Service Manager, MyWärtsilä

Tiivistelmä työpaikkailmoituksesta: The Service Manager, MyWärtsilä will manage the global customer portal's end-to-end IT service lifecycle and lead incident and escalation management. The role requires ensuring service performance, availability and SLA/KPI compliance while coordinating multi-vendor delivery and supplier performance. The preferred location is Helsinki, Turku or Vaasa, Finland with hybrid work options and close collaboration with IT, developers, solution managers and business stakeholders. Candidates should have an M.Sc. or equivalent, proven ITIL/ITSM and IT service management experience, strong stakeholder and supplier management skills, and fluent English. Tämä tiivistelmä on luotu tekoälyn avulla. Wärtsilä is an innovative technology company known for being a forerunner in the Marine and Energy markets. Every day, we – Wärtsilians - put our hearts and minds into turning Wärtsilä's purpose of enabling sustainable societies through innovation in technology and services into reality. Our ultimate aim is to provide increased value to both our customers and society. New, game-changing ideas and continuous improvement have been part of our DNA since 1834. Together, we can create new business opportunities and more sustainable future that we can all be proud of. We want to transition the world towards a decarbonised and sustainable future. By pushing the boundaries of engineering and technology, we can make it work. We are always on the lookout for future-oriented talent – want to join the ride? We are always on the lookout for talent with a growth mindset – are you the one? Wärtsilä global IT (Information Technology) integrates Processes, Systems and Information, supporting Wärtsilä’s businesses in developing the operations. Wärtsilä partners with world leading IT vendors and has an international IT organisation. For proactive and development minded persons, Wärtsilä is offering an exciting opportunity to shape the future of its IT environment, specifically our new customer facing platform. We are looking for a Service Manager, MyWärtsilä to manage our global customer portal (MyWärtsilä) IT service and ensure successful delivery throughout its lifecycle. The preferred location for this position is Helsinki, Turku or Vaasa, Finland. We offer the possibility of hybrid work. Our new platform will provide customers with a broad range of products and services. Built according to MACH architectural principles and developed on by teams across the company, the high level of operational complexity means you will need to work cross-functionally and with a large array of stakeholders. As Service Manager, you will lead internal IT teams and partners in a complex multi-vendor environment to resolve issues and drive effective service delivery. You will own the IT incident management process and be responsible for IT service management. You will act as a trusted partner and enabler for our business stakeholders in Marine and Energy. Working closely with solution managers, developers, IT teams, vendors and commercial stakeholders will be part of your daily work, ensuring smooth operations and contributing to an outstanding customer experience. Main responsibilities as the Service Manager, MyWärtsilä: Oversee delivery of e2e IT service and offerings, adherence to ITSM and ITIL best practices, governance across MyWärtsilä Own IT service management processes and provide IT support to the business support team. Act as the primary contact for complex incidents, ensuring high service quality and business continuity. Responsible for service performance, availability, reliability, and support, ensuring operational capacity/continuity, KPI and SLA compliance Act as the contact for the service(s), as a liaison between IT and business stakeholders Coordinate incident activities with operational teams, addressing delivery deviations Oversee and raise topics related to supplier performance and compliance Own the escalation management process for business-critical issues, ensuring rapid resolution, continuous service improvement, and alignment between business and IT stakeholders. Act as main IT escalation point for service issues and operational topics Drive continuous improvement initiatives which improve the technical performance of the platform, and follow up on feedback and trends Support to ensure effective service handover from projects to operations Financial and risk management for the service, according to Wärtsilä IT governance and framework To be able to succeed in the position, we expect you to have: Education: M.Sc. or equivalent in Information Technology or other relevant field. Proven ITIL/ITSM expertise (service management, cost management, agile, continuous improvement) Strong IT service manager skills and experience of working in similar position Good leadership, supplier and stakeholder management skills Strong knowledge of B2B customer and related business processes Familiarity of a modern software de