Service Delivery Manager (Swedish Speaking)

About the role

Unit4, a cloud company with over 40 years of heritage that builds ERP software for mid-market organisations, is looking for a Service Delivery Manager fluent in Swedish. The SDM owns the operational delivery, governance and continuous improvement of recurring customer engagements across Managed Application Services, Product Administration Services, Product Monitoring Services and similar recurring services. As the primary operational customer-facing lead, the SDM helps customers move from traditional engagements to scalable, outcome-focused recurring services, working closely with Customer Success, Account Management and delivery teams.

Key responsibilities

• Own the operational service relationship for an assigned portfolio of customers, acting as the main contact for service delivery, governance and escalations.
• Ensure recurring services are delivered according to scope, SLAs, KPIs and customer commitments, with clear visibility of performance.
• Lead service governance and operational service reviews, covering performance, consumption, risks, escalations and improvement priorities.
• Monitor service performance, customer satisfaction, consumption and case health, and use data and feedback to drive continuous improvement.
• Identify and escalate service and retention risks, engaging Customer Success, Account Management and delivery stakeholders where needed.
• Collaborate across Delivery, Support, Cloud Operations, Customer Success, Product, Consulting and Account Management.
• Track contracted scope, consumption and delivery milestones, and share operational insight on value, adoption and Success4U with Customer Success.
• Maintain accurate service records, governance documentation, risks and reporting, and support retention and renewal readiness.
• Keep commercial awareness of scope, consumption and delivery risks, and support compliance with contractual commitments and governance requirements.
• Share knowledge and best practices across the Recurring Services organisation.

Required profile

• Bachelor's degree or equivalent professional experience.
• 5+ years of experience in Service Delivery, Customer Success, Managed Services, Consulting or Enterprise Software.
• Proven ability to manage strategic customer relationships and executive stakeholders.
• Fluent in Swedish and English, with excellent verbal and written communication in both.
• Experience managing multiple customer engagements and working across Sales, Support, Product, Consulting and Delivery teams.
• Experience with ERP, enterprise software or cloud applications preferred; international customer experience is an advantage.

Required skills

• Strong understanding of SaaS, Cloud, Managed Services and recurring revenue business models.
• Renewals, contracts, service consumption and revenue retention awareness.
• Risk identification and escalation, analytical, organisational and planning skills.