IT Service Management Lead

Tiivistelmä työpaikkailmoituksesta: You will lead the strategy, design and rollout of a unified ITSM platform across St1's Nordic operations to deliver cultural and operational change. You will own incident, change and service request processes, CMDB governance, metrics-driven continual improvement, and the promotion of automation and AI. The role requires a Bachelor's degree, seven years' work experience and language skills in Finnish and English. This is a full-time permanent position with salary paid monthly. Tämä tiivistelmä on luotu tekoälyn avulla. Job Requirements Education: Bachelor's degree Work experience: 7 years Language skills: Finnish, English Job Summary Salary Period: Monthly Contract Type: Full time, Permanent St1 is an energy transition company with the vision to be the leading producer and seller of CO₂-aware energy. St1 operates in Finland, Sweden, Norway, and the United Kingdom. Our portfolio encompasses oil products, biogas, Sustainable Aviation Fuel (SAF), renewable diesel (HVO) and solar power. St1 has 1,150 retail stations across Finland, Sweden and Norway. Together, we’re more than 1,000 curious, committed and caring people here to change the game. Ready to challenge the ordinary with us? About the Role St1 currently manages IT service requests and incidents through a fragmented mix of tools: Jira, vendor-specific systems, and manual processes spread across teams and countries. This role exists to change that. We are looking for an IT Service Management Lead to own the strategy, design, and rollout of a unified ITSM platform across St1's Nordic operations. This is not primarily a technical implementation project, it is a cultural and operational change programme. The right person understands that the hardest part of ITSM is not the tooling, it is getting people to think and work differently. You will act as the authority on ITSM processes across the organization: designing how incidents, changes, and service requests are handled, ensuring those processes are documented, governed, and followed, and driving continuous improvement through data and automation. This is a cross-functional lead role: you influence without direct authority, align stakeholders across teams and business units, and keep the programme moving through complexity. How you’ll help drive the change Joining St1, you’ll be part of running and developing a profitable business that invests in long-term energy solutions. Together we achieve the extraordinary through everyday work. As an IT Service Management Lead, you’ll play a key role in… • Owning the end-to-end ITSM approach, governance, and process design across the organization. • Leading the implementation and rollout of the ITSM platform: managing vendors, stakeholders, and cross-functional teams from design through to adoption. • Defining and governing core ITSM processes (incident, change, and service request management) and ensuring they are documented (flows, policies, RACI) and consistently followed. • Driving the cultural change that makes ITSM work: build understanding, buy-in, and new habits across teams and countries. • Owning CMDB governance and data quality, ensuring configuration data is accurate, maintained, and useful. • Using metrics and user feedback to identify improvement opportunities and drive continual service improvement. • Promoting automation and AI-assisted service optimization: reducing manual effort and improving response times. • Acting as the internal ITSM expert and authority: providing guidance, training, and documentation to support organization-wide adoption. • Ensuring ITSM processes are aligned with business needs and IT service delivery goals across St1's Nordic operations. What you bring to the team We’re looking for a colleague with the drive to challenge, collaborate and grow. To thrive in this role, you likely have: ITSM experience is essential, but so is the ability to lead change. We are looking for someone who combines deep service management knowledge with communication and influencing skills to make it stick across a complex organization. • Strong ITSM experience: hands-on knowledge of ITSM lifecycle, processes, and governance (ITIL certification preferred). • Experience leading ITSM implementations or transformations in complex, multi-team environments. • Deep understanding of CMDB, service governance, and IT process design. • Familiarity with ITSM platforms such as Matrix42, ServiceNow, or Jira Service Management. • Proven ability to drive cultural and process changes: you know that adoption is harder than implementation. • Strong stakeholder management and communication skills: you can align teams, manage vendors, and influence without direct authority. • Understanding of automation and integration possibilities within ITSM environments. • Ability to operate across multiple teams, functions, and countries. • Fluent English; Finnish or Swedish is considered an advantage. • Relevant higher education degree (computer s