Global Service Desk Manager - Lindab Group

Lindab AB; Malmö kommun; On-site; SEK 655,236 - 982,854; Full time

Job summary

Lindab AB in Malmö is seeking a Global Service Desk Manager to lead a world-class support function across countries. This role involves establishing a global team, designing ITIL-aligned processes, and ensuring operational excellence. The ideal candidate has strong experience in IT Service Management and change management, with proven abilities to lead dispersed teams. Fluent English is a must; additional languages are a plus. A proactive and hands-on approach is crucial as you drive continuous improvements and engage with stakeholders.

Qualifications

• Proven experience in leading a global Service Desk or global IT support operations.
• Deep knowledge and hands-on experience of ITSM and ITIL processes.
• Strong change management skills and ability to lead geographically dispersed teams.

Responsibilities

• Develop the overall vision, operating model, and organizational structure for a globally dispersed service desk function.
• Oversee daily global operations, ensuring timely incident and request handling.
• Define long-term goals and a tactical plan for the Global Service Desk.

Skills

IT Service Management

Global IT support operations

ITIL processes

Change management

Stakeholder management

Data-driven mindset

Communication skills

Tools

HaloITSM

Job description

Are you ready to make a significant impact by establishing a world‑class Global Service Desk? As part of an ongoing digital transformation at Lindab Group, we are seeking a hands‑on and tactical Global Service Desk Manager to establish, lead, and continuously improve a global support function across countries.

This is a unique opportunity to shape the entire operating model, from team structure and processes to tooling and culture, while collaborating with key stakeholders in a complex international environment. You will also continuously work with operational excellence, optimization, and scaling.

The ideal candidate is both a tactical and hands‑on leader with deep experience in IT Service Management, global IT support operations, ITIL processes, and change leadership. You will lead a matrix team with direct and indirect reporting lines.

Do you love interacting with other people? Do you thrive in complex stakeholder environments, know how to drive change management across geographies, and are energized by building a high‑performing team and establishing new ways of working? Then you might be the one we are looking for and want to hear from you.

Key responsibilities

Build & establish a Global Service Desk

• Develop the overall vision, operating model, and organizational structure for a globally dispersed service desk function.
• Lead the design and rollout of standardized processes aligned with ITIL best practices.
• Continue implementing our ITSM platform in HaloITSM, including self‑service and frontloading.
• Build a global team with clear roles, KPIs, and communication models.
• Define KPIs, performance dashboards, and service reporting mechanisms.

Lead operations & continuous improvement

• Oversee daily global operations, ensuring timely, accurate, and customer‑focused incident and request handling.
• Drive optimization through automation, AI, self‑service, and knowledge management.
• Ensure high service quality through root cause analysis, problem management, and continuous feedback loops.
• Partner with infrastructure, security, application, and business stakeholders to deliver seamless end‑to‑end support.
• Measure, monitor, and improve global IT service performance using data‑driven insights.

Strategic leadership & governance

• Define long‑term goals and a tactical plan for the Global Service Desk.
• Develop governance frameworks ensuring compliance, security standards, and audit readiness.
• Manage vendors and drive innovation within the service desk function.
• Improve end‑user satisfaction through proactive engagement, communication, and service transparency.

Team leadership & culture

• Build and mentor a high‑performing, customer‑centric global team.
• Establish consistent training, onboarding, and career development pathways.
• Foster a culture of accountability, collaboration, and continuous improvement.

What we are looking for

• Proven experience in leading a global Service Desk or global IT support operations, preferably in a build‑phase or in a transformation context.
• Deep knowledge and hands‑on experience of ITSM and ITIL processes. Experience from HaloITSM is a plus.
• Demonstrated ability to lead geographically dispersed teams across multiple countries with direct and indirect reporting.
• Strong change management skills and ability to bring people along in a complex, multi‑stakeholder environment.
• Experience in vendor management, designing KPIs, and service governance.
• Data‑driven mindset with a track record of using KPIs and dashboards to drive service improvements.
• Experience combining service desk responsibilities with on‑site support management is a strong plus.

We believe that to succeed in this role, you should possess the following skills

• Strong communication and stakeholder management skills, and able to engage credibly across organizational levels and geographies.
• Tactical yet hands‑on approach: you can set direction and roll up your sleeves when needed.
• High adaptability and problem‑solving ability, with the confidence to navigate ambiguity during a build phase.
• A proactive approach to continuous learning, staying updated on new technologies and industry trends in IT support.
• Fluent in English, both orally and in writing. Swedish, French, German, or Czech is a plus.
• Ability to frequently travel to our sites (estimated to be 1‑2 per month initially).

Additional information

Start: Per agreement
Location: Malmö