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Service Delivery Manager (Junior level)

Coop Danmark

Virksom - a-kasse og faglig organisation for selvstændige

Coop Technology is part of Coop, Denmark's leading supplier of groceries. In COOP Technology we all contribute in supporting one of the largest and most ambitious private technology projects in Denmark.We will replace 80% of Coop's systems, software and infrastructure to create a stable, secure and future-proof technological platform. Technology must create value in every corner of our business.

SAP Centre of Excellence (COE)
The SAP COE is an organizational unit, where business development is working together with the technical developers and operations professionals, to get the most out of the investment in SAP Retail

Solutions and the integrations to business systems and business partners. You will be part of Service Delivery Management (SDM) Team in SAP Application- & Infrastructure Operations department where we conduct

controlling, planning and supporting the delivery of stable IT-operation and efficient maintenance and development of applications.

Job Description:
The Service Delivery Manager Junior will play an integral and wide-ranging role in the delivery of the SAP and Non – SAP services provided by the Coop CoE and other third-party vendors to the

Coop Denmark Business Users. The SDM – Jr will perform following tasks:

  • Work with the SDM Team to assure the coordination of delivery activities and the follow-up on incidents, change requests and small projects
  • In case of day to day operational issues, SDM – Jr will act as first escalation point and ensure that adequate solutions are implemented with support from SDMs team
  • Handle basic requests from all users and prioritize those requests on the basis business requirements
  • Follow up on and provide feedback to SDM team on the services provided by respective Teams Service Management meetings
  • Work closely with the SDM team along with SAP Basis and Operations team regarding service performance for all functional areas, agreeing action plans with the AMS (Application Management Service) functional team, as required, to help prioritize incident backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests.
  • Assist SDM team in managing stakeholders across the IT Services landscape regarding operational support, with a primary focus on technical integrations, including interfaces between impacted and / or dependent applications.
  • Assist in determining when it is appropriate to escalate and use judgement and experience and to determine the most effective course of action
  • Assist and work closely with SDM team to manage the stakeholders across CoE and Line of Business, using personal experience and judgement to define approaches to dealing with specific stakeholders
  • Assist in facilitation and management of a variety of workshops in the department
  • Assist in planning and execution of vendor meetings
  • As and when required, be part of emergency service restoration process


  • General IT background
  • Good knowledge of ITIL disciplines
  • Ability to manage conflict and offer suitable resolutions
  • Ability to effectively communicate the implications of technical concepts to all stakeholders.
  • Ability to follow tasks from start-to-end and be able to contribute both from technical & organizational approach
  • Excellent communication skills in English is mandatory and Danish is preferred
  • Excellent time management
  • Ability to work under deadline pressure
  • Highly resourcefulness – know how to get things done through collaboration

Experience: Must have

  • Minimum 1-2 years' relevant experience in customer service
  • Experience in complex management activities including supplier management and the delivery of complex IT services to customers
  • Experience with the following programs is required: Microsoft Office Suite (PowerPoint, Word, Excel, Outlook)
  • Experience with SAP is an advantage but not a requirement
  • Experience on Service management tools and good awareness on ITIL processes

Application and further information:
In Service Delivery Management, we currently have 3 SDM’s, who are looking forward to welcoming you during 2020. If you want to know more about the job, please call Seif Jakobsen on mobile 20109284.

If you are interested in the job, submit your application via 'Apply' as soon possible and no later than September 30th., as we conduct job interviews on an ongoing basis.

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Ansøgningsfrist d. 30.09.2020
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Teknik & Teknologi
IT - Hardware
IT - Netværk & Telekomm.
IT - Software
Rådgivning & Support
Økonomi & Forvaltning
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Coop Danmark - hurtigt overblik

Roskildevej 65
2620 Albertslund
Logo: Coop Danmark
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