IT Service Manager

Company Description
Vattenfall is one of Europe’s largest producers and retailers of electricity and heat. Our main markets are Sweden, Germany, the Netherlands, Denmark, and the UK. The Vattenfall Group has approximately 20,000 employees. We have been electrifying industries, powering homes and transforming life through innovation for more than 100 years. We now want to make fossil free living possible within one generation and we are driving the transition to a sustainable energy system.


Job Description
You might expect an energy company to only do energy. But to live fossil free tomorrow, we need to think beyond convention today. At Vattenfall, that’s the mindset that drives everything we do.
We are a diverse mix of individuals who make this happen. Thinkers, creators, builders and solvers. Each adding their own superpowers to the team. Working with us is an opportunity for you to discover your strengths by leading the change on issues that matter. We want you to be your best self. Curious, creative and passionate. In return, we promise to encourage you, challenge you and empower your personal growth. To free your superpowers, start your climate smarter career now!
What will you do
As Service Manager working within Vattenfall IT, you represent the complete IT Service Delivery Portfolio and its related agreements towards key stakeholder within Vattenfall IT and the business areas and units. You are responsible to capture the demands and needs of the business and to provide the Service Owners with information needed to continuously improve the services provided. And with your in-depth knowledge of the Service Portfolio and ongoing projects and improvements, you are able to support and advise your business customers on the overall IT strategy of Vattenfall. You are also responsible to setup delivery agreements for our service and monitor regularly its quality and customer satisfaction. You will of course lead reviews and provide a clear and aligned customer roadmap and set the strategy based on business requirement and market trends to so that Vattenfall IT can deliver stable, secure and innovative services.
Some 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
Are we a match?
We live by our guiding principles - Open, Active, Positive and Safety and believe they also match with your own. As a person you project an aura of trust and are open to others and secure in the knowledge that you do not have all the answers (and when you do have an answers you know when to share them and when to keep listening) . You are fueled by a curiosity to learn more and have the ability to make things happen and move forward. Switching between strategic, and operational topics and tasks comes easy to you. You are joy to work with and possess the ability to communicate clearly and with all types of people.
You have at least:
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

These experiences will also help you to become successful:
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


Additional Information


What we offer:
A challenging and independent job in an informal, dynamic working environment. You will play a part in shaping the future of a company where the only constant is change. Besides being a challenging and inspiring place to work, you will be part of an amazing team of highly experienced and talented individuals where we cherish a great work atmosphere! Everyone are really committed and we want to be the best in what we do. We offer good remuneration, attractive employment conditions and opportunities for personal and professional growth. You get the opportunity to create your own career within the company.
Location: The Service Manager will be based in Sweden in one of our offices in Stockholm, Uppsala or Gothenburg. Some business travels to other Vattenfall locations are required.