Service DevOps Lead – Support & Helpdesk Services

Alma Media; Helsinki; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

ITIL processes

ITSM tools

Vendor management

Automation

English

Budgeting

Problem solving

Cross-functional collaboration

IT operations

Tools

ServiceNow

Jira Service Management

Jobbeschreibung

Do you want to lead and modernize an IT support ecosystem that our employees rely on every day? Join us as a Service DevOps Lead and take ownership of Support & Helpdesk Services, shaping fast, human, and intelligent support across our entire organization. This role owns our entire IT support ecosystem. Service desk, on-site and remote support, self-service, automation, knowledge, and multi-vendor coordination. Your goal is simple. Make help easy to get, fast to resolve, and continuously improving. You will also be a key driver of innovation avia adoption of AI-powered support technologies, automation, and modern support models.

What You’ll Get To Do

• Own the end-to-end Support, Helpdesk and on-site service lifecycle, defining the roadmap and evolving the operating model
• Lead service desk, remote support and on-site operations, ensuring reliable and consistent service across locations
• Govern multi-vendor support across L1 to L3 and on-site teams, driving seamless collaboration and continuous improvement
• Drive automation, shift-left, self-service and AI-enabled capabilities to improve speed, efficiency and user satisfaction
• Use service reviews, analytics and performance insights to improve service quality, stability and cost transparency
• Coordinate major incidents and communicate clearly with stakeholders
• Ensure consistent on-site processes for onboarding, offboarding, troubleshooting, equipment handling and installation, working closely with facilities and workplace teams
• Own end-user asset management and lifecycle renewal
• Maintain ITIL-aligned processes and ensure security, privacy and audit compliance
• Own outsourced support and operational budgets, including forecasting, optimization and vendor negotiations, while staying hands-on when needed

You are a strong match if you have

• Strong understanding of IT support models L1 to L3, service desk operations and ITIL processes
• Experience managing outsourced or multi-vendor support environments. Ideally international scope
• ITSM tools experience. ServiceNow, Jira Service Management or similar, ITIL knowledge
• An innovation mindset with real skills in automation, workflow orchestration, knowledge management and analytics
• Clear communication in English and strong stakeholder management
• Financial literacy and confidence in budgeting and cost optimization
• Solution oriented, with a pragmatic, results-driven approach to problem solving
• Typically 5+ years in IT support or service management. At least 2 years managing outsourced or multi-vendor services internationally

This role matters because you genuinely shape how every employee experiences support in their daily work. You’ll have the chance to modernize how we operate, bringing in automation, AI and better ways of working where they make sense. And since the role spans multiple partners and locations, you’ll have real ownership and influence in how our support model evolves.

Join Alma – where courage grows together

At Alma, we foster a culture of collaboration, courage and trust, where everyone is accepted for who they are. We challenge ourselves to try new things, experiment, drive innovation and learn from mistakes.

For us, courage isn’t just about big heroic moves. It’s about the small, everyday moments: voicing your opinion, trying something new, learning from failure, and growing beyond what feels comfortable.

We Promise You

Friendly culture where you can be exactly as you are

We value work-life balance and support your wellbeing with good benefits.

A job with purpose and impact

You get to work with our well-known brands, which are trusted by millions of people every day, especially when they make life’s most important decisions.

Growth powered by AI

You’ll have access to relevant AI-powered tools and continuous learning opportunities that accelerate your professional growth.

If you’re excited by change and curious about how AI can reshape the way we work, you’ll thrive at Alma. Because at Alma, courage grows together.

How is it like to work at Alma and what kind of benefits do we offer: https://www.almamedia.fi/tyopaikat/

Got interested?

For more information about the position, contact Head of Group IT Operations Jan Drašnar ([e-mail]). We work in a multi-location and flexible manner, and this role is based in our Helsinki office in Finland.