Head of Assurance

Globalconnect; Uppsala kommun; Sur place; SEK 1 600 000 - 2 100 000; Plein temps

Résumé du poste

GlobalConnect is seeking a Head of Assurance to guide the transformation of our operations across multiple markets. You will own the end-to-end assurance chain, maintain 24/7 monitoring, coordinate incidents, and ensure proactive service restoration while elevating customer trust.

In this role, you will lead cross-country teams, enhance monitoring capabilities and implement AI-enabled solutions to deliver reliable connectivity and improved customer experience across five countries.

Qualifications

• Deep knowledge of Assurance practices including NOC operations and ITIL-aligned change and problem management.
• Proven ability to transform reactive operations to proactive ways of working.
• Experience running 24/7 or shift-based service operations at scale.
• Knowledge of monitoring/observability tools such as ServiceNow and Prometheus, incl. AI-enabled monitoring.

Responsabilités

• Set direction for the Assurance approach across Sweden, Norway, Denmark, Finland and Germany.
• Own the end-to-end assurance chain including 24/7 monitoring, incident coordination and service restoration.
• Build consistent standards and processes across Assurance teams and improve collaboration with technical and customer-facing colleagues.
• Strengthen root-cause discipline and coordinate the resolution of recurring problems.
• Advance monitoring, automation and AI-enabled operations to improve customer satisfaction and efficiency.

Connaissances

NOC operations

ITIL change & problem mgmt

Transformation leadership

Monitoring/observability

AI-enabled monitoring

Outils

ServiceNow

Prometheus

Description du poste

Guide a transformation that will shape how customers experience GlobalConnect. You will manage the journey from first alert to service restoration, making reliability a genuine competitive advantage. This is a role of high priority to execute a material transformation and deliver concrete impact.

What you need to succeed

• Deep knowledge of Assurance practices, including NOC operations and ITIL-aligned change and problem management.
• Demonstrated ability to guide transformation of people and systems – here to move reactive operations toward proactive ways of working.
• Experience managing service operations at scale, including 24/7 or shift-based operations. Understanding of network infrastructure, including fiber, IP, and access.
• Knowledge within monitoring or observability platforms such as ServiceNow and Prometheus, including AI-enabled monitoring.

About the role and the team

GlobalConnect provides fiber connectivity and data center services to businesses, carriers and hyperscalers. As Head of Assurance, you will manage our operations across five countries. The organization brings together the Network Operations Center (NOC), ISP Service Desk, Change Management, and Problem Management. You will report directly to the Group COO.

Assurance connects the first signal of a service issue with customer communication and full-service restoration. You will work closely with technical operations and engineering teams, as well as customer‑facing colleagues, to improve service reliability and build customer confidence.

The transformation is underway. A single ServiceNow instance supports the Assurance setup, Prometheus is being implemented as the full monitoring platform, and investment in AI is planned to build next generation automated, proactive response. You will handle the transformation to improve quality of the operation and stability delivered to the customers by improving change and problem management and making operations more forward‑looking.

Your responsibilities

• Set direction for the Assurance approach across Sweden, Norway, Denmark, Finland and Germany.
• Own the end‑to‑end assurance chain, including 24/7 monitoring, incident coordination, customer communication and service restoration.
• Build consistent standards and processes across the Assurance teams, improving collaboration with technical teams and customer‑facing colleagues.
• Strengthen root‑cause discipline and coordinate the resolution of recurring problems across the organization.
• Advance monitoring, automation and AI‑enabled operations to improve customer satisfaction, reduce time to restore service and increase efficiency.

Who you are

You put customers at the center of operational decisions and create clarity in complex, cross‑country environments. You bring people and functions together around shared standards, set direction with conviction and build a culture where teams handle issues and act on them. You use data to guide priorities and can manage change while the organization continues to operate around the clock.

In this role, you can shape how GlobalConnect protects service stability and deliver a more consistent customer experience across its markets. No need for a personal letter –

Join us and be part of the transformation in the most exciting company within critical digital infrastructure in Northern Europe!