Job Description
About the job
We are excited to continue our growth journey and are now looking to strengthen our Group Technology function by welcoming a Technology Service Delivery Manager to the team.
In this role, you will have overall responsibility for IT service delivery across the combined Highvern and Permian organisation, as well as at group level. The primary focus is to ensure stable, efficient, and well‑governed technology services, with strong service desk operations, clearly defined service levels, and ITIL‑aligned processes.
This is a central role where you will work closely with technology teams, business stakeholders, and external partners, contributing to high service quality, strong governance, and audit readiness across the organisation.
You will report to the Group Head of Technology and be based in Sweden.
What we’re looking for
We are looking for an experienced and structured technology professional with a strong background in IT service delivery and operations. You combine attention to detail with a pragmatic mindset and are comfortable operating in environments where service quality, transparency, and compliance are essential.
You enjoy working across teams and geographies, are confident leading service desk operations, and have the ability to turn data, incidents, and trends into concrete improvements.
Role description
As Technology Service Delivery Manager, you will be responsible for the following areas:
Service levels and performance management
Define, maintain, and follow up on service levels for system availability, response times, and incident resolution
Monitor and report on system uptime, service desk performance, and SLA/KPI compliance
Produce regular management reporting on operational performance, risks, and trends
Generate and analyse management information on ticket volumes, resolution times, major incidents, and system availability
Identify recurring issues and drive improvements to enhance service quality and user experience
Service desk leadership and operations
Lead and manage both local and remote service delivery resources
Oversee day‑to‑day service desk operations and ensure timely handling of incidents and requests
Coordinate with 2nd and 3rd line support teams to manage escalations and SLA‑critical tickets
Ensure a high level of customer satisfaction through clear communication and quality control
Systems, processes and continuous improvement
Configure and optimise service desk tools, workflows, categorisation, and automation
Implement process improvements aligned with ITIL best practice, control objectives, and audit requirements
Promote a culture of continuous improvement across service delivery
User administration and access control
Oversee user access management and ensure accuracy, security, and compliance
Work closely with HR and other stakeholders to maintain effective Joiner‑Mover‑Leaver processes
Maintain robust documentation, audit trails, and process evidence in line with ISAE 3402 and internal control requirements
Governance and compliance
Implement, maintain, and continuously improve ITIL‑aligned processes (Incident, Problem, Change, Configuration Management)
Contribute to governance forums with insights into service performance, risks, incidents, and improvement initiatives
Ensure service delivery operations are audit‑ready and compliant at all times
Qualifications and characteristics
We are looking for candidates who typically have:
5+ years of experience in IT service delivery or IT operations management
Strong knowledge of ITIL or similar frameworks, with hands‑on implementation experience
Experience managing service desk functions and service level reporting
Strong leadership and stakeholder management skills
A proactive, self‑motivated, and structured way of working
Experience working with Microsoft technologies such as M365 and Azure
ITIL certification is considered a strong advantage.
You communicate clearly and professionally, manage multiple priorities with confidence, and are comfortable working in a fast‑paced and regulated environment.
Why join us?
Be part of a growing organisation with a strong focus on quality, governance, and continuous improvement
Take on a key role with real impact across the business
Work closely with skilled colleagues and stakeholders across the group
Contribute to strengthening service delivery standards at group level
If you are looking for a role where you can combine leadership, structure, and continuous improvement within technology service delivery, we would be happy to hear from you.