Manager Service Desk

Vattenfall is now looking for the right person to fill the position of Manager Service Desk in Sweden.

Service Desk is a part of Client & Services department inside Vattenfall IT organization, an international organization with high focus on customer centricity and cost efficiency. Our roadmap includes initiatives which support transformation of IT Service Desk into the centre of excellence with special attention on security compliance.

Service Desk delivers IT remote support on first and second line to all IT users in Vattenfall with focus on high Customer Satisfaction. The functional setup is fully international, divided into Front Office, IT Ticket Desk, Back Office and User Administration. This setup is supported by local and functional coordinators. The team delivers support in Swedish and English language, cooperating with Nuclear Service Desk.


As Manager Service Desk Sweden, your main tasks & responsibilities include:
Manage the team located in Sweden, consist of about 20 employees mainly located in Solna office but also in other small Vattenfall locations (including office in Finland)
Manage the dedicated functional area on the international level
Secure the service level-agreements and the availability on the phone
Ensure that resources are working according to defined processes
Ensure that tools are used in a correct way
Ensure efficient staffing of the Service Desk to receive the incoming tickets from IT users within decided requirements
Ensure correct competence level in the Service Desk by planning and executing education programs
Perform employee meetings; salaries setting, performance reviews and performance contracts (group/individual targets)
Cooperate with other Service Desks regions and other IT teams for information sharing and support
Cooperate with functional managers and coordinators to ensure the quality of delivery service in Vattenfall
Secure progress of supporting activities through support and coaching
Realize cost-efficient and effective operational results according to quality standard and specifications
Steers the performance, reliability and continuous improvement of the process chain


We are Looking for a Manager with the ability to lead and motivate!

You have proven to be an excellent leader naturally applying the Vattenfall leadership criteria:
Connect people to the bigger picture and to each other
Accelerate learning to use our full potential
Drive innovation to develop our business

Furthermore preferably you have / are:
A bachelor or university degree and experience in a similar role
Demonstrated experience in leading a team in a Service Desk or similar
Very good knowledge within INC&REQ processes
Very good English and Swedish skills, both written and spoken
Very high degree of customer orientation and cooperation as well as very good communication skills
Independent and solution oriented working style, pro-active behaviour and organizational talent
Good (people) management, problem solving and collaboration skills
Ability to work in the international team with efficient cooperation
Demonstrated ability to work independently with integrity, to take initiative and to follow-through


Location: Sweden, Solna/Stockholm


At Vattenfall we are convinced that striving for diversity helps to build a more profitable, efficient and attractive company. Therefore we seek a harmonious balance of employees in terms of age, religion, gender identity & expression, sexual identity, disability and ethnic background. Read more on how we work with diversity and inclusion here: https://careers.vattenfall.com/about-us/diversity-and-inclusion/


We welcome your application, including CV and cover letter in English, via the link below, no later than October 14th.


For more information about the position please contact Hiring Manager Iwona Nabagło-Nowak
Mobile: +48 508006270. For more information about the recruitment process you are welcome to contact Recruiter Elnoosh Farhoudfar, tel. +46 730 60 25 49.

Trade union representatives in Sweden Sofi Wadström (Akademikerna), Inger Strandberg/Lars-Erik Näsman (Unionen), Christer Gustafsson (Ledarna), Lennart Bengtsson (SEKO). To get in contact with the representatives, please call Vattenfall´s switchboard +46 8 739 50 00.


Vattenfall is a European energy company with approximately 20 000 employees. For more than 100 years we have electrified industries, supplied energy to people’s homes and modernized our way of living through innovation and cooperation. We now want to make fossil-free living possible within one generation. To be able to reach this ambitious goal we are looking for talented individuals who, in addition to their passion for their own role, also have strong team spirit and want to contribute to supporting a meaningful corporate mission.


Since Vattenfall is part of the Swedish critical infrastructure are many of our positions security classed. If this position is security classed the final candidates can be subject to a security vetting process, according to the Swedish legislation.


We look forward to your application!