Shape the future of Saab IT – Head of service desk

Saab AB; Sweden; Remote; SEK 900,000 - 1,500,000; Full time

Job summary

Saab AB in Sweden seeks a visionary Head of Service Desk within Group IT to lead first-line, second-line and on-site IT support, driving reliability, user-centric services and AI-enabled transformation. You will shape Saab's service capabilities, manage people and performance, collaborate with stakeholders, vendors and security teams, and travel as needed to meet with teams and business partners.

This is a high-impact leadership role requiring strategic thinking and hands-on delivery.

Qualifications

• Experience leading support organisations in complex IT environments.

Responsibilities

• Lead the Saab Service Desk across first-, second-line and on-site support.

Skills

People leadership

Operational delivery

Incident management

Service metrics

Stakeholder management

Vendor management

English and Swedish

Education

Academic degree in a relevant field

Job description

Shape the future of Saab IT – Head of service desk

Take on a leadership role at the heart of Saab's digital transformation. As Head of Service Desk within Group IT, you will lead a strategically important area that enables Saab's employees to work effectively through reliable, accessible and user-focused IT support.

You will help shape the future of Saab's support services. Join Saab on an exciting journey of growth and transformation, helping to position the organisation for future success in an increasingly digital and globally connected world.

Your role

As Head of Service Desk, you are responsible for the performance, development and effectiveness of Saab’s Service Desk area, encompassing first-line, second-line and on-site support within its remit. You lead the organisation, people and capabilities that enable employees to get timely and effective IT support, remotely and in the workplace, while driving the transformation towards more proactive, knowledge-driven and AI-enabled support.

You will be part of the IT Operations & Support management team. You will act as the bridge between your area, business stakeholders and service providers, creating alignment and ensuring that business priorities, technology initiatives and operational delivery move forward together. The role requires some travel to meet with your teams and business stakeholders.

While the preferred locations are listed above, alternative locations may be possible

In this role, you will

• Lead, develop and engage employees and leaders within the area
• Take accountability for the performance, quality and cost efficiency of the support services within your area
• Drive organisational development and continuous improvement across the area
• Set direction and priorities for the area in alignment with Saab's business and technology strategies
• Build strong relationships with business stakeholders, service providers, vendors, and partners to maximise the value of end-user support services
• Lead the development and evolution of Saab's service desk capabilities and services
• Drive service excellence, user satisfaction, and continuous improvement across support services
• Enable efficient, scalable, and user-centric support through modern tools, processes and ways of working

Your profile

We are looking for an experienced leader with a strong combination of people leadership, business understanding and technology insight.

You have experience leading support organisations and delivering results in complex IT environments while driving change and continuous improvement. You understand the demands of both remote and on-site support and are comfortable collaborating with stakeholders across functions and locations.

You are a people-oriented leader who creates engagement, develops others and fosters high-performing teams. At the same time, you have a strong delivery focus and a passion for excellent service. You combine a structured approach to operational performance with the ability to develop support services through modern technologies and new ways of working.

Key qualifications and experience

• Academic degree in a relevant field, or equivalent experience
• Strong people leadership and talent development skills
• Proven experience managing operational delivery and service performance
• Strong understanding of incident management, service request fulfilment, escalation and knowledge management
• Experience using service metrics and user feedback to improve support quality, responsiveness and efficiency
• Experience driving service improvement, operational excellence, or support transformation initiatives
• Experience from large, complex and global organisations
• Strong stakeholder, vendor and financial management skills
• Experience from the defence industry is considered an advantage
• Fluency in both Swedish and English, both written and spoken

This position requires that you pass a security vetting based on the current regulations around security protection. For positions requiring security clearance, additional obligations regarding citizenship may apply.

What you will be a part of

Explore a wealth of possibilities. Take on challenges, create smart inventions, and grow beyond. This is a place for curious minds, brave pioneers, and everyone in between. Together, we achieve the extraordinary, each bringing our unique perspectives. Your part matters.

Saab is a leading defense and security company with an enduring purpose, to help nations keep their people and society safe. Empowered by its 30,000 talented people, Saab constantly pushes the boundaries of technology to create a safer and more sustainable world.

Saab designs, manufactures and maintains advanced systems in aeronautics, weapons, command and control, sensors and underwater systems. Saab is headquartered in Sweden. It has major operations all over the world and is part of the domestic defense capability of several nations. Read more about us here

Regardless of whether you value cutting edge technology, creativity or an innovative environment, everyone at Saab contributes to keeping people and society safe.