Performance & Governance Leader, NOC & Quality

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 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.