IT Incident, Problem and Change Manager

SSC - Swedish Space Corporation; Solna kommun; On-site; SEK 900,000 - 1,100,000; Full time

Benefits offered by this job

Wellness allowance

Health benefits

Pension plan

Extra paid leave

Job summary

SSC Space is seeking an IT Incident, Problem and Change Manager to ensure stable, secure IT services globally. You will develop, coordinate and drive incident, problem and change processes, collaborating with IT teams, service owners and stakeholders to restore services quickly and prevent recurrence.

You will lead governance, improve process quality, and enable proactive service management with a focus on continuous improvement and business value across SSC Space and its customers.

Qualifications

• University degree in IT, technology, business administration or equivalent knowledge gained through relevant work experience.
• Minimum 3-5 years experience in incident, problem and change management or IT service management.
• Good understanding of ITIL-based processes and best practices in IT service management.

Responsibilities

• Own, coordinate and continuously improve incident, problem and change management processes in line with ITSM best practices.
• Lead major incident coordination with clear communication and post-incident reviews.
• Drive problem management activities including root cause analysis and corrective actions.
• Manage change management process including assessment, scheduling, approvals and post-implementation reviews.
• Prepare and facilitate Change Advisory Board meetings and ensure changes are documented and communicated.
• Monitor process performance via KPIs and dashboards for continuous improvement.
• Collaborate with service owners and vendors to improve service stability and customer satisfaction.
• Maintain process documentation, guidelines and templates for ITSM activities.
• Ensure compliance with security protocols and data protection regulations.

Skills

ITIL knowledge

Major incident coordination

Root cause analysis

Stakeholder facilitation

Jira Service Management

ServiceNow

Microsoft 365

Swedish & English proficiency

Structured thinking

Education

University degree in IT, technology, business or equivalent

Tools

Jira Service Management

ServiceNow

Microsoft 365

Job description

Description

Welcome to SSC Space, the perfect workplace for those passionate about technology in general and space in particular.

With space organizations, research institutes, institutional and commercial actors as customers, we offer specialist expertise in satellite communications, space consulting services, rocket and balloon systems, flight test services, satellite propulsion systems, and much more.

SSC Space also has one of the world’s largest global networks of ground stations for satellite communications. We own and operate the Esrange Space Center in Kiruna, northern Sweden, with the aim of launching satellites in the near future.

Are you fueled by a passion for people and the ambition to create an awesome workplace? Do you like new technology and the opportunity to help influence and develop the future? If you answer yes to these questions, we invite you to seize the opportunity to make a significant impact as our IT Incident, Problem and Change Manager with focus on reliable, secure and continuously improved IT services for SSC Space worldwide. You are offered an exciting role in a team that provides advanced technology, security and IT services to SSC Space and our customers. We are looking for a dedicated person who shares our core values of Customer passion, Care, Collaboration, Curiosity, and Courage.

Requirements

To thrive in this role, we see that you are structured, analytical and confident in coordinating complex situations with many stakeholders. You are comfortable facilitating discussions, aligning priorities and driving decisions in an international environment. You remain calm under pressure, take ownership when services are disrupted, and are motivated by restoring stability, identifying root causes and preventing issues from recurring. You are service-minded, thorough and improvement-oriented, with the ability to combine process governance with practical collaboration across technical teams, service owners, vendors and business stakeholders.

Required skills:

• University degree in IT, technology, business administration or equivalent knowledge gained through relevant work experience.
• Minimum 3-5 years previous experience from incident, problem and change management or a similar IT service management role.
• Good understanding of ITIL-based processes and practical experience working with IT service management best practices.
• Experience coordinating major incidents, root cause analysis, corrective actions, change assessments and post-implementation reviews.
• Strong communication and facilitation skills, with the ability to align technical teams, service owners, vendors and business stakeholders.
• Ability to work in a structured and analytical way, drive follow-up, manage priorities and document decisions clearly.
• Experience using IT service management tools such as Jira Service Management, ServiceNow or similar platforms.
• Fluent communication skills in Swedish and English, both written and spoken.

Beneficial skills:

• ITIL certification or other relevant certification within IT service management, change management or process improvement.
• Experience working with major incident management, Change Advisory Boards or service management governance in a larger or international organization.
• Experience from regulated, security-sensitive or mission-critical IT environments where stability, traceability and controlled changes are essential.
• Experience creating and following up KPIs, reports, dashboards and improvement plans related to service quality and process performance.
• Knowledge of service continuity, risk management, information security or cybersecurity frameworks.
• Experience with Jira Service Management, ServiceNow, Microsoft 365 or other tools used for collaboration, workflow automation and service management reporting.

Responsibilities

As Incident, Problem and Change Manager, you will play a pivotal role in ensuring stable, secure and efficient IT services across SSC Space. This is a new role within the team and you will develop, coordinate and drive incident, problem and change management processes, working closely with IT teams and the business, service owners and stakeholders to restore services quickly, prevent recurring issues and implement changes in a controlled and transparent way.

You will be responsible for maintaining and improving process quality, governance, reporting and follow-up within incident, problem and change management. You will facilitate collaboration across teams, support decision-making forums, and help build a proactive service management culture focused on continuous improvement and business value.

Main Tasks

• Own, coordinate and continuously improve the incident, problem and change management processes in alignment with IT service management best practices.
• Lead major incident coordination, ensuring clear communication, fast restoration of services, stakeholder alignment and structured post-incident reviews.
• Drive problem management activities, including root cause analysis, recurring issue identification, corrective actions and follow-up to reduce service disruptions.
• Manage and facilitate the change management process, including change assessment, scheduling, approval coordination, risk evaluation and post-implementation reviews.
• Prepare and facilitate Change Advisory Board meetings and ensure that changes are documented, communicated and implemented in a controlled manner.
• Monitor process performance through KPIs, reports and dashboards, identifying trends, risks and opportunities for continuous improvement.
• Collaborate with service owners, technical teams, vendors and stakeholders to improve service stability, quality and customer satisfaction.
• Maintain process documentation, guidelines, templates and communication routines for incident, problem and change management.
• Ensure compliance with security protocols, governance requirements and data protection regulations.
• Contribute to the strategic planning and development of SSC Space’s IT service management capabilities.

Benefits

WE OFFER YOU

A very exciting position where you will have great freedom to plan your own work and that contains

• personal development and challenging, developing tasks
• a workplace with proud and dedicated employees
• an opportunity to create the future of the space industry in Europe

Additional benefits

• In addition to vacation and traditional public holidays, we offer extra paid leave throughout the year, such as time off between Christmas and New Year, Ascension Day, amounting to 6-11 extra days depending on the calendar.
• Wellness allowance of SEK 5,000 per year.
• Health benefits such as voluntary health insurance and regular health checks for eligible employees.
• Access to a benefit bike through a tax-efficient leasing program.
• Support for employee-driven activities that promote connection, health, and culture across teams.
• Collective Agreement, including good pensions plans, parental pay and insurance.

LOCATION

The position is located either in Kiruna or in Solna and may involve some limited and plannable travel. The position is organized in the IT Workplace & Collaboration Services team within Group IT.

FURTHER INFORMATION

For questions regarding employment terms or union-related matters, you are welcome to contact our union representatives:

Sveriges Ingenjörer: [e-mail]

Unionen: [e-mail]

WE HELP EARTH BENEFIT FROM SPACE

SSC Space is a leading global provider of advanced space services, with more than 50 years of experience. We help space organizations, research institutes, commercial and institutional actors from all over the world to get access to space.

With local presence on all continents and about 700 committed employees, we offer specialist expertise in satellite communications and satellite control services, spacecraft operations, rocket and balloon systems, launch services and flight test services, as well as engineering, operations and consultancy services for space missions.

We help Earth benefit from Space. Learn more at sscspace.com