Service Manager, End User Services

We are a global multinational marine, energy and industrial company with a proud heritage in the marine industry. With over 18000 employees worldwide, 5bn+ of turnover and one of the most established brand in the Marine sector, we are also one of the most progressive and innovative companies in our space. We are embarking on a bold, exciting and needed Digital Transformation, headed by a newly appointed CDO. This Digital Transformation is about reinventing our Company into Wartsila as a service – a digitally enabled, insight led, customer obsessed Leader in the Marine and Energy sectors.

Information Management (IM) is part of new Digital Organisation. IM integrates processes, systems and information, supporting businesses in digitizing the core operations and enables new digital business opportunities via technology and information. For development minded person, IM offers an opportunity to shape the future of its IT environment and be part of the global digital transformation.

Application deadline 2017-10-25
Position description We are now looking for dynamic, development minded and customer service oriented Service manager for End User Services; being accountable for delivering high quality user support services and developing a global user support concept.
Responsibilities - Manage and develop global user support services on all levels with Service Desk services as main focus area; and being responsible of the global user support model and concept, enabling smooth integrations and consistent service delivery.
- Cooperate closely with various IT service providers and internal teams to ensure that different parties work consistently and seamlessly together, and that agreed service levels are met.
- Research and observe end user behavior and satisfaction results, support models, related tool(s) and processes to design and develop innovative, and higher quality services and solutions.
- Be part of the IT Service management excellence forum and act as a capability lead.
Requirements - Experience of managing, conceptualizing and developing global user support services in a multi-vendor environment.
- Excellent knowledge of IT Service Management and related concepts, process and tools.
- Excellent communication, collaboration, influencing and change management skills.
- Very good knowledge of ITIL based processes.
- Feeling comfortable in a matrix environment and having an ability to make things happen.
- Passionate about customer service
- Naturally curios and constantly learning new things, empathetic and receptive to feedback.
- Fluent written and spoken English.
- M.Sc. or B.Sc. and equivalent experience in the area of end user support services for min 5 years.

Possible LOCATIONs for this position are Vaasa, Turku, Helsinki, Hamburg, Navi Mumbai.
Contact person to give further information Marjo Kautiainen, General Manager, Service Integration and Management +358 40 8262 564
Country Finland
Job area Digital Technology and Innovation