Head of B2B Delivery Operations

We're looking for a leader to take full ownership of how we deliver operator services, from large, complex implementations through to service management and operations. You'll own the numbers that count: faster lead times, sharper delivery precision, higher NPS, and growing, profitable accounts. If you're a hands-on leader who thrives where great delivery meets real commercial impact, this one's for you. At Tele2’s B2B unit (Business to Business), we work with a broad portfolio of IT and telecom products and services. We support customers of all sizes – from micro businesses to large enterprises and the public sector – helping them digitalize, secure and develop their business potential. As friendly experts, we combine deep expertise with a practical, customer-focused approach. Working in B2B means collaborating closely with our customers to create solutions that drive business value, strong customer experiences and sustainable growth. About the job As Head of Delivery Operations, you own the end-to-end delivery of all operator services across every customer segment. You lead the project management of large customer implementations and ensure that services go live efficiently, on time, and to a standard that keeps customers coming back. Your remit also covers service management, invoicing and administrative enablement, customer training, and the operations of Genesys Cloud. In this role you will: Lead the implementation of operator services in an efficient, repeatable way Project-manage large, complex customer implementations from contract to go-live Own service management for operator customers, driving customer satisfaction and add-on sales Build and maintain expertise in invoicing and administrative enablement Oversee customer training and the day-to-day operations of Genesys Cloud Take responsibility for the profitability of customers managed by your service managers You'll be measured on the things that matter to the business and the customer: Lead time: contract to cash, and order to cash Customer satisfaction (NPS) Delivery precision Add-on sales Credit notes Customer profitability across the service-managed portfolio Who are you? To thrive and succeed in this role, we believe that you: Have proven leadership experience in delivery, operations, or service management, ideally within telecoms, or a comparable B2B environment Commercial mindset and customer-centric, with a track record of owning KPIs such as lead time, delivery precision, NPS and customer profitability Hands-on familiarity with driving efficiency and customer experience improving projects preferably leveraging AI Preferred qualifications: Bring solid project management experience leading large, complex customer implementations Experience with invoicing and administrative enablement processes You're a natural leader who builds trust quickly and gets the best from your team. You stay calm and structured when implementations get complex, and you keep both the customer and the commercials in view at the same time. You're driven by results, comfortable making decisions, and you genuinely enjoy turning satisfied customers into long-term, growing accounts. A few words from the manager "You would be joining a close-knit team that takes pride in delivering value to our customers and supporting each other along the way. We move fast, we're honest with one another, and we celebrate the wins together. If you want real ownership, the chance to shape how we deliver, and a team that genuinely has your back, this is the place to do it. - Johanna Juhl, Director of B2B Operator"