Service Manager, MyWärtsilä

Wärtsilä; Turku; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Wärtsilä is seeking a Service Manager for MyWärtsilä to lead the global customer portal IT service lifecycle. Hybrid work model with preferred locations in Helsinki, Turku or Vaasa, Finland. Strong ITIL/ITSM foundation and experience in B2B customer platforms are essential.

You will own service management, incident handling, and supplier governance, ensuring service continuity and continuous improvement across the platform.

Qualifications

• MSc in IT or equivalent.
• ITIL/ITSM expertise required.
• Proven service manager experience in IT.
• Strong leadership and stakeholder management.
• Excellent communication and English skills.

Responsibilities

• Oversee end-to-end IT service delivery for MyWärtsilä platform.
• Own service management processes and support to business teams.
• Ensure service performance, availability, reliability and SLA adherence.
• Coordinate incident activities with IT and business stakeholders.
• Drive continuous service improvement and platform performance actions.
• Manage vendor/supplier performance and contractual governance.

Skills

ITIL/ITSM expertise

Leadership

Stakeholder management

Communication

Analytical mindset

Fluent English

Education

MSc in Information Technology or equivalent

Tools

AWS

Salesforce

CommerceTools

Okta/Auth0

SIAM setups

Job description

Wärtsilä is an innovative technology company known for being 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 is to provide increased value to both our 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 decarbonised and 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.

Main responsibilities as the Service Manager, MyWärtsilä:

• 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.
• Proven ITIL/ITSM expertise (service management, cost management, agile, continuous improvement)
• 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!

Last application date: 01/11/2026

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.

This is Wärtsilä

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.