Service Delivery Manager

At Intrum, you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts. Are you our new Service Delivery Manager? As a market-leading credit management company, Intrum has broad expertise in both invoicing and debt collection services and does business in 20 countries in Europe. We have more than 10,000 experienced employees in our group. Our business is about helping others. We help indebted individuals get out of difficult situations and companies get paid so they can grow, hire and develop. This is positive for the entire economy. With us, you become an important part of this context, which gives your work at Intrum a deeper meaning – regardless of role or title. Being at the forefront is everyone's job. As a market leader, it is up to us to be at the forefront, shape the industry and set new standards. Regardless of where your career at Intrum takes you, and whatever role you have, you will contribute to growth, innovation and real difference. Opportunity to grow. In our organization, there are many opportunities to develop, specialize and try new paths – even internationally. It is up to you to take advantage of the opportunities. Since our business is about helping others, both individuals and companies, your work also develops on a more personal level. Simply put: you grow by making a difference. The Role. We are now seeking reinforcement for our Invoicing team. As a Service Delivery Manager (SDM), you will have a key role in ensuring a stable, professional and customer-centric delivery of our invoicing services. You own the operational whole for a number of your own customers and become the person the customer turns to in questions regarding delivery, quality and ongoing development of the collaboration. In the role, you combine customer dialogue, delivery follow-up, analysis and internal coordination. You capture questions and needs from the customer, drive deviations and improvements forward and ensure that the right people are involved to create clear and effective solutions. We help companies distribute invoices, manage accounts receivable monitoring and develop the delivery based on the customer's needs. You will be an important part of translating this into a secure and well-functioning customer experience. In everyday life, you work closely with both customers and internal functions such as sales and business development, product and IT, finance, Client Onboarding and Client Support. You communicate via telephone, email and meetings, follow up on key figures and routines, supplement with analysis and action proposals before customer dialogues and have a close dialogue with the responsible Key Account Manager. You are guided by our routines, regulations, instructions, policies, agreements, customer-unique solutions, quality requirements and values. Your main responsibility will be to: Own and follow up on the operational delivery for your customers within invoicing services; Be the customer's main contact person in operational issues and create a secure, clear and professional dialogue; Drive questions, deviations and improvements forward in close cooperation with relevant internal functions; Follow up on quality, key figures and routines and contribute with analysis and concrete action proposals; Contribute to developed working methods, clearer processes and increased customer value over time. The role reports to Product Owner Invoicing. Location for this position: Stockholm. Your qualifications. We believe you have: A few years of experience in finance, invoicing and/or customer-centric delivery services; Good experience of customer contact and a habit of building trust in professional customer relationships; Experience of analytical work, follow-up and contributing to concrete improvements; Good system proficiency, confidence in Microsoft Office and a quick learner of new systems and working methods; Good communicative ability, both written and oral, in Swedish and English; Interest in understanding also the more technical parts of the delivery, for example invoicing solutions, file handling and customer-unique solutions. We expect all our applicants to have an orderly economy. Who are you? We at Intrum want to contribute to an inclusive and diverse working life. We see our differences as a strength and know that everyone is a resource for society, regardless of age, disability, gender, religion, ethnicity or sexual orientation. Therefore, we encourage everyone to apply for jobs with us. Come as you are. In the role of SDM, you need to be confident in daily customer contact and have a natural ability to communicate clearly, constructively and solution-oriented. You are structured and proactive, take responsibility for your tasks and drive them forward with a focus on quality, delivery on time and a satisfied customer. You enjoy working independently, but also see the value of collaborating and supporting your colleagues to contribute to a positive team environment and a strong common delivery. You are flexible and unprestigious in your way of working and have the ability to find ways forward even when the questions are complex or the conditions change. You want to learn more, both about the work itself and about the technical aspects of the delivery, because it helps you understand the customer's needs, identify the right solutions and contribute to improvements over time. We also believe that you are curious, thorough and have the ability to prioritize when many questions are ongoing simultaneously. Hybrid work. We see that hybrid work, where we as employees can work both from home and from the office, creates good opportunities to perform and work effectively in both virtual and physical environments. You act according to our values. Our values are not just words. They are everything. Behind our global expansion and large digital transformation lie four simple but powerful values: ethics, dedication, solutions and empathy. It is the values that drive our everyday life, regardless of how large we become. Others may think they are small things, but for us, they are everything. Are you curious and have questions? We are now going on vacation and will resume recruitment and be available for questions again in mid-August. You are then welcome to contact the recruiting manager, Nikan Taghavi, nikan.taghavi@intrum.com, for more information about the department and the role. You can also contact the primary recruiter, Maja Fransson, maja.fransson@intrum.com, for more information about the application process. Only applications received via our online system will be considered.