ITSM Process Owner, Tampere or Helsinki

About the role

As an ITSM Process Owner, you will be crucial in owning, designing, and maintaining ITSM processes within the Transition and Delivery area, including Change, Release, Agile, Project, Test, and Demand Management. This role is part of a new IT Service Management Office, focused on enhancing operational effectiveness through shift-left and AIOPS capabilities, delivering optimized and transparent ITSM products and SIAM services.

We offer a fixed-term contract for approximately six months, with a possibility for an extension.

Work tasks

This role involves monitoring, controlling, and optimizing ITSM processes to ensure their efficiency and maturity across our client's IT landscape and supplier ecosystem. You will lead process design, implementation, and continuous improvement initiatives, acting as a central point of contact for process governance and reporting key performance indicators.

• Monitor, control, and optimize ITSM processes.
• Ensure efficiency and maturity of ITSM processes within UPM IT and the supplier ecosystem.
• Lead according to IT Leadership principles: lead by example, create clarity, build trust, and enable growth.
• Design, maintain, and own specific ITSM processes, ensuring alignment with IT operating model and SIAM principles.
• Serve as a global Process Owner, accountable for process design, implementation, and continual improvement with strategic suppliers.
• Report process KPIs to evaluate effectiveness and efficiency, and plan corrective actions.
• Proactively identify and guide the execution of continuous improvement initiatives.

We are looking for

• Strong background in ITSM roles with direct responsibility for process execution and governance.
• A methodical problem-solver who understands the intersection of business needs and IT processes.
• Hands-on experience with ServiceNow, ITSM reporting, and process automation. Familiarity with ITIL frameworks is essential.
• Proactive, accountable, and intellectually curious with a desire to solve complex operational challenges.

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.