Vice President B2B Customer Delivery & Operations

Job Description

Lead the delivery and operations engine behind GlobalConnect’s Nordic B2B services

GlobalConnect is strengthening how we deliver, operate and continuously improve our B2B services across the Nordics. We are bringing ownership of managed network services, SD-WAN, managed LAN, cloud connectivity and security services into one delivery and operations organization.

As VP B2B Customer Delivery & Operations, you will lead this organization and be part of the Nordic B2B management team. You will own service quality, SLA performance, cost efficiency and customer experience across the full service lifecycle; from platform operations and lifecycle management, detailed low level design, implementation to running the solution via ServiceDesk and Advisory Services.

To succeed in this role, you likely have:

• Senior leadership experience from managed services, security services, SD-WAN, managed network services, managed LAN, cloud connectivity or another B2B technical services environment
• Experience leading customer-facing delivery and operations organizations at scale, including leading through other leaders
• Strong understanding of how overlay services are built, delivered and operated on top of underlay infrastructure, and how to manage the internal sourcing relationship this requires
• Commercial fluency: comfortable owning delivered revenue and growing advisory services alongside operational performance, not treating them as someone else’s number
• A track record of improving service performance, operational scalability and customer orientation through clear leadership and disciplined execution

About the role and the team

You will lead the Nordic B2B delivery and operations organization for GlobalConnect’s overlay services; the customer-facing services delivered on top of our core infrastructure. This includes managed network services, SD-WAN, managed LAN, cloud connectivity and security services.

The services in your portfolio depend on underlay infrastructure delivered by GlobalConnect’s Infrastructure unit. A key part of your role will therefore be to lead that internal customer relationship: defining what the B2B business needs from the underlying infrastructure, setting clear service expectations, following up on performance, and making sure the customer experiences the service as one connected delivery.

You inherit a working delivery and operations base. The mandate is to strengthen it, raise performance, and build clearer lifecycle ownership across the full overlay portfolio; from implementation and delivery to service desk, operations and ongoing service improvement.

This is a senior leadership role with direct impact on how GlobalConnect delivers, operates and improves B2B services across the Nordics.

What you’ll be working on

• Lead the B2B overlay delivery and operations organization across the Nordics, including service desk as the customer’s first point of contact
• End-to-end operational ownership of the overlay portfolio across implementation, delivery, service desk, operations, and lifecycle managemen
• Providing Advisory Services to existing customers to increase their value from the solutions
• Improve service quality, SLA performance, cost efficiency and operational scalability across the overlay portfolio
• Lead the internal customer relationship with the Infrastructure unit by setting clear expectations, following up on performance and ensuring a consistent customer experience
• Take senior ownership of critical customer escalations that cross service and infrastructure boundaries
• Work closely with product, commercial, technical and platform leaders to ensure customer commitments are deliverable, commercially sound and operationally sustainable

What you’ll be accountable for

In this role, success will be measured across three connected areas:

• Commercial outcomes — including delivered revenue and growth in advisory services
• Service performance — including delivery speed, service quality and incident response
• Customer experience — measured at every meaningful customer touchpoint, from delivery through service desk to ongoing support

You will be expected to understand these areas in depth, set clear targets and lead the organization to deliver measurable improvement over time.

Who we are looking for

We are looking for a senior leader who understands how technical B2B services are built, delivered and operated on top of underlying infrastructure, and who knows how to lead the internal supplier relationships needed to create one reliable customer experience.

You are comfortable operating at the intersection of customer experience, service quality, commercial performance and internal supplier management. You can set clear direction, build trust across functions and create accountability without losing collaboration.

You know how to lead through change. You can strengthen an existing organization, improve discipline and performance, and help teams understand what good looks like. You are also able to balance commercial pressure with operational quality and long-term customer trust.

This role is well suited for someone who wants to shape a Nordic delivery and operations unit with high customer impact, clear business relevance and a broad leadership mandate.

Does this sound like you? If so, we would love to hear from you.

Our recruitment process

• Initial conversation with Talent Acquisition Partner Anna
• Interview with the Hiring Manager
• Capability and case interview with the Hiring Manager and a peer stakeholder
• Personality and ability assessment, with feedback and discussion
• Final alignment, references and offer

In this role, you will be close to the customer, close to the business and close to the operational engine that makes our services work. You will have the opportunity to strengthen how GlobalConnect delivers and operates B2B services across the Nordics.

The role is located in either Stockholm or Oslo.

No need for a personal letter – just send us your CV or LinkedIn profile.

Join us and be part of the transformation in the most exciting company within critical digital infrastructure in Northern Europe!