Senior Service Delivery Manager

Job Description

The Service Delivery Manager is responsible for advising, guiding and delivering the desired outcome for the Customer/Partner in obtaining the most value out of the IFS Success Service. This role involves comprehensive service planning from an end-to-end delivery perspective. Additionally, the Service Delivery Manager will proactively advise their respective Customers/Partners to make efficient use of the IFS Success Service, identify opportunities to improve processes, practices, and business adoption, and lead service governance for IFS in partnership with Success Managers and executive stakeholders of the Customer/Partner. This process forms the foundation for successful engagements, ultimately leading to customer advocacy and value realization for both the Customer and Partner.

Qualifications

• A university degree or an equivalent professional qualification
• Minimum of 10 years of experience in service delivery management, preferably within IT services
• Familiarity with enterprise software solutions is essential
• An understanding of IFS Applications and/or FSM/PSO APPs, as well as the delivery of the IFS Service Portfolio, is a significant advantage
• Extensive service experience in working directly with customers at all levels of the customer organization
• Strong leadership skills
• A service mindset with commercial thinking
• Excellent communication and negotiation skills
• Advanced problem-solving and decision-making abilities along with good situational handling skills
• The ability to read and understand customer contracts and deliver them in collaboration with IFS Service Teams
• Ability to work in a fast-paced environment and adapt to changing priorities

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.