Service Development Manager

Gapit Nordics is a Norwegian technology company headquartered in Drammen, with offices in Kongsberg. While our roots are in the Nordics, our work reaches clients across the globe.

We specialize in Operational Technology and Information Technology, bridging the gap between the two by delivering manufacturer-independent, open-source–based solutions for monitoring, data collection, visualization, and management of critical infrastructure and data center environments.

We are driven by curiosity and a desire to truly understand before choosing a solution. We ask questions, stay open and humble, and believe we are never done learning.

Our culture is built on openness, innovation, and technical excellence, providing a professional home for engineers who want to work with modern technology in complex and mission-critical environments.

THE ROLE

The Service Development Manager supports the Head of Service Management in growing and maturing the service organization on both the service and the operational side. Where the Service Manager owns day-to-day delivery, this role builds the capability behind it: developing the service portfolio, establishing processes and systems that scale, and preparing the organization to take on new customers, sites and service agreements. The role translates the service strategy set by the Head of Service Management into concrete offerings, ways of working and operational readiness.

RESPONSIBILITY

• Support the Head of Service Management in developing and growing the service organization on both the service and the operational side.

• Develop and maintain the service portfolio, including new service offerings, service levels and the supporting descriptions used in customer proposals.

• Build service processes, ways of working and documentation that allow the department to grow without loss of quality or consistency.

• Prepare and coordinate operational readiness for new customers, sites and service agreements, in cooperation with Service Managers and Head of Workforce.

• Identify and develop growth opportunities within the existing customer base, including service agreement renewal, expansion and upsell, together with Business Development.

• Develop service management systems and tooling so they support scale, reporting and consistent ways of working across the department.

• Coordinate with Engineering, Delivery and Workforce to ensure new solutions are supportable in service from the point of handover.

• Define and follow up KPIs for service development initiatives, and report progress and results to the Head of Service Management.

• Drive continuous improvement across the service and operational side, converting recurring issues and customer feedback into structural improvements.

• Support competence planning and development within the service organization, including onboarding material and identification of training needs.

• Contribute to costing, pricing input and business cases for new and expanded service offerings.

• Contribute proactively to the development and effectiveness of the company's overall management system and ways of working.

COMPETENCE REQUIREMENTS

• Preferred bachelor's degree in business management, engineering or a related field (or equivalent experience).

• Proven experience from service management, service delivery or operations, preferably in a growing organization.

• Experience developing service offerings, service levels and service agreements.

• Strong process and structure orientation, with the ability to build ways of working that scale.

• Commercial understanding, including costing, pricing input and business cases for service offerings.

• Experience with service management tools, ticketing systems and support platforms.

• Ability to work across disciplines, coordinating with engineering, delivery, workforce and business development.

• Experience with KPI definition, performance follow-up and management reporting.

• Strong documentation skills and a structured approach to change.

• Proficiency in English (oral and written) is required.

• Willingness to travel nationally and internationally as required by customer responsibilities.