Lead, ITSM Core processes and Tools

Business Technology drives digitalization at Fortum, enabling smart solutions for customers, improved asset and trading productivity, and new data driven business models. The organization brings together technical and digital competences and solutions to help optimize Fortum’s entire value chain, create excellent customer experiences and drive new sources of revenue.

Your role

As Lead, ITSM Core Processes & Tools you are accountable for process and tools development and deployment in your responsibility area. This is a key role within Fortum’s IT Service Management and offers you a great possibility to drive and contribute to the renewal of process and tools landscape.

You are accountable for operational and financial performance of your responsibility area. You will work closely with Business Technology (BT), suppliers and business stakeholders to ensure best support for our service management operations.

Main responsibility areas:


• Lead development and own following Service Management processes and practices:

• Incident and problem management
• Request and access Management
• Knowledge management
• CMDB data


• ITSM Tools including Service Portal
• Training of above for relevant stakeholder groups
• Ensuring that BT has needed skills and competences within the responsibility area
• Define process performance metrics and monitor end-to-end process and related tools’ performance accordingly including business continuity and quality assurance
• Supplier/vendor management within own responsibility area
• Ensuring that implementation of releases, change management, demand execution and continuous service improvement processes are working efficiently
• Contributing to the development of ways of working to achieve world class services for our business stakeholders and users

We are looking for Lead, ITSM Core Processes & Tools having experience in following areas:


• ITSM processes and tools development and deployment
• SLA and KPIs’/PIs’ framework
• Performance management and continual improvement
• Capacity and risk management
• Financial and contract management

We offer You

This is a position where you can have direct impact to IT service quality, ways of working, processes and methodologies. You will be part of the Business Technology change and part of the team to make the change happen. Your immediate team consists of IT Service Management professionals with great ambition to drive continuous improvement and finding best solutions to support our operations.

This is the start of your meaningful career journey at Fortum. We actively encourage job rotation and development activities across the company with open leadership as our guiding principle. We offer you a position in one of Europe’s leading energy companies and an opportunity to join the change for a cleaner world. You will have great development opportunities in the role and within Fortum, working in cross-functional teams in an agile, creative and high pace environment with a strong team spirit. In Fortum, we believe the best in our people and want to foster a company culture that helps our people thrive.

Your qualifications

What we are looking for:


• good insight to the trends in Services Management
• deep know-how and strong background in the service management area in global delivery model
• open mindset, curiosity and can-do attitude
• typically, at 5+ years of experience in relevant field, in addition to academic or corresponding education
• good supplier and contract management skills
• proven people management, change management and leadership skills
• Good process and performance management methodologies and practices skills
• Experience in implementing service management processes and methodologies
• Excellent communication and collaboration skills
• Knowledge of Energy industry is a strong plus
• Fluency in English required, other languages are a bonus
• Location in Espoo, Finland or Solna, Sweden

Interested?

Please send your application via our online recruitment tool by Sun 18 September. For further information, please contact Ms. Jaana Grönholm, Head of Service Management at +358 50 482 7553 during following EEST times: Thu 7.9. 8.00 – 9.00 or 15.30 – 16.30 or Wed 14.9. 15.30 – 16.30. Or via email: jaana.gronholm@fortum.com.

To be selected for the position, the applicant must go through background clearance and a health examination including drug testing.

For contact with Swedish union representatives, please call +46 8 671 70 00.
Fortums Akademiker: Per Kenttä
Unionen: Birgitta Henriksson, Torbjörn Graf

Fortum and Uniper form a European energy group committed to enabling a successful transition to carbon neutrality for everyone. Our 50 gigawatts of power generating capacity, substantial gas import and storage operations, and our global energy trading business enable us to provide Europe and other regions with a reliable supply of low-carbon energy. We are already Europe’s third largest producer of CO2-free electricity, and our growth businesses focus on clean power, low-carbon energy, and the infrastructure for tomorrow’s hydrogen economy. In addition, we design solutions that help companies and cities reduce their environmental footprint. Our 20,000 professionals and operations in 40 countries give us the skills, resources, and reach to empower the energy evolution toward a cleaner world. fortum.com; uniper.energy