Service Manager ECA North

Job Summary

Starting October 2025, On-site Support (OSS) and Infrastructure Services (INS) will be strategically unified under a new team: Infrastructure Support Services (ISS). This integration is designed to enhance the efficiency and consistency of IT service delivery, while also creating new growth and development opportunities for the team.

As an Infrastructure Support Services (ISS) Services Manager for Europe and Central Asia (ECA) North region, you are responsible for the delivery of onsite support within your geographical locations and coordinating remote backbone support globally during your time zone.

This means that you are responsible for ensuring that all such users receive the agreed IT support whenever there is physical presence or remotely to resolve IT issues and fulfil IT requests. 

The role will be based in Lund but will act over the entire region as well as collaborate with colleagues on a global level. You are also responsible for a high-performance team of ~15 employees and 10 consultants as a line manager and people leader. You will be reporting to the Senior Service Delivery Manager (Infrastructure Support Services).

What you will do

As Service Manager, you will:

• Ensure that service is delivered according to defined KPI’s.
• Continuously work to improve the service, both from a regional perspective as well as contributing to improve the service at a global level.
• Collaborate with the corresponding IT Business Partner, Product Owners and relevant stakeholders to address any needs and concerns that are in scope for the service.
• Be involved in the decision-making process for computers, printers, monitors and computer accessories in the ECA North region by following up budget utilization, making sure that is within the top-down restrictions.
• With the assistance of a data center manager, you will be overseeing the Lund Data Center, to be future/ready.
• Collaborating with other ISS Service Managers in global initiatives to extend your support and improve service efficiency.
• Communicate, coordinate and organize a response team in case of Major Incidents affecting your time zone and/or provide time zone coverage.
• Be the contact person for any escalations within the ECA North region. 

We believe you have

• We believe that you are a person who works in a proactive way, driven by results and pays attention to details.
• To build and maintain successful relations with stakeholders at all levels comes naturally for you. Furthermore, you are business-oriented and can connect strategy with daily operations.
• You collaborate well, and you have strong communication skills and know how to engage others.
• Strong appetite to challenge the status quo and find new ways of working to improve service efficiency at the same time, you have the ability to drive changes to reap the anticipated outcome.
• Capable of building, developing and guiding a high-performing team working as a people manager.
• You enjoy working in a geographically and culturally diverse position.
• Capable of coordinating projects like an office move as the single point of contact for IT-related support services.
• You have at least 7 years of IT knowledge and a bachelor’s degree in IT or other relevant areas.
• You have a broad technical understanding of IT infrastructure and have deep knowledge in service management and the ITIL framework, like Incident, Request, Change and Problem Management.
• You have excellent English communication skills, verbally as well as in writing.
• Speaking Swedish is an advantage