Service Management Office Lead

Kalmar; Helsinki; Hybrid; EUR 90 000 - 120 000; Full time

Job summary

A global logistics leader is seeking a Service Management Office Lead in Helsinki, Finland. The successful candidate will define and enforce IT service management strategies and frameworks while driving continuous improvement through data and automation. Ideal applicants should possess a bachelor's degree and over 10 years of IT service management experience, with a strong background in ITIL and ServiceNow. This role offers competitive benefits and a hybrid work model.

Benefits

Competitive benefits

Flexible working hours

Global collaboration opportunities

Qualifications

• 10+ years in IT service management with senior governance experience.
• Expert-level knowledge of ITIL and ITSM governance.
• Demonstrated ability to lead teams and drive change.

Responsibilities

• Create and execute the vision for the Service Management Office.
• Own and enforce ITSM policies and standards.
• Define and manage SLAs and KPIs for service health.

Skills

Data-driven mindset

Leadership & influence

Strong ITSM expertise

Education

Bachelor's degree in IT, Engineering, Business, or related field

Advanced degree (advantage)

Tools

ServiceNow

Job description

At Kalmar, we are moving goods in critical supply chains around the world. As the forerunner in sustainable material handling equipment and services, we set the industry benchmark for a zero-emission future. We are driven by teamwork, innovation, and taking ownership to deliver results. With our global reach and local expertise, our success starts with a strong focus on the customer, ensuring their needs guide our daily work. We are dedicated to respecting others and fostering an inclusive culture where all voices are heard, empowering us to succeed together. With us, your work has an impact. Your work moves the world!

Join us and take your career to the next level

Are you a strategic IT service leader ready to build something impactful from the ground up? Join Kalmar as our Service Management Office (SMO) Lead and play a pivotal role in establishing and driving a modern, high-performing IT Service Management function across the Kalmar IM organization.

In this foundational leadership role, you will define the vision, governance, and operating model of the Service Management Office. You will work closely with IT, Finance, HR, and business stakeholders to ensure ITSM processes are mature, value-driven, and aligned with Kalmar's strategic goals. With a strong focus on data, automation, and AI, you will enable smarter decision‑making and continuous improvement across the service management ecosystem.

This position is open in Finland, Sweden, Poland, or Bulgaria.

What are your key responsibilities:

• Define SMO Strategy & Direction: Create and execute the vision, strategy, and roadmap for the Service Management Office aligned with Kalmar IM and business objectives.
• Establish ITSM Governance: Own and enforce ITSM policies, standards, and frameworks based on ITIL and industry best practices.
• Drive Performance Transparency: Define and manage SLAs, KPIs, and executive dashboards to provide clear insights into service health, risk, and compliance.
• Enable Intelligent Services: Lead the adoption of AI, automation, and advanced analytics to improve efficiency and enable proactive service management.
• Manage Service Portfolio & Demand: Govern service demand and the service portfolio to ensure alignment with business needs and value delivery.
• Lead Continuous Improvement: Oversee major incidents, root cause analysis, and targeted improvement initiatives to enhance service quality and maturity.

What we offer you:

Respect is how we work - across departments, across borders, across job titles.

• Rewards that truly count: Competitive and meaningful benefits that support your well‑being and everyday life, tailored to your location.
• Safety that moves us forward: Build your career in a company with deep roots in safety, stability, and long‑term thinking.
• Work‑life balance: Flexible working hours and a hybrid work model designed to support both personal needs and business success.
• Purpose that drives change: Be part of a global organization transforming trade through innovation, sustainability, and digital leadership.
• People who move together: Collaborate with experts across borders, united by trust, respect, and a shared commitment to excellence.

Become part of our global network of 5,200 professionals across 120+ countries, where your leadership will help shape the future of IT service management at Kalmar.

What you bring to the role:

• Relevant education: Bachelor's degree in IT, Engineering, Business, or a related field; an advanced degree is an advantage.
• Extensive ITSM experience: 10+ years in IT service management, including 5+ years in a senior governance or service leadership role.
• Strong ITSM expertise: Expert‑level knowledge of ITIL and ITSM governance with hands‑on ServiceNow experience.
• Data‑driven mindset: Proven ability to use data, dashboards, automation, and AI to improve service performance.
• Leadership & influence: Demonstrated ability to lead teams, drive change, and influence senior stakeholders.
• Global ways of working: Comfortable operating autonomously in international, virtual, and matrix environments.

Ready to elevate your career? Apply today!

Ready to build, lead, and transform? Apply today.

We encourage you to submit your application as soon as possible. Interviews will be conducted on a rolling basis, and the position will be filled once the most suitable candidate is identified.

About Kalmar

Kalmar (Nasdaq Helsinki: KALMAR) is moving goods in critical supply chains around the world, with the vision to be the forerunner in sustainable material handling equipment and services. The company offers a wide range of industry‑shaping heavy material handling equipment and services to ports and terminals, distribution centres, manufacturing and heavy logistics. Headquartered in Helsinki, Finland, Kalmar operates globally in over 120 countries and employs approximately 5,200 people. In 2024, the company's sales totalled approximately EUR 1.7 billion.

www.kalmarglobal.com