IT Service Manager

IT Service Management enables an organization to maximize business value from the use of information technology. For that a IT services centric view (service orientation) is applied as the key means of delivering and obtaining value. It works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation. IT Service Management is not just a set of processes, but a mindset to ensure that the desired outcome for the business is achieved, focusing on value and continual improvement.

Tasks & Responsibilities

- Represent the complete IT Service delivery portfolio and related agreements towards all stakeholders in Vattenfall IT and Business
- Setup and update clear delivery agreements for the business, to ensure that the current and future service level requirements of customers are identified, documented and maintained
- Monitoring changing business needs and their fulfillment and communicate these changes to correct stakeholders
- Operationally responsible for driving and coordinating escalation resolution and follow-up based on IT commitments towards the business
- Secure alignment between IT and business stakeholders by proactive follow-up
- Proactively and reactively initiate and ensure improvement initiatives in regard to all IT Services (fixed/variable) together with Vattenfall IT and Business
- Provide frequent business specific reporting (budget, satisfaction, tickets) and analysis and initiate measures to drive increased end user satisfaction
- Drive service and cost performance initiatives and ensure execution of improvement initiatives together with Business

Qualifications for the assignment
- 5+ years of experience in IT Service Delivery
- Ability to design and deliver information and presentations to all levels of an organization
- Strong financial management knowledge
- Experienced in Life Cycle Management
- Ability to own and articulate end-to-end service requirements and understand customer and business needs and understand impact on services and priorities
- Strong ability to collaborate and build long-lasting relationships and partnerships with various stakeholders across the entire Vattenfall organization and external partners
- Fluent in written and spoken Swedish (native or C2 equivalent) and English

Meritorious:
- Leadership experience in a similar role or other relevant experience
- Knowledge & proven experience in existing ITSM frameworks and related processes (e.g. ITIL, ISO 20000)
- A strong ability to bridge communications between the IT organization and its business customers
- Experience working with Business Development
- Project Management experience
- A quality- and customer driven mindset enriched with the curiosity to explore new opportunities
- An ability to orchestrate between functions and organizations in relation to service design, transition and delivery