Customer Delivery Manager

Are you passionate about building trusted customer relationships, driving operational excellence, and delivering measurable business outcomes? 

We are looking for a Customer Delivery Manager to join our Managed Services Delivery team in Norway. In this customer-facing role, you will be the primary point of contact for service delivery and help customers realise the full value of their managed services. You will balance customer experience, service performance, commercial awareness, risk management, and continuous improvement. 

As a trusted partner, you will work closely with customers, delivery teams, sales, account management, and specialist functions to resolve complex challenges, strengthen service governance, and support long-term customer success. 

What you will do ?

Customer leadership and relationship management 

• Build and maintain trusted relationships with customer stakeholders at operational, management, and executive levels. 

• Act as the primary contact for service delivery performance, governance, operational issues, and escalations. 

• Lead regular service and business reviews, ensuring clear alignment on priorities, performance, risks, and improvement actions. 

• Promote customer satisfaction through proactive communication, transparency, and effective issue management. 

Service delivery management 

• Ensure contracted services are delivered in line with agreed service levels, quality standards, and customer expectations. 

• Coordinate cross-functional and geographically distributed teams to enable seamless end-to-end service delivery. 

• Lead the resolution of incidents, service requests, risks, and escalations, with clear ownership and follow-through. 

• Monitor service health and performance trends, identify root causes, and drive corrective and preventive actions. 

• Manage approved Requests for Change and support effective implementation of service or contractual changes. 

Continuous improvement and transformation 

• Identify opportunities to simplify delivery, improve efficiency, and strengthen customer outcomes. 

• Lead continuous improvement and transformation initiatives across the service environment. 

• Use service data, customer insight, and operational trends to move from reactive support towards proactive service management. 

• Contribute to customer success plans and account roadmaps aligned with the customer’s business priorities. 

Business and financial management 

• Monitor key performance indicators, costs, forecasts, risks, and delivery commitments. 

• Support the financial health of the service by identifying cost drivers, reducing avoidable waste, and contributing to recovery plans when needed. 

• Identify potential growth or service expansion opportunities and collaborate with the account and sales teams for further assessment. 

• Turn operational data and service performance into clear, value-focused customer conversations. 

What we are looking for 

Experience 

• A bachelor’s or graduate degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent practical experience. 

• Typically 5–10 years of relevant experience in customer-facing service delivery, IT service management, managed services, business operations, customer success, or a related area. 

• Experience working with enterprise customers and complex service environments. 

• Experience coordinating multiple stakeholders and leading through influence across functions and regions. 

Skills and capabilities 

• A strong customer-centric mindset and the ability to build credible, long-term relationships. 

• Excellent communication, presentation, stakeholder management, influencing, and negotiation skills. 

• Strong analytical and problem-solving capabilities, with sound judgement in complex situations. 

• A proactive ownership mindset and the ability to manage multiple priorities in a dynamic environment. 

• Commercial awareness and an understanding of service delivery cost, value, and business drivers. 

• Digital fluency and confidence using reporting, data, and collaboration tools. 

• The ability to work effectively in remote and virtual teams. 

Language requirements 

• Fluent Norwegian and English, both written and spoken. 

Preferred qualifications 

• ITIL, Six Sigma, or another relevant service management or process improvement certification. 

• Experience in managed workplace services, infrastructure services, outsourcing, or customer success environments. 

• Experience leading transformation or continuous improvement initiatives. 

The impact you can make 

This role contributes across multiple teams and customer environments. You may lead projects or workstreams, provide direction to virtual teams, support decision-making, and help establish consistent, high-quality service delivery. Your work will directly influence customer confidence, service performance, continuous improvement, and long-term value creation. 

Why join us? 

You will work in a highly collaborative, international environment and play a visible role in helping customers achieve their objectives through strong governance, operational excellence, and continuous improvement. The role offers the opportunity to combine customer leadership, service management, transformation, and commercial awareness in one position.