Job opening

Service Level Manager - Stockholm, Sweden

As a Service Level Manager you will maintain and improve service quality, developing customer satisfaction and ensuring that Episerver Managed Services and Support meet customer requirements by continuous review of needs and contractual obligations. You are responsible to facilitate corrective action for non-performance through a cycle of agreeing and monitoring service performance and instigation of clear actions for root cause analysis (RCA) and irreversible corrective action (ICA).

Do you want to take responsibility for a program of continuous service improvement, based on industry best practice and benchmarking against other high performing organizations? Then join our team based in Stockholm, where our stylish office lies in the heart of town.

The Role

  • Participate in customer onboarding process to learn the customer objectives and form relationships early in the customer life cycle, working seamlessly with the CSM
  • Develop and take overall ownership of a Continuous Service Improvement Program (CSIP) for service delivery in line with business cost justifications
  • Meet with customers on a regular basis to carry out service reviews against SLA expectations
  • Ensures seamless transition into Managed Services and Support processes following customer onboarding
  • Manage customer expectations on service delivery methods, communication, and issue management processes following customer onboarding
  • Monitor levels of service achieved, ensure detailed metrics and records are kept and analyzed
  • Provide adequate, accurate and timely reports, to clients/users and providers
  • Liaise with the Problem Manager in the diagnosis and resolution of service problems, ensuring that account is taken of agreed levels of service
  • Conduct or commission benchmarking, customer surveys and other qualitative and quantitative assessments of service provision, identifying areas of weakness or inefficiencies and working with senior managers to implement performance improvements
  • Review any complaints and compliments related to service delivery
  • Provide performance data in a timely and accurate manner using appropriate tools
  • Adopt industry best practice for service management (ITIL) and promote continuous service improvement
  • Ensure that customer documentation is updated in our various support systems

Essential Requirements

  • Fluent in Swedish and English, both written and spoken
  • Bachelor’s degree in computer science, IT or Telecommunication or equivalent in working experience
  • Minimum 5+ years ITIL Operational experience
  • Ability to work independently and take decisions where necessary
  • Successful delivery against commitments and deadlines
  • Ability to work in tight deadlines and the ability to maintain focus whilst under pressure
  • Experience of persuasive report writing and communications for a variety of audiences, demonstrating high levels of numeracy and literacy
  • Ability to apply expert knowledge to generate arguments, options and recommendations in a clear, concise and coherent manner
  • In depth understanding of the purpose and composition of a service level agreement (SLA); the relationship between an SLA and a contract for the supply of services

Desirable characteristics

  • Having a strong character, can do attitude and possess a quality driven and customer focused mindset
  • Ability to identify problems and work to resolution (see things through) and motivate others to complete tasks on time

Apply Here

  1. Please send your resume to: [email protected]
  2. Please include Req#: MS-18-104

About Episerver

Episerver connects digital commerce and digital marketing to help organizations create unique digital experiences for their customers, with measurable business results. The Episerver Digital Experience Cloud™ combines content, commerce, multi-channel marketing, and predictive analytics in a single platform to work full-circle for businesses online – from intelligent real-time personalization and lead-generation through to conversion and repeat business – with unprecedented ease-of-use.

Sitting at the center of the digital experience ecosystem, Episerver empowers digital leaders to embrace disruptive, transformational strategies to deliver standout experiences for their customers – everywhere they engage.

Founded in 1994, Episerver has offices in Australia, Denmark, Finland, Germany, The Netherlands, Norway, Singapore, South Africa, Spain, Sweden, UAE, UK, the USA and Vietnam.

If you are interested in a pivotal role within a company that is charting new territory in a market undergoing phenomenal growth, then Episerver is the place for you!

You will have the opportunity to work with some fantastic brands; industry thought leaders; and those shaping the digital experience landscape, while enjoying a flexible, collaborative and a stimulating work environment that will keep you engaged.