As we continue to expand and scale up our tailored digital solutions at Vincit, the complexity and strategic importance of our services is also growing. That’s why we’re looking for an experienced Service Delivery Manager to help ensure our customers stay happy – even on Mondays.

What is the job like really?

At Vincit, we take pride in delivering exceptional customer experiences. In this role, your core mission is to develop and maintain top-tier service for our key customer accounts in our Digital Solutions Business Unit. You’ll focus on tailored software development projects and lifecycle service delivery for customers such as Särkänniemi and IBU.

You won’t be doing all this alone – you’ll work closely with our skilled cross-functional teams across service delivery, sales, software development, and platform services. And you’ll have the freedom to shape your own ways of working within a supportive and expert-driven environment.

Here’s a peek into what your weekly work could involve:

☘️ Customer Account Development: Support our business areas and delivery teams in growing existing accounts and driving long-term customer satisfaction.

☘️ Service Level Management: Define, negotiate, and manage SLAs and contracts. Lead regular SLA reviews, monitor compliance, and handle customer escalations with professionalism and care.

☘️ Incident & Problem Management: Ensure quick and efficient resolution of incidents and problems. Develop and refine processes to reduce disruptions and improve service continuity.

☘️ Reporting & Communication: Create service performance reports, analyze customer feedback, and keep internal and external stakeholders informed with relevant updates.

☘️ Service Coordination: Organize and plan daily operations with experts like software developers, architects, platform engineers, and consultants – making sure resources are aligned with customer needs.

☘️ Budget & Invoicing: Support budgeting, cost control, and invoicing to ensure sustainable service delivery without compromising quality.

What are we looking for?

🎯 A proven track record in leading service delivery for custom software solutions – ideally across diverse industries such as retail, manufacturing, B2B, or the public sector.

🎯 Solid understanding of ITIL-based service delivery practices, preferably aligned with ISO 20000-1.

🎯 Insight into the unique challenges of maintaining tailor-made software – experience in software development projects is highly valued.

🎯 Several years of hands-on experience with Atlassian Jira Service Management, including workflow design and reporting.

🎯 Excellent communication skills in both Finnish and English – you’ll work closely with Finnish-speaking customers and international teams.

We also value:

🎯 Excellent stakeholder and communication skills – you build trust and keep things transparent.

🎯 Ability to manage complex deliveries – you bring structure, clarity, and momentum, even in challenging settings.

🎯 Collaborative approach – you work naturally across teams and functions, keeping everyone aligned.

🎯 Proactive problem-solving – you stay calm under pressure and adapt quickly when things change.

Cool but what’s in it for me?

🌟 Maximal flexibility and location independence – set up your workstation wherever you want and utilize our awesome office spaces in the way you feel is most suitable for you.

🌟 Solid pay – your monthly base salary (4500-5500€) will be based on your experience and expertise + you’ll naturally get to enjoy Vincit’s bonus model, personnel fund and transparent salary weeks.

🌟 More than generous employee benefits – lunch benefit, free snacks and drinks, healthcare and dental care services, extensive insurance, childcare services, high-quality work equipment – the list goes on!

🌟 Best place to grow – We want to ensure your Vincit career is filled with learning and growth. That’s why we’ve set up Univincity to support your professional development, offering a wide range of workplace learning opportunities.

🌟 Various career opportunities – pursue the role that's right for you, be it a new position, lateral move, or venturing into a different direction. Read inspiring examples of career paths in our career stories.

🌟 Work-life balance – We encourage you to shape your work life according to your personal needs. Whether it's family commitments, a side hustle, a sporty career, or simply the desire to downsize, we're always ready to discuss how we can tailor your work to fit your lifestyle.

🌟 Modern, transparent, and humane organization culture – thanks to these traits, we're an award-winning workplace to be proud of.

🌟 Active communities - Our belief, "extraordinary things are created together", is best seen in our various communities. We believe in togetherness and support each other in finding their place and peeps in the organization, whether it’s office communities, hobby clubs, project teams, or more.

🌟 We are committed to making the digital world more inclusive – we take our DEIB (Diversity, Equity, Inclusion, and Belonging) journey seriously to create a safe and welcoming workplace for everyone.

🌟 A team of skilled experts at least equal to yourself – our way of working and thinking usually suits those who are, or want to be, at the top of their profession. Work with us and you get to be part of our Vincit community which consists of the country’s top developers, designers, and other experts.

👉 Explore real-life examples of our human-centric Vincit culture in our People & Culture blog.

Curious but still on the fence?

If there’s anything you’d like to chat about the job, don’t hesitate to get in touch with Ville Laakkonen (Head of Service Delivery) at ville.laakkonen@vincit.fi.

To get to know us as an employer, we recommend checking our career site, blog, Facebook, Instagram and LinkedIn.

Please send us your application latest by May 25, 2025.

#LI-Hybrid