Head of Department, Service Delivery Management 

Do you want to shape the future of service delivery and lead a team that drives operational excellence and client success? As Head of Department, Service Delivery Management at Systematic, you will set the strategic direction, inspire high-performing teams, and act as the trusted link between our clients and internal operations. Step into a role where your leadership truly makes a difference.

The job 
As Head of Department, Service Delivery Management you will be responsible for leading and managing the Service Delivery Management function to ensure exceptional service delivery across all client engagements. The role focuses on building high-performing teams, establishing robust service delivery frameworks, and driving client satisfaction while maintaining operational efficiency and profitability.

The department covers cross-functional team of 9-12 professionals including Service Delivery Managers, Process Improvement Specialists, Problem Managers and Change Managers. The main internal stakeholders are executive leadership and the application operation team. The external stakeholders are end-users/Systematic clients and vendor partners.

Some of your key tasks will be to:  

• Strategic Leadership & Planning: Develop and execute service delivery strategy aligned with business objectives, define standards and KPIs, and lead strategic planning sessions and business reviews.
• Process Optimization & Scalability: Identify and implement automation, process improvements, and tools to enhance efficiency and scalability.
• Team Management & Development: Lead, mentor and develop a team of Service Delivery Managers, conduct performance reviews, create development plans and foster a culture of continuous improvement and client focus.
• Client Relationship Management: Maintain executive-level relationships with clients and stakeholders, Lead escalation resolution and ensure client satisfaction, participate in committees and governance meetings, and coordinate cross-functional teams.
• Financial & Vendor Management: Manage department budgets and resource allocation, drive profitability, support contract negotiations, and oversee vendor and subcontractor compliance and cost optimization.
• Process & Quality Management: Establish and maintain service delivery frameworks and governance, ensure compliance with industry standards and internal policies, and drive continuous improvement initiatives.

This position requires occasional travel for client meetings, team visits and industry events (10-15%). The travel will be primarily domestic, with occasional international travel
 
Joining the team 
The Service Delivery Management department is accountable for ensuring seamless delivery of services to clients, maintaining service quality standards, managing client relationships, and driving continuous improvement in service delivery processes. The department serves as the bridge between technical delivery teams and client expectations. 

The team operates in a matrix structure across multiple client accounts and service lines, with both co-located and distributed team members. They work collaboratively using agile methodologies and focus on proactive service management. The department's clients are primarily internal customers, and they have a complex understanding of internal customers – customer needs.
 
Your qualifications  
We are looking for an ambitious and committed leader to contribute to Systematic’s customer operations and ensure continued commercial and market success. You should have a natural talent for building trust and maintaining long-term client relationships.

To succeed in this role, you should bring:

• +8 years of experience in service delivery, operations management, or client services, combined with +5 years in a leadership role managing cross-functional teams.
• A Bachelor’s degree in Business, Engineering, IT, Business Administration, or a related field. ITIL Foundation certification is preferred.
• A proven track record of establishing service delivery/operations as a trusted, value-adding partner for internal and external clients, delivering measurable business outcomes.
• Experience with complex, multi-year client engagements and leading service improvements and transformation initiatives.
• Ability to inspire and lead high-performing teams through change and growth, managing dependencies across Customer Operations and acting as a single point of contact for clients.

We are also looking for someone who:

• Understands software development or service delivery in a technology-driven environment.
• Has strong experience with complex, multi-year client engagements and leading service improvements and transformation initiatives
• Demonstrates strong business acumen, excels at stakeholder management, and builds trust and long-term client relationships.
• Has hands-on experience with ITSM tools. Knowledge of cloud platforms (AWS, Azure) and agile/DevOps tools is an advantage.
• Possesses strong analytical skills, can resolve complex operational challenges, and works effectively across organisational boundaries and cultures.
• Communicates clearly and confidently in English, both written and verbal. Danish is an advantage but not a requirement.

Please note that you must be able to present a clean criminal record and have lived in a NATO and/or an EU country for the past seven years as we work with security-classified projects. Read more here. 
 
Welcome to Systematic Aarhus
At our Aarhus office, you can look forward to joining our Employees Club, which offers nearly 100 events a year of both social and professional character. Here, you can take advantage of a range of on-site perks from physiotherapist-led massages and an in-house hairdresser to sports clubs, game tables and even our own padel court. Our canteen is a standout feature, serving a daily selection of delicious and healthy dishes. Beyond the office, you will also enjoy benefits like free ARoS +1 access and various shopping discounts. 

Never stop developing  
Systematic is uniquely people-centric, truly international and proudly rooted in Denmark with more than 1100 employees. Together, we write intelligent and innovative code to drive progress and improve lives. We develop IT solutions that make a real difference where it matters most. This is why we never stop developing. Here, there is room to be professional and personal. It is not just a place to work but a place to belong.  
 
Start your development here 
To apply for this position, please visit our recruitment partner’s website here and complete the application process. Further contact information can also be found via this link.

Since we wrote our first line of code in 1985, privately owned Systematic A/S has grown to an international software house with more than 1.200 employees representing 27 different nationalities working at offices in 11 countries and with customers all over the world. Our goal is simple: To improve the world with exceptional software. We deliver software and system solutions for customers within the public sector, the health sector, the defence sector, the police, the financial sector and the service sector, and we have more than one million users worldwide. We work on a foundation of trust, where we have freedom and responsibility to make decisions in our daily lives. We are dedicated to making a difference, and dare to challenge technology, each other and ourselves. As a new employee at Systematic, you will be welcomed by helpful colleagues, and you can look forward to both a mentor scheme and all the support you need. Together, we can develop and fulfil your potential and make Systematic even better.