Senior Manager - Service Management & Artificial Intelligence

Sinch; Sweden; Hybrid; SEK 600,000 - 800,000; Full time

Job summary

Sinch is seeking a Manager for Service Management & Artificial Intelligence in Stockholm. This role involves leading a team, driving operational excellence in service management platforms, and integrating AI capabilities.

The ideal candidate will have 5+ years of experience in Service Management and a strong technical background. Sinch values innovation and engagement, aiming to enhance user experiences across the organization.

Qualifications

• 5+ years of experience in Service Management and Technology leadership.
• Hands-on experience with Service Management platforms from design to operations.
• Proven ability to influence and lead change.
• Strong grounding in data privacy and compliance.

Responsibilities

• Lead, motivate, and develop a team of 5-10 individuals.
• Drive stability, refinement, and standardization of platforms.
• Accountable for IT process execution and improvements.
• Champion Agentic AI adoption and automation capabilities.
• Define and drive the vision for IT products in scope.

Skills

Service Management

Automation

Leadership

Stakeholder Management

Communication

Education

Bachelor's in Computer Science or Engineering

Master's preferred

Tools

Atlassian Suite

Microsoft 365

Jira

Slack

Azure AD

Okta

Job description

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”, “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.
  
  
  
  

Eligibility

• Hold Swedish or EU/EEA citizenship.


• Have a valid Swedish work permit.

Our corporate language is English; applications must be submitted in English.