Who we are
Klarna’s mission is to free people from all the meaningless time spent managing money and purchases, so they can do more of what they love. Every day at Klarna we help consumers, merchants, and partners to explore just how smoooth the modern purchase experience can be. Our position at the crossroads of payments, consumer financing, ecommerce and banking means we are uniquely positioned to do this. There is no label for what we do.
Klarna was born in Stockholm in 2005 and today has 2500 employees working across Europe and the US. We currently serve 60 million consumers, work together with 130,000 merchants and process more than a million payment transactions a day. We are growing at 40% year on year and our investors include Visa, Atomico, Sequoia Capital, Permira and Bestseller group/ Anders Holsch Povlsen. We have strong partnerships with some of the world’s leading brands, such as ASOS, IKEA, Adidas, Zara, Lufthansa and Spotify.
To find out more about what it's like to work at Klarna:
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
Who you are
You have excellent communication skills, 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 strive to always improve and reach high-set 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.
