We are looking for someone to help organize internal IT and customer operations, focusing on improving work practices and implementing core IT service management (ITSM) processes. While this person won’t have formal line management responsibilities, they will have the mandate to direct and coordinate the work of three teams: Internal IT, Platform/Operations, and DevOps. As a person, they need to excel at building trust, demonstrate effective communication, and show strong proactiveness in driving improvements and aligning teams. Overview The IT Service Manager is responsible for overseeing the delivery of high-quality IT services to meet the needs of the organization. This role ensures that IT support and service management processes are efficient, customer-focused, and aligned with business objectives. Key Responsibilities Lead and manage the IT service desk and support teams. Develop, implement, and monitor IT service management processes (e.g., incident, problem, change, and request management). Ensure service level agreements (SLAs) are met and continuously improved. Act as the primary point of contact for escalated IT issues and major incidents. Collaborate with other IT teams and business units to ensure seamless service delivery. Analyze service performance data and identify areas for process improvement. Manage vendor relationships and oversee third-party service contracts. Prepare regular reports on service performance, trends, and improvement initiatives. Promote a culture of customer service excellence within the IT organization. Ensure compliance with relevant policies, standards, and regulations. Required Skills and Qualifications Bachelor’s degree in Information Technology, Computer Science, or a related field (Bonus) Proven experience in IT service management or a similar leadership role. Strong knowledge of ITIL or other IT service management frameworks. Excellent communication, leadership, and interpersonal skills. Analytical and problem-solving abilities. Experience with IT service management tools (e.g., ServiceNow, Jira Service Management). Ability to manage multiple priorities in a fast-paced environment. Preferred Qualifications ITIL Foundation or higher certification. Experience in managing remote or distributed teams. Familiarity with project management methodologies. Start: ASAP or during August Duration: 6 months, with the possibility of extension Location: Fully remote from Sweden, with regular travel to the client’s office in Amsterdam (1–3 days per month)

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