Performance & Governance Lead, Nordic Operations

Atnorth As; Kista; On-site; SEK 900,000 - 1,300,000; Full time

Job summary

atNorth is seeking a Performance & Governance Lead to own performance, governance and continuous improvement across Customer Operations. You will translate commitments into clear priorities, KPIs, and improvement initiatives, leading the Nordic Operations Center and coordinating incidents with stakeholders.

You will set standards for governance, quality, and risk management, and oversee the NOC and Quality Managers.

Qualifications

• 8–10+ years in performance management, quality, governance, customer operations, analytics or operational excellence.
• Experience in data center, IT infrastructure or complex operational environment.
• Proven leadership experience, leading managers or multidisciplinary teams.
• English fluency; Swedish language preferred.

Responsibilities

• Define and develop the Customer Operations performance and governance framework, standards and improvement roadmap.
• Translate customer commitments, business objectives and operational risks into clear priorities and OKRs.
• Lead the Nordic Operations Center operating model, including service standards and escalation routines.
• Own incident coordination, escalation, communication and follow-up standards.
• Define and govern KPIs, SLAs, scorecards, QBR insights and reporting standards.
• Drive quality management, audit readiness, process adherence and corrective-action governance.
• Govern SOPs, controls, data quality and continuous improvement initiatives.
• Lead and develop the NOC and Quality Managers, setting direction, goals and development priorities.
• Build strong capabilities in decision-making, incident leadership, communication and analytical thinking across the team.
• Align key functions around operational risks, decisions and improvement initiatives.
• Identify and escalation material risks, dependencies and resource constraints, recommending appropriate actions.

Skills

Performance management

Governance

Quality management

Operational excellence

NOC operations

Incident management

Data analytics

Stakeholder management

Leadership

Education

Bachelor’s or Master’s degree in Business, Engineering, Quality Management, Data Analytics, Information Systems or related field

Tools

BI

Job description

atNorth is seeking a Performance & Governance Lead to own performance, governance and continuous improvement across Customer Operations. You will translate commitments into clear priorities, KPIs, and improvement initiatives, leading the Nordic Operations Center and coordinating incidents with stakeholders.

You will set standards for governance, quality, and risk management, and oversee the NOC and Quality Managers.