mindset. You are proactive and self-driven, able to identify opportunities for service improvement and take full ownership of initiatives. You have a keen understanding of customer impact, recognizing how critical incidents affect their business, and take proactive steps to prevent issues. You communicate effectively with both technical and business stakeholders, work independently, and take initiative when needed. You are structured, think strategically, and approach your work with a long-term perspective, always looking beyond the immediate tasks to ensure high-quality service delivery and customer satisfaction.
• Bachelor’s or master’s degree in computer science, information systems etc, or equivalent work experience  
• 5+ years’ IT work experience
• 2+ years of experience in AMS deliveries
• Leadership experience (Service Delivery Manager, Project management etc)
• Experience with IFS or other ERP systems
• Experience of working with multinational customers
• Good understanding of IT infrastructure, cloud services, application operations and support models
• Experience from working with ITSM tools and ITIL
• Full professional proficiency in Swedish and English
• Experience in IT operations, support, or service management is a strong advantage