
Service Delivery Manager
16 hours ago
Norway-based TN is seeking an experienced Operations Manager to lead the day-to-day management of care4HR within the Nordic region.
This role will involve overseeing daily operations, managing resources, and supporting continuous improvement initiatives. You will work closely with the Nordic HXM management team to deliver value-adding solutions to existing clients and drive projects in our global organization.
The key responsibilities of this position include:
- Day-to-Day Operations Management: Oversee care4HR's daily operations, including resource allocation and coordination.
- Content & Process Management: Maintain and update internal care4HR SharePoint site, templates, procedures, customer overviews, and key client information.
- Compliance & Documentation: Ensure compliance, routines, and documentation for managing consultants' access to client instances.
- Graduate (Dispatcher) Coordination: Onboard, educate, and follow up with dispatchers (graduates) to manage ticket coordination seamlessly.
- SLA Monitoring & Reporting: Establish SLA monitoring routines and clear reporting structures for consultant and customer follow-ups.
- Consultant Workload Optimization: Track consultant workloads, ensure fair ticket distribution, and adjust resource allocations as needed.
- Client Setups & Quality Assurance: Coordinate practicalities related to ISP (ticketing tool), set up new clients, and perform quality assurance on ticket content.
- Knowledge Transition: Implement procedures for smooth transitions when onboarding new clients to care4HR.
- Service Management: Act as primary Service Manager for selected customers and as escalation point for operations-related items for other Service Managers.
To be successful in this role, you will need:
- Proven experience in operations management, IT services, or a similar role.
- Strong organizational and time management skills.
- Excellent written and verbal communication skills in English, with proficiency in another Nordic language being an advantage.
- A proactive and detail-oriented approach with strong problem-solving skills.
- Experience in coordinating with multiple stakeholders.
- Strong analytical skills and familiarity with service management tools and reporting.
- The ability to handle urgent tasks and shifting priorities efficiently.
- Experience with SuccesFactors is an advantage but not a requirement.
- Extensive skills in Excel and Analytics (handling data) is a plus.
We offer a dynamic and collaborative working environment within an international organization. Opportunities for professional growth and development, flexible working conditions, and an attractive compensation package are also available.
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