Manager End User Services

Are you an experienced IT leader with a passion for delivering exceptional End-user experiences? We’re looking for a manager to lead and manage the deliveries of End User Services at Stena Metall Group IT — working closely with our strategic outsourcing partner to ensure world-class IT service deliveries. 

As a Manager End User Services, you will be responsible for ensuring that all services within your domain are delivered in accordance with contracted supplier agreements. This includes continuously monitoring service performance, ensuring alignment with agreed service levels, and driving corrective actions when necessary. You will actively oversee and engage in operational processes, collaborating with suppliers, both internal and external service providers. 

We work with an outsourcing partner for ServiceDesk and Workplace services, while 2nd line support is managed internally by Stena Metall Group IT. 

Using your potential, you will:  

• Be responsible for the deliveries of the outsourced services within ServiceDesk and Workplace 
• Ensure effective 2nd line support managed internally by Stena Metall Group IT. 
• Manage the relationship with the outsourcing partner for ServiceDesk and Workplace services. 
• Coordinate supplier deliveries   
• Ensure the SLAs demands are met and clearly understood by all parties  
• Define and enforce rules and ways of working with supplier regarding operational processes  
• Oversee management of service incidents & problems with the supplier, notably handling of related escalations 
• For changes, approve that the change plan, risk mitigation plan and schedule are acceptable from a business point of view in collaboration with Head of Infrastructure & End User Services and other stakeholders  
• For onetime deliveries (projects), validate non-standard requests and support requestor organizations in review of proposals and in case of delivery escalations  

It starts with you! 

We are looking for a Manager End User Services who is:   

• A value driven leader who acts as a role model.   
• A passioned leader that shows care and contributes to a diverse, inclusive and safe workplace.   
• Curious and courageous, who embraces change and challenges of the future.  
• Paying attention to details and have strong problem-solving skills 
• Excellent at communication and stakeholder management  

You also have: 

• Experience working with an outsourcing partner using offshore and nearshore delivery models. 
• Experience working with different cultures in an international outsourcing or service delivery context. 
• Experience in managing operational governance, handling escalations, and monitoring deliveries 

You have either a degree in IT or equivalent work experience, along with experience in a similar role. You also have a solid understanding of infrastructure services, software, and hardware.