Service Delivery Manager
About the role
The Service Delivery Manager is responsible for ensuring successful execution and performance of customer contracts from service establishment through end of lifecycle. This role is the primary operational interface for customers, responsible for monitoring and reporting service performance, managing incidents, and facilitating contract renewals.
Responsibilities
- Serve as the main operational point of contact for assigned customers.
- Monitor and track service performance across customer contracts.
- Prepare and deliver regular internal and external performance reports.
- Carry out internal service reviews and support preparations for contract renewal.
- Identify and manage scope creep, ensuring additional requests are properly evaluated and not accepted by default.
- Follow up on service-related incidents and initiate internal escalation when required.
- Ensure timely and accurate incident reporting to customers.
- Oversee contract fulfillment and adherence to service commitments throughout the lifecycle.
- Provide input for customer invoicing and oversee accuracy of billable service components.
- Support project establishment and service lifecycle transitions.
- Coordinate with internal engineering, operations, and management stakeholders.
- Trigger internal escalation processes to resolve service delivery risks.
- Drive service review actions and follow up to completion.
Requirements
- Bachelor’s degree in a scientific/technical field or equivalent experience managing technical customer accounts.
- Experience working directly with customers in a technical or service-oriented environment.
- Strong understanding of technical systems and operational instructions.
- Proficiency on JIRA, MS Excel, PowerPoint, and SharePoint.
- Excellent communication and documentation abilities.
- A highly structured and organized approach.
- A business-oriented mindset with a customer focus.
- Strong analytical abilities; able to interpret complex technical data.
- A self-driven individual with the ability to work independently.
- An effective team collaborator.
- Contract management experience (preferred).
- A driver’s license (preferred).
Benefits
- A unique opportunity to contribute to a wide range of projects and play an active role in both the Swedish and international space industry.
- Excellent opportunities for personal and career development.
- An exciting, international workplace characterized by an open atmosphere and proud employees all over the world.
- Medical, dental, and vision insurance.
- Short- and long-term disability, life insurance, AD&D.
- Flexible Spending Accounts (FSA).
- Employee Assistance Program (EAP).
- Accident and critical illness coverage.
- Pet insurance.
- 401(k) with company match + Roth 401(k) option.
Location
This is a permanent full-time position located in Spring House, PA. Employees must be available to be in the office for a minimum of 3 days per week. Our new office is located in Spring House Innovation Park, a 133-acre research and business campus featuring a café, fitness center, conference facilities, outdoor patios, and walking trails - designed to foster creativity and collaboration.
Next Step
If this opportunity sparks your interest, don’t wait to apply! We will review applications on an ongoing basis, and interviews will be conducted continuously. We kindly ask that you submit only your resume when applying. By focusing solely on resumes, we can ensure a fair and streamlined recruitment process that allows us to evaluate your skills and qualifications directly and consistently.
Please be aware that this job posting may close earlier than the stated deadline if we receive a high volume of applications. This helps us maintain a fair and efficient recruitment process, ensuring each application receives proper attention. If you're interested, we encourage you to apply as soon as possible.