Service Delivery Manager

Help us build the SaaS experience and be the first Service Delivery Manager at Nexus. Teach us best practices, engage with amazing customers and work with cool Sec tech.
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There are a bunch of really interesting podcasts, ted talks and papers out there regarding the transformation towards XaaS. We are now offering you a chance to be a part of that transformation yourself and stand in the middle of taking great products and a great company to the clouds.

Henrik Hjelm, leader of our Infrastructure Service-team is looking for a Service Delivery Manager that will take the helm (yes, it’s a pun on Henrik’s last name) in our XaaS journey regarding all things customer wise (at least for the non-commercial parts).

We are a global company, with global customers, but this role will be located at our HQ at Telefonplan in southern Stockholm.

What will you be doing at Nexus.

The infrastructure team needs a person that can assume responsibility of the service delivery to our customers when it comes to billing, SLA, service review meetings, documentation ownership, project handovers and contribute as a project manager for some projects internally in the infra team.

That is the short version of it. But we think it’s important that you also know that you will be the first SDM at Nexus. This means you will need to be a builder rather than a janitor; you will be expected to set our course regarding SDM processes and best practice, adding value through Customer Engagement (one of Nexus guiding Principles). This could for example mean that you work with our legal department updating our SLAs.

You and Henrik will forge a power duo, working close and collaborating throughout the organization (Sales, Engineering, Product etc) to find out how SDMs fit in to the XaaS story, adding value for our customers and for us as a company.

Even though a lot needs to be decided moving forward, we still have some ideas what you will do:

  • You will lead regular service review meetings with our customers where you ensure that we continuously deliver value to the customer as well as follow SLAs, service development, incident and potential problem reports.
  • Ensure that we deliver the best services possible to our customers and according to the agreed contract using our analytics tools, as well as regular surveys
  • Be responsible for customer specific documentation and agreements
  • Ensure the billing department have correct information regarding transactions and billable hours, as well as heading the journey of taking our billing solutions to the next level.
  • As the managed services team is onboarding more and more 'as a service' customers, this role can also fulfil the role of infra project manager, especially in the first 18 months (if we would guess)

When we say we are a security company, we are not messing around. Nexus has its own certificate authority (CA)  and part of the all things customer wise is to ensure procedure when we are installing new root CAs, booting up HSMs and onboarding customers to our SmartID solutions.

Who are you?

As you might have guessed this position requires quite a bit of experience from you. This is not your first rodeo and you know how the SDM job is done! And you like the idea to spread that know-how to the rest of the organisation (and management team) as well. 

Nexus delivers powerful products and services, within a niche area in tech/sec. And you need to understand our product to do your job well, therefore we are pretty sure you have worked in tech before. 

You also have a business mindset and can quantify the value you are adding, to explain and prioritize your actions.

At Nexus we talk a lot about Owning it and this is something that resonates with you, both within your area of expertise, but also for Nexus as a whole. You are curious and WANT to understand how things are connected. Own it also means you drive things until they are done, and you possess the rare ability to be both an inventor as well as a doer.

As for all SDM positions, people skills are a must! You are known for your ability to charm your way out of most situations.

Today many of the customers you will handle are Swedish and a lot of the documentation you will read, interpret and create will be in Swedish. Therefore, impeccable Swedish is a must for this role. And due to the fact that we are a global organisation we also expect your English to be (or at least become after a bit of a warmup) unhindered.

Or, know someone who would be a perfect fit? Let them know!


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