Senior Manager, Service Management

Tiivistelmä työpaikkailmoituksesta: Senior Manager, Service Management at UPM/WISA Plywood based in Finland, working hybrid in a permanent full‑time role reporting to the CIO. The role leads building and operating the IT supplier ecosystem and IT Service Management practices to ensure reliable, business‑critical services. You will turn supplier agreements into reliable services, enforce SLA‑driven performance and governance, evolve the ITSM platform (e.g., ServiceNow), and drive continuous improvement while managing service budgets. The ideal candidate has strong supplier management and ITIL knowledge, experience in budgeting and ITSM tools, excellent communication and change skills, and ideally familiarity with manufacturing, SAP or Salesforce. Tämä tiivistelmä on luotu tekoälyn avulla. Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values – trust and be trusted, achieve together, renew with courage. Together we can renew the everyday, for a future beyond fossils! Learn more about us as a workplace upm.com/careers Help to Build WISA's Modern IT Operations Location: Finland | Hybrid working Employment Type: Permanent, Full-time Join us at an exciting time We have been known for high-quality Plywood products for decades. Now, as UPM Plywood proceeds its transitions into an independent company, WISA Group, we are also building IT supplier ecosystem and IT Service Management practices that support our future business. We are investing in many IT technologies and services meaning a wide range of suppliers to be involved. We are building IT Service Management platform to support service operations driven by IT suppliers - This is to be developed further to have reliable fit-for-purpose foundation for our operations. To support this journey, we are looking for a Senior Manager, Service Manager to join our team. What makes this role interesting? This is not a role where you will simply monitor service reports and follow established processes. We are looking for someone who enjoys taking ownership of end-to-end IT services, strengthening supplier collaboration and working closely with business stakeholders and IT partners to ensure reliable service delivery. As we build our future IT operating model, you will have the opportunity to shape service management practices, governance and performance measures while staying close to daily operations and improvement initiatives. You will work across our IT supplier ecosystem and service portfolio, helping ensure business continuity, strong service performance, cost efficiency and continuous improvement for both office and manufacturing operations. What you'll be doing In this role, you will: · Develop IT service management practices and external support & maintenance set-up in close co-operation with other stakeholders · Lead external service delivery and turn supplier agreements into reliable, business-critical services · Ensure services consistently meet business-driven SLAs and deliver the reliability our operations depend on · Establish and lead effective IT service governance forums that drive clear decisions and action · Collaborate across the IT ecosystem to make services more efficient, proactive and business-focused · Champion continuous service improvement across IT service delivery, turning insights into measurable results · Own external costs related IT service cost centers budgeting, forecasting and cost performance, balancing financial discipline with business value · Coordinate the evolution of WISA Plywood’s IT Service Management platform to enable smoother and smarter service operations What we're looking for What matters is that you have strong service mindset, sense of ownership and can work effectively with different stakeholders. We expect you to have: · Good supplier management skills and knowledge of IT processes (ITIL) · Experience in accounting, budgeting and cost allocation · IT Service Management tool (e.g. ServiceNow) experience and interest in coordinating this area development further · Innovative and forward-looking mindset · Excellent communication, co-operation and change management skills – project management skills considered as advantage · You are cost and value consciousness · You are proactive and accountable It would be an advantage if you also have knowledge about manufacturing environments, SAP, Salesforce and data platforms. Why join? This is a unique opportunity to join a company at an important stage of its journey. You'll have the chance to: · Help to build and develop IT supplier ecosystem of a newly independent company · Shape IT service management, supplier governance and performance