Service Delivery Manager i Stockholm

Service Delivery Manager

Klarna is one of Europe's fastest growing and most exciting financial technologies (FinTech) company valued at over $2.5bn and we’re growing by 40% a year. Here at Klarna we are striving to become the world’s favourite way to buy. It is a bold objective, but we are well on course to achieving it.

 

Klarna is already operating in 18 markets and we plan to keep expanding. We serve 60 million consumers, work with 70 000 merchants and process more than a million transactions a day. We have some pretty heavy-weight investors including Visa, Sequoia Capital, Permira and Anders Povlsen.  

Unicorns are rare - and we are one of them! Unicorns are tech startups valued at over 1$Bn. Moreover, Klarna is listed 8th on CNBC most ‘disruptive companies in the world’ list for 2016, alongside Uber, AirBnB and coming above companies like Snapchat and Spotify - we are really starting to change the global world of payments.

We are currently looking for a Service Delivery Manager (SDM) for the Nordic region to strengthen the Process Management team.

The Process and Vendor Management team belongs to Service Center and is responsible to ensure Service Center operational readiness and operational efficiency to enable business priorities. We achieve that by continuously remove “growl” and add “oil” into the operational machinery contributing to high service quality, high service efficiency and higher service experience.

The SDM roles are instrumental to continue to drive future success with our partner strategy and ensure an outstanding customer and merchant experience.

What you will do

• Organizational performance management
• Monitor service delivery, KPI fulfillment and act on deviations
• Follow-up adherence of commercial agreements
• Provide on-site hands-on leadership and support
• Staffing dialogues with vendors

Process and routine change management

• Support and plan for product launches to ensure operational readiness
• Support routine updates and channel changes
• Ensure partners have all relevant information and knowledge to be able to provide good service

Operational improvements

• Manage small- to medium-sized projects for 1st line to optimize delivery
• Conduct analysis to identify improvement areas, efficiency gains, data quality enhancement, forecast accuracy, business intelligence etc together with relevant stakeholders
• Provide feedback about improvement opportunities to relevant Klarna stakeholder
• Together with relevant stakeholders ensure partner perspective is taken into consideration when developing new products or supporting system

Strategic long-term planning and develop partnership

• Capacity planning
• Site strategy development
• Forecasting and staffing in collaboration with WFM, RTM and PM

You might have

• COPC experience
• Workforce Management experience
• Project management skills
• Contact center experience
• Additional languages

You have excellent communication skills in, both verbal and written, and the ability to interact professionally with different levels of an organization. You understand the dynamics and importance of change and stakeholder management and you have the ability to influence others to make the team to quickly adapt to new ways of working and thinking.

You are able to focus on the big picture and dives deep into the details when it’s appropriate. In addition to this, you have a strategic mindset and have a strong drive and capability to deliver according to deadline with high quality and a strive to always improve and reach AAA standards.

In order to be successful in this role you also need to have a good understanding of Service Center processes and ways of working. You are an organized doer who has the capability to identify root causes of problems, balances qualitative and quantitative perspectives and facilitates the development of creative solutions. You are fluent in both Swedish and English.

Location

Stockholm HQ, Sweden (no relocation support provided)

What are you waiting for? Send us your application in English, interviews are held continuously.

We offer you an international working environment filled with smart and ambitious colleagues. We know that diverse teams are strong teams, and welcome those from all different backgrounds and experiences. Your role will make a difference, and you will be a player in a team that has a strong impact on the business result. As an employee at one of Europe’s fastest growing companies, you will play an important role in taking Klarna to the next level.