Performance & Governance Lead, Stockholm

atNorth Holding AB; Stockholms kommun; On-site; SEK 900,000 - 1,200,000; Full time

Job summary

atNorth seeks a Performance & Governance Lead to own performance management, governance and continuous improvement across Customer Operations. You will translate commitments and risks into clear priorities, drive standards, and lead cross-functional initiatives across the Nordic region.

You will mentor NOC and Quality Managers, shape incident management and reporting, and influence strategic direction while delivering tangible improvements in operational performance and customer experience.

Qualifications

• 8–10+ years of experience in performance management, quality, governance, customer operations or operational excellence.
• Experience in data center, IT infrastructure or complex ops environments.
• Proven leadership, mentoring and cross-functional collaboration.

Responsibilities

• Define and develop Customer Operations performance and governance framework, standards and improvement roadmap.
• Translate objectives and risks into clear priorities and OKRs.
• Lead the Nordic Operations Center operating model and service standards.
• Own incident coordination, escalation, communication and follow-up.
• Define and govern KPIs, SLAs, scorecards and reporting standards.
• Drive quality management, audit readiness and corrective-action governance.
• Govern SOPs, data quality and continuous improvement initiatives.
• Lead and develop NOC and Quality Managers, setting direction and priorities.
• Build capabilities in decision-making, incident leadership and stakeholder communication.
• Align functions around risks and improvement initiatives.
• Identify material risks and resource constraints and recommend actions.

Skills

Performance management

Quality governance

NOC operations

Operational excellence

Analytics

Incident management

Root cause analysis

Stakeholder management

Leadership

Decision making

Education

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

Tools

BI tools

SQL/Analytics tools

Job description

atNorth is a leading Nordic data center company providing cost-effective, scalable high-density colocation and built-to-suit services to industry-leading organizations across Iceland, Sweden, Finland, and Denmark.

With sustainability at our core, our data centers run on renewable energy and are designed according to circular economy principles. Through innovative design, power efficiency, and intelligent operations, we deliver reliable, secure, and high-performance infrastructure.

Headquartered in Reykjavik, Iceland, atNorth operates eight data centers across the Nordics, with additional sites under development in Finland, Denmark, Sweden and Norway.

We combine world-class technology with a people-first culture built on collaboration, ownership, and trust, empowering our teams to grow, take responsibility, and make a real impact.

By joining our international team, you will help shape the future of sustainable digital infrastructure.

Performance & Governance Lead, at atNorth

Are you an experienced leader with a strong background in performance management, governance, quality and operational excellence? Do you thrive in complex environments where customer commitments, operational risk and business priorities need to be translated into clear direction and measurable results?

atNorth is looking for a Performance & Governance Lead to take ownership of performance, governance and continuous improvement across Customer Operations. In this role, you will combine strategic thinking with operational leadership, driving standards, insights and improvements across an international and fast-growing digital infrastructure organization.

As Performance & Governance Lead, you will be responsible for establishing and developing the frameworks, standards and ways of working that enable Customer Operations to perform at its best. You will translate customer commitments, business objectives and operational risks into clear priorities, KPIs and improvement initiatives.

You will lead the governance of performance, quality and incident management while working closely with key stakeholders across the organization. The role combines strategic responsibility with hands‑on leadership and offers the opportunity to influence how atNorth measures performance, manages operational risk and continuously improves its customer operations.

Key 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 elevate material risks, dependencies and resource constraints, recommending appropriate actions.

You will also have the authority to set priorities and allocate work across the NOC and Quality Managers, direct incident coordination and stakeholder communication, and require corrective or preventive actions where service, quality, data or governance issues are identified.

atNorth is an international and fast‑growing company where collaboration, ownership and continuous improvement are key. You will work across functions and have significant influence on how Customer Operations develops and delivers value to customers. The role offers a broad scope, senior stakeholder exposure and the opportunity to make a tangible impact on operational performance and customer experience.

Your profile:

We are looking for an experienced leader who combines strong operational understanding with a strategic and analytical mindset. You are comfortable establishing structure and governance in complex environments and have the confidence to influence stakeholders across functions.

You have:

• 8–10+ years of experience within performance management, quality, governance, customer operations, analytics, NOC operations or operational excellence.

• Experience from data center, IT infrastructure, B2B technology or another complex operational environment.

• Proven leadership experience, ideally leading managers and/or multidisciplinary teams.

• Strong knowledge of KPI and SLA governance, quality management, reporting and operational performance.

• Experience with incident management, root cause analysis and continuous improvement.

• Strong analytical skills and experience working with data, insights and reporting to support decision‑making.

• Excellent stakeholder management and communication skills, with the ability to influence across functions and organizational levels.

• A Bachelor’s or Master’s degree in Business, Engineering, Quality Management, Data Analytics, Information Systems or a related field, or equivalent relevant experience.

• Fluency in English; proficiency in Swedish is preferred.

As a person, you are structured, analytical and decisive, with a strong sense of ownership. You are comfortable working in a dynamic environment with multiple priorities and are able to turn complex information into clear actions. You build trust easily, communicate with clarity and have the leadership skills to create direction while developing the people around you.

Experience or certification in ISO 9001, Lean/Six Sigma, BI, data governance or analytics is considered an advantage.

About the atNorth Culture

We believe that sustainable success starts with the wellbeing of our people. For us, an open, transparent, and inclusive culture is more than a priority, it is the core of how we lead and innovate.

We don’t just talk about culture; we nurture it. Through regular one‑to‑one engagements and monthly wellbeing surveys, we listen carefully to our teams, ensuring that every voice is heard and every opportunity for improvement is embraced.

We recognize that innovation and collaboration thrive where people feel truly connected, which is why we come together each week to share ideas, strengthen relationships, and nurture a sense of belonging, sometimes over a simple breakfast and good conversation.

At atNorth, we are building a community where you can do your best work and shape a sustainable future together.