ITSM Core Processes Lead - Hybrid & Flexible Hours

Fortum; Espoo; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid work model

Wellbeing & inclusion

Job summary

Fortum in Espoo, Finland is seeking an ITSM Process Owner to lead incident, request, problem and knowledge management. You will develop and improve processes, guidance and tools, ensuring adoption across the IT organization.

You will collaborate with IT Operations, service managers and external providers in a hybrid work environment. English fluency is essential, and ITIL expertise will underpin your approach to enterprise IT service management.

Qualifications

• 5+ years of IT Service Management experience in an enterprise setting.
• Strong ITIL knowledge and ability to apply practices.
• Experience leading virtual cross-functional teams and initiatives.

Responsibilities

• Own and develop core ITSM processes: Incident, Request, Problem, Knowledge management.
• Improve processes, guidance, and training materials across the IT organization.
• Collaborate with stakeholders to identify improvements and drive adoption.
• Partner with IT Operations, Service Managers, and external providers.
• Define KPIs and monitor process effectiveness for continuous improvement.

Skills

ITSM experience

ITIL knowledge

Lead virtual teams

Stakeholder management

English fluency

Job description

Fortum in Espoo, Finland is seeking an ITSM Process Owner to lead incident, request, problem and knowledge management. You will develop and improve processes, guidance and tools, ensuring adoption across the IT organization.

You will collaborate with IT Operations, service managers and external providers in a hybrid work environment. English fluency is essential, and ITIL expertise will underpin your approach to enterprise IT service management.