Service Delivery Manager

Join Omada as a Service Delivery Manager – Drive Excellence in Identity & Access Management!

Omada is on a fast track to becoming a global leader in Identity and Access Management (IAM). Our recognition as a Leader in the Gartner Magic Quadrant is a testament to our innovation and excellence. To maintain and elevate our high standards, we are seeking a Service Delivery Manager (SDM) to play a pivotal role in ensuring top-tier customer experience and seamless service delivery.

As a Service Delivery Manager, you will oversee customers in the Omada Customer Lifecycle, ensuring the effective management of our Omada Identity Cloud customers. You will be a part of a dynamic team, manage work scheduling, and be responsible for customer retention. Additionally, you will oversee our Service Catalog, ensuring the timely resolution of service requests and incidents. The SDM also manages the Omada Service Catalog and is accountable for the delivery of Service Requests as well as the resolution of Incidents. 

Key Responsibilities:

• Drive customer satisfaction and retention by delivering best-in-class service.
• Ensure adherence to committed SLAs/OLAs for Omada Identity Cloud and On-Premise customers and partners.
• Define, execute, and continuously improve the Service Catalog.
• Manage the seamless handover from implementation to operations.
• Lead the Global Knowledge Escalation Process.
• Facilitate internal and external service communications.
• Lead the Change Management Board.
• Provide data-driven reporting to customers.

Performance Indicators:

• Incident and Problem Resolution Time
  Compliance with Omada’s Information Security Management System (ISMS).
• High customer satisfaction and retention rates.
• Efficient utilization of Service Delivery Center resources.
• Consistent delivery of agreed SLAs.

What You Bring:

• ITIL Intermediate certification or higher.
• Understanding of ISO 27001 and SOC2 quality management framework.
• Experience in establishing and optimizing call center and service management processes.
• Strong leadership, motivational, and communication skills.
• Fluent business-level English (Danish or German is a plus).
• Adaptability in a fast-paced, evolving environment.
• A service-oriented mindset and passion for customer success.

What we offer

• Competitive salary & benefits 
• Support for your ongoing growth & development 
• Access to LinkedIn Learning
• Team-building activities 
• Great work environment

More about Omada

Omada is a modern technology company with a highly skilled and passionate team. We have a strong culture based around Team, which in Greek is Omada! Omada’s core values are Teamwork, Ambition, Deliver Value in everything we do, and Constant Care. We are seeking long-standing relationships with our employees as we believe in the mutual positive effects these provide. Omada offers flexible working conditions in a modern work environment, and we are an Equal Opportunity Employer.

If this has caught your interest, apply now! We will interview on an ongoing basis and the position will be filled when the right candidate is found.

For further information, please contact VP Service Desk & Support Henrik Jensen at [email protected].

Omada is an equal opportunity employer and qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class.

At Omada, we are experts in cybersecurity, taking our customers by the hand, helping them to take identity and access management to the next level. We offer you the opportunity to work with passionate, competent people, experts within their field, in an informal and agile organization with a flat structure. We thrive on being challenged and everything we do is anchored in our core values of ambition, teamwork, constant care, and creating value.

The Omada product is rated as one of the very best in the world by analyst firms like Gartner, Forrester, and KuppingerCole and we have a high focus on keep developing our product to meet our customers’ business requirements.