Service Delivery Manager
Kiruna, Sverige
Type of Employment Full-time
Job position Service Delivery Manager
Work model On location
Application due date 7 July 2024
Are you the one?

SSC’s division Connect operates a global network of ground stations which are used to track and communicate with an expanding range of Scientific, Earth Observation, Navigation and Telecoms satellites. This network (some 100 antennas) has engineering and manned network operations centers in Sweden (Kiruna – Esrange), Horsham (Pennsylvania), and Santiago (Chile).

Service Delivery is responsible for the Commissioning of services, the service performance assurance and lifecycle management of contracts and for Special operations (LEOPS).

goals and objectives of the organization

  • Transform Connect business in line with Connect Strategic Roadmap with focus on client orientation and satisfaction, resilience and quality of service, innovation climate, collaboration culture, personal accountability, staff engagement and satisfaction, and profitable growth.
  • Strengthen the perception of Connect in the market and with clients with the objective to be viewed as a strategic value-added global provider of mission critical services, where security, innovation and thought leadership is part of the brand – a trusted long-term partner.
  • Implement one-company global approach to all business processes and systems.

purpose of the role

Support lifecycle management of contracts through regular monitoring and feedback. 

  • Owner of the contract after signature and main operational interface to the customer
  • Responsible for the contract execution and fulfilment during the lifecycle
  • Trigger Escalation request to get internal assistance
  • Promptly inform within SSC on upcoming issues or past issues on contract performance
  • Internal Service review ~4-6 months before end of contract to enable updates of contract at contract renewal
  • Including project establishment and service life cycle

main tasks

Responsible for customer support as well as tracking service performance, example of tasks:

  • Point of contact for customers
  • Create and deliver reports to customers or internally
  • Review service performance on customer contracts and initiate internal actions as needed
  • Prepare input for invoicing to customer.
  • Ticket handling and customer information. Follow up on incidents occurring related to the service, and escalate if needed
  • Service Reviews, incl. driving and follow up on actions
  • Identify scope creep, not accepting additional scope by default
  • Participate and support in projects

About you

Education:

  • Bachelor degree in Science or experience managing customers and contracts for technology-focused services  
  • Internal training required.

Experience/Special competencies:

  • Good understanding of technical systems and instruction
  • Fluent spoken and written English
  • Experience from customer interaction
  • Structured and organize
  • Business and commercial focuse
  • Strong communication and documentation skills

Optional:

  • Drivers licence
  • Contract Management

Meriting tool experience

  • JIRA
  • MS Excel
  • MS PowerPoint
  • MS SharePoint

LOCATION

This is a permanent full-time position located in preferable Esrange Space Center, Kiruna. For the right candidate there will also be a possibility working from our office in Solna, Stockholm. 

NEXT STEP

Do not hesitate to apply already today! Interviews are held continuously.

This is a security classified position and requires a background control before employment. 

WE HELP EARTH BENEFIT FROM SPACE

Swedish Space Corporation (SSC) is a leading global provider of advanced space services with more than fifty years of experience. Since our start pioneering scientific rocket launches in northern Sweden, we have grown into a renowned, full-service supplier of state-of-the-art space engineering, satellite and launch services to commercial and institutional customers worldwide.

About the employer
Welcome to SSC – Swedish Space Corporation, a global leader in advanced space services with over 50 years of experience. Since our start pioneering scientific rocket launches in northern Sweden, we have grown into a renowned, full-service supplier of state-of-the-art space engineering, satellite and launch services to commercial and institutional customers worldwide.
sscspace.com