IT Service Manager

Role Overview:

The client is seeking an experienced IT Service Manager to oversee and coordinate SCADA service delivery within a production-driven environment. This role is focused on ensuring consistent service performance, supporting operational production requirements, and facilitating collaboration across multiple technical teams and stakeholders.

The selected candidate will play a critical role in maintaining service stability, ensuring adherence to agreed service levels, and contributing to the continuous enhancement of service management practices.

Key Responsibilities:

• Take ownership of the complete lifecycle of SCADA service delivery, ensuring compliance with defined SLAs and quality benchmarks.
• Serve as the primary liaison between internal technical teams and business stakeholders, ensuring clear and effective communication.
• Address and support operational requests arising from production environments and existing production lines.
• Lead and coordinate system upgrades, modifications, and improvements in collaboration with Production and Maintenance teams.
• Foster strong collaboration between Project Managers and relevant stakeholders to ensure seamless service execution.
• Oversee and support server-related infrastructure activities associated with production systems.
• Conduct regular service performance evaluations and produce structured reports.
• Monitor, track, and ensure adherence to KPIs and SLA commitments.
• Coordinate cross-functional teams to troubleshoot and resolve service-related incidents efficiently.
• Act as the escalation point for critical incidents, ensuring timely resolution and minimal disruption.
• Engage with Group Managers to review and manage ongoing incidents and service issues.
• Assist fellow Service Managers in problem management and root cause analysis activities.
• Review and validate change requests, ensuring proper approval processes are followed.
• Ensure documentation accuracy and confirm service readiness for operational deployment.

Required Experience:

• Proven experience in IT service delivery, service management, or related roles.
• Exposure to SCADA systems or industrial IT environments is highly desirable.
• Hands-on experience with incident, problem, and change management processes.
• Demonstrated ability to manage and coordinate multiple stakeholders and cross-functional teams.
• Experience in tracking and managing KPIs, SLAs, and overall service performance.
• Solid understanding of IT infrastructure, particularly server environments.

Required Skills:

• IT Service Delivery
• CPI
• IT Infrastructure
• Incident & Problem Management
• SCAR

Education:

• Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related discipline (preferred but not mandatory based on experience).

Languages:

• English – Proficient
• Swedish – Proficient