About the Role:
We are seeking an experienced Director of Service Delivery to join our growing team and lead the development of a high-performing customer delivery function across the Nordics. As we continue to scale our data center operations, this role is central to driving operational excellence, strategic account management, and long-term customer satisfaction.

As Director of Service Delivery, you will be responsible for building and managing the full customer journey—from onboarding and implementation to ongoing relationship management and account growth. You will play a key leadership role, reporting directly to the Chief Operating Officer and working cross-functionally with teams across Sales, Development, Operations and Support. This is an exciting opportunity to shape how we serve our enterprise and technology clients while ensuring consistent, high-quality service delivery.

You will lead a team of implementation managers and support service delivery managers, develop tailored engagement strategies for strategic accounts, and build scalable processes for all customers. A key focus will be on customer retention, service-level compliance, operational performance, and driving commercial value across the portfolio.

Key Responsibilities:

Customer Lifecycle:
Design and implement a structured customer journey—from onboarding to long-term value realization—ensuring seamless transitions across departments and clear processes for governance, engagement, and feedback.

Strategic Account Management:
Act as executive sponsor for key accounts, overseeing delivery quality, satisfaction, and growth. Lead strategic service reviews, develop bespoke governance models, and align account needs with our product and infrastructure roadmap.

Scalable Engagement for All Customers:
Develop a standardized model for engaging small to mid-sized customers, introducing automation, self-service tools, and clear escalation paths to maximize efficiency and responsiveness.

Team Leadership:
Recruit, develop, and manage a high-performing implementation delivery team. Set clear objectives, foster a culture of accountability, and ensure team structure aligns with customer segmentation and business needs.

Performance Management:
Own KPIs related to retention, satisfaction, service quality, and customer expansion. Leverage data to track usage trends, forecast growth, and inform service priorities.

Cross-Functional Collaboration:
Serve as the voice of the customer internally, working closely with Sales, Development, Operations, and Marketing to resolve issues, share insights, and improve our offering.

Customer Advocacy & Feedback:
Create structured feedback and advocacy programs, including reference customers and surveys. Use insights to continuously improve our services and product roadmap.

About You:
You are a strategic and customer-obsessed leader with a deep understanding of data center environments. You thrive in fast-paced settings where you can build, scale, and lead with clarity and impact. A natural collaborator, you navigate complex relationships with ease and bring both a commercial mindset and a strong sense of ownership to your work.

You are highly structured, data-driven, and skilled at leading teams through growth and change. Whether engaging with a strategic customer or building scalable internal processes, you bring both empathy and discipline to the table. You are ready to take full ownership of the service delivery function and help shape the future of digital infrastructure in a rapidly growing company.

To succeed in this role, you bring:

• 8–10+ years of experience in senior customer-facing roles, ideally within data centers, enterprise infrastructure, or high-availability services

• Proven success building and leading service delivery or customer success teams

• Strong leadership skills with experience managing performance and developing talent

• Solid understanding of data center operations or complex infrastructure services

• Excellent communication skills and executive presence

• Experience using service delivery tools, CRM platforms, and performance analytics

• A strategic mindset with operational precision and a passion for customer success

Where you’ll be:

This role is preferably based in Finland, but could also be in Iceland (Reykjavik), Denmark (Copenhagen), Norway (Oslo) or Sweden (Stockholm). Regular travel (2-4 times per month) is expected.

Why join us:

At atNorth, we believe that sustainable success starts with the wellbeing of our people. Our commitment to building an open, transparent, and inclusive culture is not just a priority—it is a core part of how we lead, grow, and deliver excellence.

Through regular one-to-one engagements and monthly wellbeing surveys, we listen carefully to our teams, ensuring that every voice is heard and every opportunity for improvement is embraced. We recognize that innovation and collaboration thrive where people feel truly connected, which is why we come together each week to share ideas, strengthen relationships, and nurture a sense of belonging—sometimes over a simple breakfast and good conversation.

At atNorth, we are building more than infrastructure. We are building a community where people can do their best work and shape the future together.