Service Delivery Manager to delive structure and accountability across complex operations

 

Do you thrive on building lasting partnerships while driving service quality and delivery that creates real customer value? As a Service Delivery Manager at Systematic, you will be the natural go-to point of contact for our projects, customers, Customer Operations colleagues and vendors — ensuring they experience reliability, transparency, and momentum in everything we deliver.

 

The job
As a Service Delivery Manager you take ownership of service delivery once a project has formally transitioned to operations, and you make sure commitments stay visible, escalations are resolved early, and improvement never stops.

Your day-to-day work spans three areas: stakeholder collaboration on customer operations topics, structured SLA reporting and follow-up, and driving continuous improvement in close coordination with all parties involved. This is not a technical role — it is a relationship and governance role, and you succeed by building trust and keeping everyone aligned.

 

Some of your key responsibilities will include:

• Monitoring and reporting on SLA agreements
• ensuring customers receive timely, accurate, and meaningful updates
• Running regular engagement and reporting meetings with customers and internal stakeholders
• Managing vendor relationships and contracts, with a firm but fair approach
• Identifying issues and improvement opportunities before they escalate, then driving them to resolution
• Bridging communication between technical teams and business stakeholders across projects and customer organisations

 

Joining the team
You will join a small, tightly knit team of five Service Delivery Managers, [GB2.1]all based in Aarhus. The team is growing due to increased demand, and there is real opportunity to help shape what excellent service delivery looks like at Systematic — not just follow a playbook, but help build one.
We work across some of Systematic's most complex and meaningful customer relationships, in domains where quality genuinely matters and where the work you do has a real impact on end users. The team is collaborative, high-calibre, and values people who can work independently and bring structure that others can follow and build on.

 

Your qualifications

• A bachelor's degree or higher in business, IT, or a related field
• ITIL 4 Foundation certification
• At least five years of experience in IT service management, service delivery, or a comparable role
• Proven experience managing stakeholder relationships across multiple organisations
• Strong command of service management principles, KPI measurement, and SLA reporting
• Experience managing vendor relationships and contracts, including familiarity with tender processes and contract writing — whether as author or as a key contributor
• Fluency in both English and Danish, both written and spoken is a prerequisite for being considered for the position
• Willingness to travel up to ten days per year

 

We are looking for someone who is systematic and structured, proactive rather than reactive, and comfortable influencing without formal authority. You have a strong sense of urgency — you move things forward, follow up without being asked, and do not let issues sit. You translate naturally between technical and business audiences, and you keep your focus firmly on outcomes — for the customer and for Systematic.

 

Please note that you must be able to present a clean criminal record and have lived in a NATO and/or EU country for the past seven years, as we work with security-classified projects. Read more here.

 

Welcome to Systematic Aarhus
At our Aarhus office, you can look forward to joining our Employees Club, which offers nearly 100 events a year of both social and professional character. Here, you can take advantage of a range of on-site perks from physiotherapist-led massages and an in-house hairdresser to sports clubs, game tables and even our own padel court. Our canteen is a standout feature, serving a daily selection of delicious and healthy dishes. Beyond the office, you will also enjoy benefits like free ARoS +1 access and various shopping discounts.

 

Never stop developing
Systematic is uniquely people-centric, truly international and proudly rooted in Denmark with more than 1,100 employees. Together, we write intelligent and innovative code to drive progress and improve lives. We develop IT solutions that make a real difference where it matters most. This is why we never stop developing. Here, there is room to be professional and personal. It is not just a place to work but a place to belong.

 

Start your development here
We will be assessing applications on an ongoing basis as we wish to welcome our new colleague as soon as possible, so click Apply Now and send us your CV today. If you have any questions, you are always welcome to contact us on tel. +45 8943 2000 and ask for Gitte Sandahl Bloch, Senior Project Manager.

Get in touch

Mads Ole Sørensen

Senior Talent Acquisition Consultant