IT Experience service delivery manager, Tampere or Espoo

About the role

In this role, you’ll be at the heart of improving the company's internal IT service experience. You’ll lead the team responsible for service integration and end-user satisfaction, ensuring effective collaboration across multiple IT support levels. Your focus will be on proactively monitoring and enhancing IT service performance, developing the Command Center operations, and implementing new ways to track and improve the internal user experience. This is a leadership role where your ability to coordinate, support, and drive improvement will have a visible impact.

This role is temporary and will last approximately one year.

You are offered

This role offers a dynamic and supportive environment where ideas are valued, laughter is welcome, and high standards go hand in hand with positive energy. You’ll have the chance to influence how internal services are experienced and developed across the organization.

Work tasks

• Improve internal end-user experience by tracking NPS and identifying service improvements.
• Implement SIAM and take maturity level of company SIAM to the next level.
• Oversee service integration across support levels and ensure smooth collaboration.
• Develop and implement monitoring methods to proactively detect and resolve issues.
• Managing the Command Center Service, proactively addressing service issues before they impact the end user.
• Collaborating with stakeholders to define expectations for each support level and ensuring consistent follow-through.

We are looking for

• Fluent English skills, both written and spoken
• Relevant educational background
• Prior experience in Service Integration and Management (SIAM)
• Global company experience in IT and experience working with IT suppliers?
• Positive and supportive attitude, and contribution to the team's strong, open culture.

Our recruitment process

This recruitment process is handled by Academic Work and it is our client’s wish that all questions regarding the position is directed to Academic Work.

Our selection process is continuous and the advert may close before the recruitment process is completed if we have moved forward to the next phase. The process includes two tests: one personality test and one cognitive test. The tests are tools to find the right talent for the right position, to enable equality, diversity, and a fair process.