Head of Service Management

Schibsted Media Group is an international media group with 6800 employees in over 30 countries. From Mexico to Malaysia, from Brazil to Norway – millions of people interact with Schibsted companies every day. We ensure that new and old sofas can be sold. News reports are read and watched when, where and how consumers want. Weather reports are checked with quick online services. Carpenters are found through a couple of clicks. Prices are compared and the latest fashion is browsed. These examples are just some of the ways our services empower people all around the world in their daily lives.

Our philosophy is built on keeping an open mind, challenging ourselves and the status quo. The goal is to shape the future of our industry. To achieve this we recruit attitude. Are you driven and ambitious? Do you have the courage to face new challenges?

Find out more at: www.schibsted.com

Head of Service Management

Schibsted Centralen delivers shared services to Schibsted- Sweden’s businesses. Our services cover IT, Facility, Conference, Switchboard and Reception. We are about 80 employees located in one of Europe's most modern and environmentally friendly office buildings-, located next to Stockholm Central. In Schibsted Centralen, we grow capabilities that help boost the digital transformation including senior project management, business intelligence, IT-security and integration expertise.

The role  
The Head of Service Management is responsible for the life cycle of the service management within Schibsted Sweden and for the global Servicedesk located in the Swedish premises. Servicedesk delivers support of ca 250 products to ca 7 000 users in 30 countries. The support is delivered through physical front desk support, email, phone and chat channels.

Key responsibilities:

• Delivering high quality IT support to users within Schibsted
• People and budget responsibility for the Servicedesk department, today ca 10 FTEs divided into 1stand 2nd line, the ordering team and “utkörning” in Stockholm.
• Responsibility for the IT Service Management processes Change, Release, Incident and Problem.
• Governing the implementation of the processes, maintaining documentation and promoting continuous improvement within the ITSM area. Coaching and mentoring of the process managers and team leads.
• Acting product owner for the ITSM tool (Servicenow). Keeping the backlog in alignment with stakeholders requests and driving implementation of enhancements in the tool.
• Maintaining good routines and continuously improving ways of working.
• Schedule roster for 1st and 2nd line.
• Monthly reporting on SLAs and KPIs to management team and customers.
• Relations to suppliers, negotiations of agreements and daily followup of deliverables and costs
  
  

Your background
To be successful in this role we prefer that you have a technical University degree or equivalent experience. You have at least 5 years of experience from the Service Management area and daily operations in a service delivery organization. Since this is a management position you need to have at least 2 years of experience as team lead or manager. You have ITIL competence and knowledge in setting up/ being responsible for ITSM processes. If you have experience in coordinating and leading an international service delivery organization, we see that as a great plus.

Personal qualities

•  Accurate and accountable, delivers on deadline.
• Highly communicative.
• Team builder. Ability and will to share knowledge and experience.
• Good documentation and presentation skills. Fluent in english, written and spoken.
• Ability to cope with high demand and stressful operations.
• Highly service minded with interest to understand the business requirements and operations.
  
  

Application
In this recruitment Schibsted is working with Active Search. For more information please contact Eric Öholm, Recruitment Consultant. Tel: +46735-079993 Email: eric@active-search.se eller Frida Månsson, Researcher. Tel: +46 76-947 40 05 Email: frida@active-search.se