Service Delivery Manager

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November 21

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Tietoevry

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Artificial Intelligence • Enterprise • Healthcare Insurance

Tietoevry is a global company specializing in creating innovative technology solutions that drive business transformation in the era of data, cloud, and automation. With a focus on AI and digital futures, Tietoevry operates through five specialized end-to-end units: Tietoevry Care for modernizing Nordic health and social care, Tietoevry Industry for digitalizing core industry processes, Tietoevry Banking for scalable banking solutions, Tietoevry Create for accelerating digital agendas, and Tietoevry Tech Services for enterprise IT modernization. The company emphasizes sustainable practices and responsible AI, aiming to unlock business potential across various sectors including healthcare, finance, and energy.

10,000+ employees

🤖 Artificial Intelligence

🏢 Enterprise

⚕️ Healthcare Insurance

📋 Description

• End-to-end responsibility for customer deliveries, including coordination with internal teams, suppliers, and customers. • Ensure accurate system registrations and handle escalations related to service delivery. • Identify and recommend improvements to existing processes and systems to enhance delivery performance. • Distribute tasks and responsibilities to internal stakeholders involved in the delivery process. • Monitor the status of each order by maintaining regular communication with all parties. • Provide proactive status updates to customers, addressing any deviations from the expected timeline. • Follow up on internal tasks and ensure their timely completion. • Accurately register service components in internal support systems. • Coordinate field engineers for onsite activities, testing, and service activation. • Lead troubleshooting efforts with internal teams and suppliers when needed. • Send customer documentation as outlined in Arelion’s delivery processes. • Collect, validate, and store test protocols. • Manage and order local tails, cross-connects, and CPE with suppliers. • Escalate any issues that could impact the committed Ready-For-Service (RFS) date. • Manage Early Life Support (ELS) for newly delivered services. • Support Sales during customer meetings on delivery-related topics.

🎯 Requirements

• Experience in a telecommunications Service Delivery role, preferably in a global environment. • Proven success in project management or end-to-end service delivery. • Solid understanding of Ethernet & IP Services (Layer 2, DIA, Cloud solutions). • Familiarity with DWDM technology and related equipment. • Field engineering experience including equipment installation, circuit turn-up, and patching. • Hands-on experience with network management tools such as: Infinera DNA Ciena OneControl / Site Manager • Ability to manage cross-connects, local tail orders, and customer premises equipment (CPE) logistics. • Strong analytical and organizational skills; capable of handling multiple deliveries simultaneously. • Proficient in producing high-quality documentation and presentations. • Knowledge of telecom delivery best practices and industry trends. • Cross-cultural awareness and ability to work effectively across global teams. • Comfortable working independently and directly with key customers. • Fluent in English (written and spoken).

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development