Head of Service Desk — AI-Driven IT Support Leader

Saab AB; Solna kommun; On-site; SEK 1,200,000 - 1,600,000; Full time

Job summary

Saab AB is seeking a transformative leader to head the Service Desk within Group IT. You will oversee first/second-line and on-site support, guiding a team through modernization and proactive, knowledge-driven, AI-enabled services.

The role sits in the IT Operations & Support management team and involves travel to engage with teams and stakeholders. You will shape Saab's support services, align with business and technology strategies, and drive continuous improvement to deliver reliable,

Qualifications

• Academic degree in a relevant field.
• Strong people leadership and talent development skills.
• Proven experience managing operational delivery and service performance.
• Strong understanding of incident management, service request fulfilment, escalation and knowledge management.
• Experience using service metrics and user feedback to improve support quality, responsiveness and efficiency.
• Experience driving service improvement, operational excellence, or support transformation initiatives.
• Experience from large, complex and global organisations.
• Strong stakeholder, vendor and financial management skills.
• Fluency in both Swedish and English, both written and spoken.

Responsibilities

• Lead, develop and engage employees and leaders within the area.
• Take accountability for the performance, quality and cost efficiency of the support services within your area.
• Drive organisational development and continuous improvement across the area.
• Set direction and priorities for the area in alignment with Saab's business and technology strategies.
• Build strong relationships with business stakeholders, service providers, vendors, and partners to maximise the value of end-user support services.
• Lead the development and evolution of Saab's service desk capabilities and services.
• Drive service excellence, user satisfaction, and continuous improvement across support services.
• Enable efficient, scalable, and user-centric support through modern tools, processes and ways of working.

Skills

People leadership

Incident management

Service delivery

Stakeholder management

Vendor management

Knowledge management

Education

Academic degree in a relevant field

Tools

ITIL v4

Job description

Saab AB is seeking a transformative leader to head the Service Desk within Group IT. You will oversee first/second-line and on-site support, guiding a team through modernization and proactive, knowledge-driven, AI-enabled services.

The role sits in the IT Operations & Support management team and involves travel to engage with teams and stakeholders. You will shape Saab's support services, align with business and technology strategies, and drive continuous improvement to deliver reliable,