IT Service Manager, UPM, Helsinki

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

About the role

In this role, you will provide leadership and endtoend service management ownership of global IAM, CyberSecurity and License Management within UPM IT and supplier ecosystem. You will ensure that service delivery from suppliers consistently supports business strategy, resilience, security and longterm value creation across the organization.

You will define and govern ITILbased ITSM frameworks in line with contractual requirements, setting clear expectations for service performance through SLA and KPI models while ensuring strong supplier governance and accountability. As the service manager accountable for service outcomes, you will steer prioritization, risk management and escalations, enabling transparency and informed decisionmaking at both operational and management levels, assuring compliance with; contracts and external/internal controls.

Acting as a key partner to our architectural design personnel, service owners and crossfunctional stakeholders, you will drive service alignment with enterprise roadmaps, support modernization initiatives and contribute to the evolution of scalable, futureready operating models.

Work tasks

• Provide endtoend 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 as well as continuous service improvement
• Manage service escalations and act as a single point of escalation for business-critical issues
• Lead and steer the 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 of services with UPM 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 UPM IT stakeholders and IT service providers

We are looking for

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

It is meritorious if you have

• ITIL certification

To succeed in the role, you also are

• Change oriented
• Great communicator
• Stress tolerant

Other information

• Start: As soon as possible
• Employment period: 6 months, possibility to extend
• Location: Helsinki, some flexibility to remote work. Occasional visits to UPM Tampere.

Osaamisalue: IT & tietoliikenne