IT Service Delivery Manager

5 days ago


Vaasa, Ostrobothnia Region, Finland Wärtsilä Full time

At Wärtsilä, we are driving the decarbonisation transformation of our industries across the globe. As a forward-thinking company, we are seeking an exceptional IT Service Delivery Manager to lead our Global IM Service Desk (GSD). This role requires strong leadership skills, excellent communication, and performance management abilities.

The preferred location for this permanent position is Finland or India, with the possibility of hybrid remote work. We offer a dynamic and collaborative work environment, where you will work closely with various IT teams and business stakeholders to ensure seamless support every step of the way.

About the Role:

  • Lead the Global IM Service Desk (GSD) to deliver exceptional customer service and elevate satisfaction to new heights.
  • Manage service performance, ensuring continuous improvement in service delivery.
  • Represent the incident management capability area in the ITSM development forum.

Requirements:

  • M.Sc. or B.Sc in Information Technology, Computer Science, Business Administration, or a related field.
  • Proven experience in managing a Global IT Service Desk or End-user support services in a large and complex multivendor environment.
  • Strong ServiceNow skills, including understanding the incident management capability and data model on a high level.
  • Proven knowledge of IT Service Management and related frameworks (e.g. ITIL, Agile).

Qualifications:

  • Excellent communication and performance management skills.
  • Strong collaboration and facilitation skills.
  • Customer-centric, proactive, and development-oriented mindset.
  • Capability to prioritize and work under pressure.
  • Leadership skills and the ability to work effectively within a matrix organization.

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