End User Services Lead, Operations and Automation

End User Services Lead, Operations & Automation Location: Helsinki, Finland or Stockholm, Sweden   | Team: Business & IT (BIT) Who we are We're bold thinkers and kind teammates, growing fast but staying grounded. Our Nordic roots and global outlook shape a culture of friendliness, creativity, and collaboration, all powered by openness and shared wins. We care deeply about doing the right thing – and doing it together. We aim to improve the flow of goods, time, and energy – and we know we can't shape the future by clinging to the past. So, we keep evolving, together. What we do RELEX runs the planning decisions behind 600+ retailers and manufacturers worldwide, deciding, at real scale, what gets forecast, stocked, priced, promoted, and produced across the entire value chain. Few problems combine this much data, this much complexity, and this much real-world weight: get it right and a shelf stays stocked, a factory line doesn't stall, food doesn't spoil in a warehouse before it's sold. Get it wrong, and it shows up in actual losses, for some of the largest retail and manufacturing brands in the world. We've grown for 76 consecutive quarters straight, and it's still accelerating. The first half of 2026 was the strongest in the company's history. We're a team of 2,000+ people, headquartered in Helsinki, with offices across Europe, North America, and Asia-Pacific. In response to our fast growth, we are looking for an End User Services Lead to become the operational backbone of our End User Services team and turn day-to-day ticket firefighting into lasting, automated systems. What we need you to do and be Bring your ideas. Challenge ours. Grow with us. You will lead End User Services – IT Technical Operations, and IT Asset Management & Workplace (led by Nick Kwadijk, who'll report into you) – as the human tier behind our AI agent layer, with 13 people counting on you and two senior regional operators helping you run the team day to day Move the team off repetitive manual work by documenting and automating it — the measure is repeatable systems, not individual heroics. Automate standard access and provisioning through Entra, SSO, and SCIM, and grow the RELEX Access Portal so common requests are self-serve. Cut manual ticket volume at the front line through automation, partnering with our AI agent layer and AI & Automation team. Support our Microsoft stack — Microsoft 365, Intune, and endpoint management — and run service delivery through Jira and JSM. Own the End User Services entry in our service catalogue, with KPIs and SLAs you define and report on. What you’ll bring to the table Our five values are our playbook. We speak up when things don't make sense. We stop doing what doesn't add value. We stay curious, back each other up, and make space for both innovation and laughter. Senior, hands-on IT engineering experience, with real depth in Microsoft identity (Entra), SSO, and SCIM provisioning, plus endpoint administration Comfortable configuring and r