Senior Manager, Service Management

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

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values – trust and be trusted, achieve together, renew with courage. Together we can renew the everyday, for a future beyond fossils! Learn more about us as a workplace upm.com/careers

Help to Build WISA's Modern IT Operations Location: Finland | Hybrid working Employment Type: Permanent, Full-time

Join us at an exciting time We have been known for high-quality Plywood products for decades. Now, as UPM Plywood proceeds its transitions into an independent company, WISA Group, we are also building IT supplier ecosystem and IT Service Management practices that support our future business. We are investing in many IT technologies and services meaning a wide range of suppliers to be involved. We are building IT Service Management platform to support service operations driven by IT suppliers - This is to be developed further to have reliable fit-for-purpose foundation for our operations. To support this journey, we are looking for a Senior Manager, Service Manager to join our team.

What makes this role interesting? This is not a role where you will simply monitor service reports and follow established processes. We are looking for someone who enjoys taking ownership of end-to-end IT services, strengthening supplier collaboration and working closely with business stakeholders and IT partners to ensure reliable service delivery. As we build our future IT operating model, you will have the opportunity to shape service management practices, governance and performance measures while staying close to daily operations and improvement initiatives. You will work across our IT supplier ecosystem and service portfolio, helping ensure business continuity, strong service performance, cost efficiency and continuous improvement for both office and manufacturing operations.

What you'll be doing

In this role, you will:

• Develop IT service management practices and external support & maintenance set-up in close co-operation with other stakeholders
• Lead external service delivery and turn supplier agreements into reliable, business-critical services
• Ensure services consistently meet business-driven SLAs and deliver the reliability our operations depend on
• Establish and lead effective IT service governance forums that drive clear decisions and action
• Collaborate across the IT ecosystem to make services more efficient, proactive and business-focused
• Champion continuous service improvement across IT service delivery, turning insights into measurable results
• Own external costs related IT service cost centers budgeting, forecasting and cost performance, balancing financial discipline with business value
• Coordinate the evolution of WISA Plywood’s IT Service Management platform to enable smoother and smarter service operations

What we're looking for

What matters is that you have strong service mindset, sense of ownership and can work effectively with different stakeholders. We expect you to have:

• Good supplier management skills and knowledge of IT processes (ITIL)
• Experience in accounting, budgeting and cost allocation
• IT Service Management tool (e.g. ServiceNow) experience and interest in coordinating this area development further
• Innovative and forward-looking mindset
• Excellent communication, co-operation and change management skills – project management skills considered as advantage
• You are cost and value consciousness
• You are proactive and accountable

It would be an advantage if you also have knowledge about manufacturing environments, SAP, Salesforce and data platforms.

Why join?

This is a unique opportunity to join a company at an important stage of its journey. You’ll have the chance to:

• Help to build and develop IT supplier ecosystem of a newly independent company
• Shape IT service management, supplier governance and performance
• Drive reliable, cost-effective services for business continuity and growth
• Collaborate with experienced colleagues and trusted partners
• Develop your skills in a supportive and international environment
• Enjoy flexible working arrangements and competitive benefits

Join us and help build our future IT environment.

Additional information about the position

The position holder will report to CIO.

For further information about the role, please contact Jani Karppinen, CIO, Plywood at [e-mail].

Country-specific information A security background check may be performed for those selected to UPM positions, in accordance with the company recruitment guidelines and the Security Clearance Act 726/2014.

WISA Plywood WISA Plywood offers high quality WISA® plywood and veneer products for construction, vehicle flooring, LNG shipbuilding, parquet manufacturing and other industrial applications. In 2025, UPM Plywood sales was EUR 409 million and it employs about 1,550 people. UPM has three plywood mills and one veneer mill in Finland as well as a plywood mill in Estonia. www.wisaplywood.com #LI-POST UPM is a material solutions company, renewing products and entire value chains with an extensive portfolio of renewable fibres, advanced materials, decarbonization solutions, and communication papers. Our performance in sustainability has been recognized by third parties, including EcoVadis and the Dow Jones Sustainability Indices. We operate globally and employ approximately 15,100 people worldwide, with annual sales of approximately €9.7 billion. Our shares are listed on Nasdaq Helsinki Ltd. UPM – we renew the everyday