Senior IT Service Manager | End-to-End Service Delivery

5101 UPM Plywood Oy; Lahti; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working arrangements

Job summary

UPM Plywood is seeking a Senior Manager, Service Manager to own end-to-end IT services, strengthen supplier collaboration, and align IT delivery with business stakeholders. The role focuses on shaping governance, performance, and a future IT operating model across the WISA Group ecosystem.

You will manage external IT service providers, optimize costs, and drive continuous improvement while ensuring reliability for both office and manufacturing operations.

Qualifications

• Strong service mindset and ownership across IT services.
• Experience in accounting, budgeting and cost allocation.
• Familiarity with ITIL and IT service governance.
• Knowledge of IT Service Management tools, ServiceNow in particular.
• Excellent communication and stakeholder collaboration skills.
• Ability to drive continuous service improvement and cost efficiency.

Responsibilities

• Develop IT service management practices and external support setup.
• Lead external service delivery and turn supplier agreements into reliable services.
• Ensure services meet SLAs and support business operations.
• Establish governance forums for clear decisions and actions.
• Collaborate across the IT ecosystem to improve efficiency and value.
• Drive cost control and performance tracking for IT services.
• Coordinate evolution of the IT Service Management platform for smoother ops.

Skills

Supplier management

Accounting & budgeting

ITIL

ServiceNow

Communication

Change management

Cost awareness

Proactivity

Tools

ServiceNow

Job description

UPM Plywood is seeking a Senior Manager, Service Manager to own end-to-end IT services, strengthen supplier collaboration, and align IT delivery with business stakeholders. The role focuses on shaping governance, performance, and a future IT operating model across the WISA Group ecosystem.

You will manage external IT service providers, optimize costs, and drive continuous improvement while ensuring reliability for both office and manufacturing operations.