Service Delivery Manager

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As a Service Delivery Manager, you will be acting as an important liaison among customers, operations and development areas with a very high customer-oriented focus, continuous service improvements and accountability in the organization.

Your aim will be to make sure that the best customer experience ensuring delivery is done according to these criteria’s: compliance, service availability and customer satisfaction.

On a daily basis you will collaborate closely with multiple stakeholders across countries.

You will be a part of an international team based in Denmark, Norway, Lithuania and India. You will be located in Vilnius, Lithuania.

Depending on your experience and knowledge, we may offer you different seniority of the role.

You will:

Be responsible for building relationships with customers of Danske Bank and ensuring the service delivery is managed in accordance with regulatory demand, high availability and to the satisfaction of these customers
Prepare and run meetings with customers based upon agreed operational metrics and create actions/accountability in the organization if these are not met
Be a day-to-day escalation point and ensure the needed accountability in the organization is taken
Together with Service Delivery team set the standard for how we provide service delivery and contribute to the framework and ensure proper organizational implementation
Establish and refine service delivery processes, and ensure they are delivered in an efficient and cost-effective way

About you:

Ability to understand customer needs and create value for customers
Flexible, responding to a rising demand
Capacity to drive improvements, challenge existing practices, and discover innovative approaches
Efficient cross-department collaboration and alignment skills with the ability to build relationships but also set the demand
Proactive and taking ownership team member with the ability to also work with no supervision
Analytical and fact-driven approach: you can easily translate analyses into insights and recommendations that can be presented at the top management level
Experience working with compliance and the know-how to translate it into tangible actions across the organization (would be an advantage)
Upper-intermediate English both written and verbal

We offer:

Monthly salary range from 3200 EUR to 4800 EUR gross (based on your competencies relevant for the job).

Additionally, each Danske Bank employee receives employee benefits package which includes:

Growth opportunities: professional & supportive team, e-learnings, numerous development programs; (incl. professional certificates); 100+ professions for internal mobility opportunities.
Health & Well-being: a diverse, inclusive, work & life balance work environment; additional health insurance; mental well-being practices; partial psychologist counselling compensation; silence and sleep zones at the office; game rooms.
Hybrid working conditions: Work from home up to two days a week; home office budget (after the probation period); modern Danske Campus workplace developed with anthropologist for the best employee experience.
Additional days of leave: for rest, health, volunteering, exams in higher education institutions, and other important activities. Moreover, for seniority with Danske Bank.
Monetary compensation package: accidents & critical diseases insurance; financial support in case of unfortunate events, travel insurance; IIIrd Pillar Pension Fund contribution.