Senior Manager – Service Management & Artificial Intelligence

Sinch; Stockholms kommun; Hybrid; SEK 781,200 - 903,960; Full time

Job summary

Sinch is looking for a Manager Service Management & Artificial Intelligence to lead and develop a team in Stockholm. You will drive operational excellence and innovate through AI and automation.

The ideal candidate has over 5 years of experience in service management, a strong technical background, and excellent communication skills. This hybrid role encourages engagement and collaboration to optimize service delivery.

Qualifications

• 5+ years in Service Management and Technology leadership roles.
• Hands-on experience with Service Management platforms.
• Strong knowledge of enterprise IT systems.

Responsibilities

• Lead and develop a team for high engagement.
• Ensure operational excellence in service management.
• Drive innovation with AI and automation.

Skills

Leadership skills

Communication

Stakeholder management

Operational excellence

Process management

Education

Bachelor's in Computer Science, Engineering, or related field

Tools

Atlassian Suite

Microsoft 365

Jira

Slack

Azure AD

Okta

Job description

Stockholm, Sweden (Hybrid)

Trending

Job Description

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!

Sinch is on a growth and development journey. We’re building a Service Management function and looking for a Manager Service Management & Artificial Intelligence to drive this area. As a leader in this space, your focus is to build new capacity in the company by establishing a common service management process framework on Atlassian Cloud. This is a company-wide initiative to streamline our global footprint and services to become more data-driven and mature.

You’ll lead a team of 5–10 individuals—including Product Owners for Service Management and AI—and act as the bridge between technical execution and business strategy. You will orchestrate the collective success of this team, ensuring we maximize platform adoption, proper lifecycle management, and the integration of Agentic AI and Power Automate capabilities.

This role is based in Stockholm, Sweden (Hybrid) and reports to the VP, Business Operations EIT.

What You’ll Do

• Lead & Orchestrate: Lead, motivate, and develop a team of 5–10 individuals and externals, promoting high engagement and setting clear performance objectives. Enable your Product Owners (Service Management and AI) to define their roadmaps while you ensure alignment with the broader IT strategy.
• Drive Operational Excellence: Accountable for the stability, refinement, and standardization of the Service Management & Automation platforms. You will ensure the platforms are fit-for-purpose and drive consistency across the global organization.
• Process Management: Accountable for IT process execution, follow-up, and improvements. This includes Incident, Problem, Change, Knowledge, Configuration, and Asset Management.
• Innovate with AI & Automation: Drive end-to-end thinking and execution towards more integration and automation. Champion the shift toward Agentic AI adoption and Power Automate capabilities to reduce manual toil and modernize service delivery.
• Strategy & Lifecycle: Define and drive the vision for the IT products in scope. Ensure a product lifecycle management framework is in place and manage the total cost of ownership.
• Enhance User Experience: Understand the Sinch users and stakeholders, their needs, and challenges to drive improvement in service delivery. Ensure customer satisfaction and end‑user experience in friendly IT processes.
• Partner Management: Build and maintain strong relationships with suppliers (including Atlassian and automation vendors) to maximize contract value and foster long‑term partnerships.

What We’re Looking For

• Education: Bachelor's in Computer Science, Engineering, or related field (Master's preferred).
• Experience: 5+ years in Service Management, Automation and Technology leadership roles delivering in enterprise environments.
• Technical Expertise:
  • Hands‑on with Service Management platforms and capabilities from design through operations (ideally Atlassian Suite).
  • Service knowledge and ownership of AI & Automation in an Enterprise environment.
  • Demonstrated experience solving business challenges directly or through leadership responsibilities.
  • Knowledge of enterprise IT systems (Microsoft 365, Jira, Slack) and identity/access management (Azure AD, Okta).
  • Security & Compliance: Strong grounding in data privacy, DLP, PII handling, and audit requirements.
• Soft Skills:
  • Excellent communication and stakeholder management; proven ability to influence and lead change.
• Frameworks and Guidelines:
  • ITIL, IT4IT, Six Sigma, etc.

Our corporate language is English, please submit your application in English.

At Sinch, we value learning, embrace change, and offer opportunities for personal and professional growth. Unfortunately, we are not supporting relocation at this time.

Applicants must:

• Hold Swedish or EU/EEA citizenship.
• Have a valid Swedish work permit.

SALARY

The monthly salary for this position is between 70,000 SEK–81,000 SEK. Factors which may affect pay within this range may include skills, education, experience, and other qualifications.

At Sinch, we’re committed to building a workplace where everyone feels valued, supported, and welcomed. We provide equal employment opportunities to all employees and applicants and do not discriminate on the basis of race, color, national origin, religion, creed, disability, age, sex, sexual orientation, gender identity or expression, marital status, familial status (including pregnancy, childbirth, and related medical conditions), status with regard to public assistance, veteran status, genetic information, or membership or activity in a local human rights commission, or any other status protected by applicable law.