Job Description
Right now, we are looking for an IT Service Manager.
The Support Services & Tools team is on an exciting change journey to improve and modernize the Telia Company’s internal Order & Support services and delivery processes, and we need you who are quality-focused, forward-thinking and have a customer centric focus to join this dedicated and energetic team where you will be a key player!
Your next challenge?
The IT Service Manager will be responsible for managing, driving improvements and ensure user satisfaction regarding the Telia Company internal IT Support and Service Desk delivery and the related processes, serving approx. 20 000 users in the Nordics and Baltics. The IT Support Model consists of many different teams in different geographical locations, involving multiple vendors, tools and interfaces and we need you to help us simplify and reduce the complexity.
Requirements
Who are you?
You have a passion for customers, service improvement and leadership. To fit the bill, you have already worked with internal IT Service Desk or customer services management. You know and understand the related processes, both from an ITIL and business perspective. Since you will be working closely with many different stakeholders and users in an international environment, great communications skills in English are crucial. You should also have experience in vendor management and you want to be a part of a change journey!
Your personality:
- Customer/user focused and enjoy driving improvements to simplify processes and increase user satisfaction
- Analytical, structured and quality oriented
- Proactive, self-driven and forward-thinking, typically recognizing new opportunities
- Efficient, quick learner and open to try new ways-of-working
Your Experience:
- Fluent in English (verbal and writing) and very good general communication and presentation skills
- University level or equivalent education
- Management of IT Support Service/Customer Services team and IT Service Management (ITIL)
- Management of international stakeholders on different levels, including external vendors
- Management of related strategies, roadmaps and financial targets
- Performing analysis tasks (processes, business rules, cost, etc)
Interested?
If you fancy joining my team, apply for the job!
Selection is ongoing, so do not hesitate to get in touch.
Welcome to Telia – Home to your next big opportunity!
