IT Service Delivery Manager

Job Description

Imagine being part of an organization that shapes the future of smart, safe, and sustainable buildings.
We’re not just a service provider — we’re innovators, integrators, and trailblazers in electronic security, fire safety, building automation, HVAC, and Total Building Solutions. Our mission? To elevate building performance, drive sustainability, and lead the digital transformation of the built environment.
Join us where technology meets purpose—and every project makes a real-world impact.

About Us

We are dedicated to providing exceptional IT services that empower businesses to achieve their goals. The Smart Infrastructure division is a global market leader in secure infrastructures, energy-efficient ‘green’ buildings, and smart spaces. As we build our new IT service organization, we invite passionate professionals to join us in shaping a customer-centric, agile, and innovative service delivery environment.

The Role

This is a newly created position, reporting to the Service Leader of Security in Denmark, where you will have the opportunity to create and shape your own career journey. As an IT Service Delivery Manager, you will act as the liaison between major customers and Smart Infrastructure Buildings.

Your focus will be on the daily operational activities for customers assigned to you within Denmark.
In addition to ensuring customer satisfaction, you will be responsible for the detailed follow-up of service delivery, including SLAs and service projects, throughout the entire lifecycle of the service contract.

You will play a key role in ensuring the quality of delivered services meets the primary goal of excellent customer satisfaction. Translating innovative technology into tangible business opportunities and identifying opportunities for continuous growth will also be part of your responsibilities.
You will serve as the operational single point of contact for customers and support key account executives in sales and contract renewals.

Position Overview

We are seeking an experienced IT Service Delivery Manager to oversee the efficient and effective delivery of IT services to our customers. The ideal candidate will be customer-focused, proactive, and committed to delivering services in accordance with agreed standards and timelines. If you thrive in a dynamic environment and are eager to contribute to the creation of a new IT service organization, this is your opportunity.

Key Responsibilities

• Manage and oversee the delivery of IT services to ensure contractual obligations are met or exceeded.
• Develop and implement strategies to improve service delivery and customer satisfaction.
• Act as the primary point of contact for customers, addressing their needs and ensuring a positive experience.
• Initiate innovative solutions, propose improvements to existing solutions, and minimize risks within service contracts.
• Collaborate with cross-functional teams to ensure timely and efficient delivery of IT solutions, including oversight of financial performance, revenue, order processing, gross margin, gross profit, and customer satisfaction.
• Proactively plan and propose customer-focused improvements aimed at satisfaction, cost savings, and efficiency gains.
• Build and maintain strong customer relationships, aligning services with their business needs.
• Drive continuous improvement initiatives within the service delivery team.
• Support the sales team in implementing new solutions as part of lifecycle extension.

Qualifications

• Proven experience in IT service management within a service provider or large organization.
• Ability to develop customer relationships from a strategic perspective.
• Strong problem-solving skills, with a solutions-oriented approach in challenging situations.
• Ability to make autonomous decisions and challenge the status quo.
• Experience in stakeholder management and translating customer needs into actionable proposals.
• Strong presentation, communication, and interpersonal skills.
• Ability to connect and align people toward common goals; exceptional relationship-building skills.
• Fluent in Danish and English.
• Demonstrated ability to manage complex service delivery projects and initiatives.
• Resilient under pressure with strong analytical skills.

Why Join Us?

• Be part of a dynamic, forward-thinking team dedicated to building a world-class IT service organization.
• Opportunity to shape the future of IT service delivery in a growth-oriented environment.
• Access to professional development and career advancement opportunities.