Global IAM & Cybersecurity Service Manager

Academic Work Finland Oy; Ylöjärvi; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

UPM IT seeks a senior Service Manager to provide leadership and end-to-end service management ownership of global IAM, CyberSecurity and License Management within the UPM IT and supplier ecosystem. You will govern ITIL-based ITSM frameworks, set SLA/KPI models, manage supplier governance, and steer risk and escalations to ensure compliant, transparent service outcomes.

You will partner with architects, service owners and cross-functional stakeholders to drive alignment with enterprise roadmaps

Qualifications

• Advanced knowledge of IT infrastructure, applications, and modern IT solutions.
• Experience stabilizing and improving complex IT services, specifically IAM or CyberSecurity.
• Proficiency in navigating multi-supplier ecosystems within a SIAM model.
• Strong ITIL/ITSM practices and governance skills.
• Excellent presentation, facilitation and reporting skills.
• Solution-oriented mindset with high accountability under pressure.
• Fluent English skills.

Responsibilities

• Provide end-to-end leadership for IAM and CyberOperations services and suppliers, ensuring reliability, security and alignment with business strategy.
• Establish and oversee SLA and KPI models, ensuring measurable service performance, transparency and continuous service improvement.
• Manage service escalations and act as a single point of escalation for business-critical issues.
• Lead and steer governance forums.
• Monitor service performance, risks and dependencies across integrated services.
• Drive service quality, stability and customer satisfaction.
• Ensure services comply with UPM security, cybersecurity and compliance requirements.
• Support budgeting, cost control, forecasting and financial transparency for services.
• Ensure alignment with IT strategy, standards and operating model.
• Collaborate closely with Service Owners, Business IT, Architects and local/site IT management.
• Act as the primary interface between IT stakeholders and IT service providers.

Education

ITIL certification

Tools

SIAM model

Job description

UPM IT seeks a senior Service Manager to provide leadership and end-to-end service management ownership of global IAM, CyberSecurity and License Management within the UPM IT and supplier ecosystem. You will govern ITIL-based ITSM frameworks, set SLA/KPI models, manage supplier governance, and steer risk and escalations to ensure compliant, transparent service outcomes.

You will partner with architects, service owners and cross-functional stakeholders to drive alignment with enterprise roadmaps