{"id":2690566,"url":"https://alion.io/job/atea-service-desk-delivery-manager","title":"Service Desk Delivery Manager","company":{"id":187405,"name":"Atea","domain":"atea.lv","url":"https://alion.io/company/atea-3","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ReachMee","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sweden"],"countries":["SE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"closed","first_seen_at":"2026-10-16T08:51:18Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-25T23:22:16Z","board_verified":false,"closed_at":"2026-10-25T23:22:16Z","days_open":9,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":9},"description":"Build trusted customer relationships while driving service excellence\nAs a Service Desk Delivery Manager, your most important mission is to build trust.\nYou will take over responsibility for a portfolio of established customer relationships and ensure that our customers continue to experience the same high level of support, collaboration, and service quality they rely on today.\nWorking closely with customers, Service Desk leaders, service owners, and Service Delivery Managers, you will act as the bridge between customer expectations and service delivery. Your success will be measured not only by service performance, but by your ability to establish strong relationships, create confidence, and become a trusted advisor for your customers.\nYour role\nAs a Service Desk Delivery Manager, you will be responsible for ensuring that our Service Desk services are delivered in line with customer expectations and agreed service commitments.\nYou will maintain and strengthen long-term customer relationships while identifying opportunities to improve service quality, customer satisfaction, and operational efficiency.\nThis is a highly collaborative role where customer dialogue, stakeholder management, and continuous improvement are just as important as operational understanding.\nYou will join our Service Desk Backoffice team and work closely with colleagues across Service Management and Service Desk functions. Together, you will help customers get the most value from the services we deliver.\nWhat you will do\nBuild and maintain strong relationships with customers and contract owners\nAct as the primary point of contact for Service Desk-related delivery matters\nMonitor service quality and customer satisfaction across assigned accounts\nIdentify, drive, and follow up on service improvement initiatives\nLead or participate in customer meetings, service reviews, and operational follow-ups\nAnalyze service performance and proactively address quality concerns or escalations\nSupport successful transitions of new services and projects into production\nContribute to knowledge management, documentation, and process improvements\nWho we believe will thrive in this role\nYou enjoy building relationships and creating trust with customers and colleagues alike.\nYou are able to balance customer expectations, business needs, and operational realities while maintaining a strong focus on service quality and long-term partnerships.\nYou communicate clearly, build credibility quickly, and are comfortable working with both customers and internal stakeholders at different levels of the organization.\nTo be successful in this role, we believe you have\nExperience working in IT Service Management, Service Delivery, or Managed Services environments\nExperience managing customer relationships and stakeholder expectations\nStrong communication and relationship-building skills\nCommercial awareness and an understanding of service agreements and contractual commitments\nA strong technical understanding and analytical mindset, enabling you to understand service delivery, interpret operational data, identify trends, and turn insights into meaningful improvements\nThe ability to work independently in a geographically distributed organization\nProfessional proficiency in English\nIt is an advantage if you also have\nExperience with ServiceNow or other ITSM\nITIL certification or practical ITIL knowledge\nExperience from Managed Services or large-scale Service Desk organizations\nExperience with KPI reporting and continuous service improvement initiatives\nWhat we offer\nAt Atea, you will become part of a team that works closely together to deliver services that customers rely on every day.\nYou will have the opportunity to:\nInfluence customer experience and service quality\nWork with skilled colleagues across Service Management and Service Desk functions\nDrive meaningful improvement initiatives with visible impact\nDevelop your expertise through collaboration, knowledge sharing, and professional development opportunities\nBe part of an organization where teamwork, responsibility, and customer value are at the center of everything we do.","description_format":"text","description_chars":4135,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-16T08:51:18Z"},{"event":"close","at":"2026-10-25T23:22:16Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/atea-service-desk-delivery-manager","json_url":"https://alion.io/job/atea-service-desk-delivery-manager.json","meta":{"generated_at":"2026-10-30T09:19:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13395,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":187405},"rest":"https://alion.io/mcp/rest/get_company?id=187405"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fatea-service-desk-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fatea-service-desk-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fatea-service-desk-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/atea-service-desk-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fatea-service-desk-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2690566}},{"tool":"search_jobs","arguments":{"company":"atea.lv","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2690566},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}