Service Manager, MyWärtsilä

Wärtsilä Corporation; Helsinki; Hybrid; EUR 85,000 - 110,000; Full time

Job summary

Wärtsilä Corporation is seeking a Service Manager for the MyWärtsilä customer portal, with Helsinki, Turku, or Vaasa preferred and a hybrid work option. You will lead cross-functional IT teams, govern service delivery, and own incident management for a multi-vendor environment.

You will collaborate with solution managers, developers, and commercial stakeholders to ensure a seamless customer experience and continuous service improvements in a global setting.

Qualifications

• Education: M.Sc. or equivalent in Information Technology or related field.
• Strong IT service manager skills and experience in a similar role.
• Excellent leadership, supplier and stakeholder management abilities.
• Strong knowledge of B2B customer processes and related business workflows.
• Familiarity with modern software development principles and cloud-based customer-facing solutions.

Responsibilities

• Lead internal IT teams and partners in a multi-vendor environment to deliver the MyWärtsilä platform.
• Own IT service management processes and ITIL-aligned governance across the service.
• Act as the primary escalation point for complex incidents and service issues.
• Coordinate incident activities with operations teams to minimize delivery deviations.
• Drive continuous improvement initiatives to enhance platform performance and customer experience.
• Support smooth handover from project delivery to operations and ensure service continuity.
• Oversee service delivery, availability, and KPI/SLA compliance across stakeholders.

Skills

IT service management

Leadership

Stakeholder management

English fluency

Education

M.Sc. or equivalent in Information Technology

Tools

AWS

Salesforce

CommerceTools

Okta/Auth0

Job description

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Job Category: Digital Technology and Open Innovation

Wärtsilä is an innovativetechnology company known forbeing a forerunner in the Marine and Energy markets. Every day, we – Wärtsilians - put our hearts and minds into turning Wärtsilä's purpose of enabling sustainable societies through innovation in technology and services into reality.Our ultimate aim isto provide increased value to bothour customers and society. New, game-changing ideas and continuous improvement have been part of our DNA since 1834. Together, we can create new business opportunities and more sustainable future that we can all be proud of.

We want to transition the world towards a decarbonisedand sustainable future.By pushing the boundaries of engineering and technology, we can make it work. We are always on the lookout for future-oriented talent – want to join the ride?

We are always on the lookout for talent with a growth mindset – are you the one?

Wärtsilä global IT (Information Technology) integrates Processes, Systems and Information, supporting Wärtsilä’s businesses in developing the operations. Wärtsilä partners with world leading IT vendors and has an international IT organisation. For proactive and development minded persons, Wärtsilä is offering an exciting opportunity to shape the future of its IT environment, specifically our new customer facing platform.

We are looking for a Service Manager, MyWärtsilä to manage our global customer portal (MyWärtsilä) IT service and ensure successful delivery throughout its lifecycle. The preferred location for this position is Helsinki, Turku or Vaasa, Finland. We offer the possibility of hybrid work.

Our new platform will provide customers with a broad range of products and services. Built according to MACH architectural principles and developed on by teams across the company, the high level of operational complexity means you will need to work cross-functionally and with a large array of stakeholders. As Service Manager, you will lead internal IT teams and partners in a complex multi-vendor environment to resolve issues and drive effective service delivery. You will own the IT incident management process and be responsible for IT service management.

You will act as a trusted partner and enabler for our business stakeholders in Marine and Energy. Working closely with solution managers, developers, IT teams, vendors and commercial stakeholders will be part of your daily work, ensuring smooth operations and contributing to an outstanding customer experience.

Oversee delivery of e2e IT service and offerings, adherence to ITSM and ITIL best practices, governance across MyWärtsilä

Own IT service management processes and provide IT support to the business support team. Act as the primary contact for complex incidents, ensuring high service quality and business continuity.

Responsible for service performance, availability, reliability, and support, ensuring operational capacity/continuity, KPI and SLA compliance

Act as the contact for the service(s), as a liaison between IT and business stakeholders

Coordinate incident activities with operational teams, addressing delivery deviations

Oversee and raise topics related to supplier performance and compliance

Own the escalation management process for business-critical issues, ensuring rapid resolution, continuous service improvement, and alignment between business and IT stakeholders.

Act as main IT escalation point for service issues and operational topics

Drive continuous improvement initiatives which improve the technical performance of the platform, and follow up on feedback and trends

Support to ensure effective service handover from projects to operations

Financial and risk management for the service, according to Wärtsilä IT governance and framework

To be able to succeed in the position, we expect you to have:

Education: M.Sc. or equivalent in Information Technology or other relevant field.

Strong IT service manager skills and experience of working in similar position

Good leadership, supplier and stakeholder management skills

Strong knowledge of B2B customer and related business processes

Familiarity of a modern software development principles. nowledge and previous experience with AWS / Salesforce / CommerceTools / Okta Auth0 or similar type of customer facing solutions and SIAM setups are seen as an advantage

Excellent communication, collaboration, influencing and problem-solving skills

Analytical mindset coupled with the ability to produce standard as well as your own reports and make recommendations based on them

Proactive, goal focused attitude to work

Fluent written and spoken English

Why you and us?

We at Wärtsilä believe in empowerment, ownership and taking responsibility of our work. We support each other’s growth, and co-creation is the true basis of our innovation. We have courage to see opportunities and take initiative.

We are authentic and honest, and we strongly believe in that by being your own true self you can accomplish so much more. We don’t always get it right the first time, and if mistakes are made, we make sure to learn and grow from them. We want everyone to voice their opinions freely. That is why we have built an environment that empowers you and everyone around you, and where you can feel safe and cared for. Are you eager to be part of this ambition?

We have an amazing team, and we are excited about our work and the impact it has on building sustainable societies. We are looking to find a colleague with this shared passion for smart technologies and a sustainable future.

For further questions, please reach out to Anne Voutilainen, Manager, Sales and Marketing solutions through [e-mail] with any questions related to this position (only for questions from direct job applicants, applications through email will not be recorded or responded to).

Welcome to join us in shaping the decarbonisation of marine and energy!

At Wärtsilä we value, respect and embrace all our differences, and are committed to diversity, inclusion and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities.

Please note that according to Wärtsilä policy, voluntary consent for a security check may be required from candidates being considered for this position, depending on the applicable country. All new Wärtsilä employees in Finland will attend occupational health checks, including drug tests/screenings. When a person is located outside of Finland, the country's legislation is followed.

Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 18,300 professionals, in more than 230 locations in 77 countries, shape the decarbonisation transformation of our industries across the globe. Read more on www.wartsila.com .