Service DevOps Lead: AI-Driven Helpdesk & Support

Alma Media; Helsinki; On-site; EUR 90,000 - 120,000; Full time

Job summary

Alma Media in Helsinki leads a pivotal Service DevOps Lead role, owning the entire IT support ecosystem—from service desk to on-site and remote support. You will drive automation, AI-enabled capabilities and a modern support model to improve speed, quality, and user satisfaction across multiple locations.

The role requires strong ITIL knowledge, vendor management experience and excellent English communication, with a focus on budgeting and cost transparency.

Qualifications

• Solid understanding of ITIL and ITSM processes.
• Experience managing outsourced or multi-vendor environments, ideally international.
• Proficient with ITSM tools such as ServiceNow or Jira Service Management.

Responsibilities

• Own end-to-end Support, Helpdesk and on-site service lifecycle; define roadmap and operating model.
• Lead service desk, remote support and on-site operations across locations.
• Govern multi-vendor support; drive collaboration and continuous improvement.
• Drive automation, shift-left, self-service and AI-enabled capabilities to improve speed and efficiency.
• Use reviews, analytics and performance insights to improve quality, stability and cost transparency.
• Coordinate major incidents and communicate clearly with stakeholders.
• Maintain on-site processes for onboarding, offboarding, troubleshooting, equipment handling and installation; collaborate with facilities.
• Own end-user asset management and lifecycle renewal.
• Maintain ITIL-aligned processes; ensure security, privacy and audit compliance.
• Own outsourced support and budgets; forecast, optimize and negotiate with vendors.

Skills

ITIL processes

ITSM tools

Vendor management

Automation

English

Budgeting

Problem solving

Cross-functional collaboration

IT operations

Tools

ServiceNow

Jira Service Management

Job description

Alma Media in Helsinki leads a pivotal Service DevOps Lead role, owning the entire IT support ecosystem—from service desk to on-site and remote support. You will drive automation, AI-enabled capabilities and a modern support model to improve speed, quality, and user satisfaction across multiple locations.

The role requires strong ITIL knowledge, vendor management experience and excellent English communication, with a focus on budgeting and cost transparency.