Global Service Desk Leader - AI-Driven & Experience-Driven

ASSA ABLOY Group

Malmö kommun

Hybrid

SEK 900,000 - 1,200,000

Full time

14 days+

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Benefits offered by this job

Hybrid model

Job summary

ASSA ABLOY Group in Malmö is seeking a Service Owner to take end-to-end ownership of the Global Service Desk, transforming a reactive function into a proactive, AI-enabled, data-driven, experience-led service. You will collaborate with global stakeholders and vendors to drive automation, self-service, and governance, ensuring high-quality, efficient, and user-centric service delivery.

Fluency in English and Swedish, ITIL familiarity, and hands-on ServiceNow and Microsoft 365 experience are

Qualifications

Experience as Service Owner, Service Manager, or similar role in a global IT environment.
Strong understanding of ITSM frameworks (ITIL) and service governance.
Experience introducing or operating automation, self-service, and AI-enabled capabilities within an IT support environment.
Hands-on experience with ServiceNow and Microsoft 365.
Strong analytical mindset with a data-driven approach to service improvement.
Fluency in English and Swedish.

Responsibilities

Own and evolve the Global Service Desk, including vision, roadmap, governance, and performance.
Drive experience-led and data-driven service delivery, combining XLAs with KPIs and SLAs.
Develop and scale automation, self-service, and AI-powered support capabilities.
Use data, insights, and service metrics to continuously improve quality, efficiency, and user satisfaction.
Collaborate with global stakeholders and vendors to ensure seamless end-to-end service delivery.
Support financial planning, cost optimisation, and ITSM-aligned governance.