Service Delivery Manager
City Network International AB / Inköpar- och marknadsjobb / Karlskrona
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hela Sverige Cleura is one of the leading European providers of IT infrastructure services based on Open Source. Our company provides public, compliant, private, and hybrid cloud solutions based on OpenStack and has data centers worldwide. We are a fast-growing company & European leader in infrastructure as a service. We love having fun and working hard. We live to get that smile on our customer's faces when we solve a problem or simply provide something better than expected. That's why we go to work the next day.
Cleura is part of Iver, meaning that we have more than 1200 colleagues to support us in reaching our goals of becoming the primary European IaaS alternative.
What's this gig about?
Our mission is to have the most satisfied and cloud native customers. We are looking for a detail-oriented and structured person obsessed with customer satisfaction to join our team. As a Service Delivery Manager you are engaged with customers in providing visibility, service reviews, and reporting through all phases of the customer journey. You will work hand-in-hand with customer stakeholders on opportunities to improve our service and delivery. If you succeed in this role, there are good career opportunities within Cleura and Iver Group.
What will I be working on?
You will own, manage and communicate the operational relationship with our most important customers.
You will ensure that our customers get a world-class experience using Cleura Cloud infrastructure and services at full potential.
You will manage key client projects by communicating effectively with customer team members, customer operations, and project stakeholders on status, issues, risks, and project goals and objectives.
Lead internal and client meetings with thorough documentation and rigorous follow-up.
Manage client and project documentation, communications, operational meetings, and required follow-ups.
Track metrics around infrastructure performance and service requests.
Collect and analyze customer feedback and usage and present your findings internally.
Together with our customers, we develop and improve ways of working with customer satisfaction.
What should I bring?
You should have experience in, and a clear understanding of, the process of ensuring delivery of infrastructure services in a modern, agile way.
Obsession with customer operational goals and service level commitments.
5+ years of experience in a Services Delivery role (or similar capacity) dealing with complex, technical implementation projects.
Fluent communication skills in English - spoken & written. We document everything, so this is important to us.
ITIL fluency.
Everything else - everything that follows - is a bonus.
Experience with cloud infrastructure solutions and preferably familiarity with the OpenStack platform.
Strong organizational skills, ability to work independently and manage multiple projects simultaneously
Experience in client support and advisory technical role (Solution architect, system administrator, technical account manager, or equivalent).
Profound practical IT experience, especially expertise with presentation and spreadsheet tools
Proven track record of having successfully applied data analysis methods to generate customer growth results
Proficiency and current experience with agile methods and tools, such as, Kanban, Lean, Jira, Asana, etc.
Educational background:
Nope. Our selection process will consider prior experience and proven skills equal to a master's degree.
ITIL v3 (or higher) foundation certification
Technical Certifications in Cloud technology and Agile methodologies are beneficial.
Who would be my direct manager?
Mikael Nerde | LinkedIn - VP, Head of Customer Engagement
How's work at Cleura?
We're growing pretty quickly at this stage, in customers, revenue, and headcount. We have recently been acquired by Iver, but continue to operate as a separate unit under the Iver umbrella. That said, we're also solidly profitable. The company has existed for more than 15 years, so don't expect cash-burning startup insanity.
As a company, we strive to improve and perfect the structure of how we collaborate and communicate. Still, we're not quite where we want to be in that regard. We have to set a pretty high bar here for ourselves, given that our role in the market comes with a great deal of responsibility. So, we are actively looking for people who come with an open mindset and work hard with our continuous improvement.
Suppose you have specific technical expertise on an issue that another team of colleagues is working on. In that case, you should expect to be asked to contribute your knowledge to solve the problem - just as you will expect to get that same support from them, when you have an issue of your own to resolve.
Cleura has signed a Collective Bargaining Agreement for the Swedish entity and is part of Iver AB.
I'm interested. What's next?
We'd like to hear from you! And we have a few additional questions we would like to ask you. You'll be able to apply for this position until 26th August 2022. We will start reviewing the applications in July and invite for the interviews in early August, so make sure you are available.
Ready to go? Then please click the Apply for this Job button below.
Publiceringsdatum2022-07-08Så ansöker duSista dag att ansöka är 2022-08-26
Klicka på denna länk för att göra din ansökanAdressCity Network International AB
Blekingegatan 1
37134 Karlskrona
Omfattning Detta är ett heltidsjobb.
Arbetsgivare City Network International AB (org.nr 556630-7806),
https://cleura.com/ Blekingegatan 1 (
visa karta)
371 34 KARLSKRONA
Jobbnummer 6810035
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