Global IT Service Operations Leader

Sapsf; Sweden; On-site; SEK 800,000 - 1,100,000; Full time

Job summary

Group Operations Manager at Sapsf leads service strategy across multi-channel support, balancing user experience, stability, security, cost and continuous improvement. You own SLAs, KPIs, and continual service improvement while coordinating with global teams to deliver consistent outcomes.

The role requires 8+ years in IT service delivery, ITIL 4 Foundation, fluency in English, and willingness to travel for governance.

Qualifications

• Bachelor’s degree required; ITIL 4 Foundation encouraged.
• 8+ years in IT service delivery or service management.
• Fluent English; additional languages a plus.

Responsibilities

• Own the service strategy, scope, roadmap, and catalogue.
• Act as single point of accountability for commitments and risks.
• Define SLAs, KPIs, experience measures, and reporting.
• Ensure delivery across phone, chat, email, self-service, and remote support.
• Oversee escalation, handoffs, and vendor accountability.
• Drive continual service improvement, including automation and AI-enabled support.
• Oversee the service financial baseline, budget, and forecasts.
• Collaborate with stakeholders across customer, operations, finance, and suppliers.

Skills

ITSM

Customer management

Stakeholder management

ITIL practices

Multichannel support

Data-driven decision making

ServiceNow

Education

Bachelor’s degree or equivalent

ITIL 4 Foundation

Tools

ServiceNow

Job description

Group Operations Manager at Sapsf leads service strategy across multi-channel support, balancing user experience, stability, security, cost and continuous improvement. You own SLAs, KPIs, and continual service improvement while coordinating with global teams to deliver consistent outcomes.

The role requires 8+ years in IT service delivery, ITIL 4 Foundation, fluency in English, and willingness to travel for governance.