Service Delivery Manager

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose

At IDEMIA Public Security, we build cutting-edge biometric solutions that make travel safer, border management smarter, and public security stronger. Our technologies are trusted by governments and public authorities around the world to facilitate secure mobility and protect millions of people every day.

As part of our Travel & Transport business, we are looking for a Service Delivery Manager to oversee the operational performance and continuous improvement of critical systems supporting border control and passenger facilitation.

This is a unique opportunity to work on high-impact international projects, collaborate with public sector clients, and play a key role in delivering mission-critical services.

Key Missions

As a Service Delivery Manager, you will be responsible for ensuring the operational continuity, performance, and evolution of our solutions while delivering an outstanding customer experience.

Your key responsibilities will include:

• Ensuring the availability, reliability, and continuous improvement of mission-critical systems supporting border management and passenger flow
• Developing and implementing maintenance strategies tailored to customer needs, including spare parts management, software upgrades, preventive maintenance, and support organization
• Monitoring service performance through KPIs and SLAs, managing maintenance budgets, and driving continuous improvement plans
• Coordinating field support activities across internal teams, subcontractors, and third-party maintenance providers to ensure efficient service delivery
• Acting as the primary point of contact for customers, building trusted relationships through regular governance meetings, service reviews, and clear operational reporting
• Working closely with technical teams to understand customer requirements, validate proposed solutions, and translate business needs into technical actions
• Managing service delivery risks, priorities, and escalations while ensuring contractual commitments are consistently met

Profile & Other Information

• Proven experience in Service Delivery Management or a similar customer-facing role involving complex IT systems or managed services
• Experience managing service contracts, budgets, and operational performance
• The ability to understand technical architectures, customer requirements, and operational constraints
• Strong analytical and problem-solving skills, with the ability to coordinate cross-functional and international teams
• Experience using project management tools such as MS Office, MS Project, and customer support platforms (CRM, ticketing tools, etc.)
• Excellent communication and stakeholder management skills
• Professional proficiency in Danish and English (written and spoken)
• Knowledge of Norwegian is considered a strong asset
• Previous experience working with public sector or government authorities is highly valued
• ITIL Certification is a plus
• Willingness to travel regularly to customer sites in Norway