Process Manager for the Technology Business Unit

Location: Copenhagen, Stockholm, Uppsala, or Oslo

Do you want to be a part of keeping society up and running, and enabling the innovations of tomorrow? As a process manager in GlobalConnect you are part of that mission.

We are looking for a comitted and pro-active Process Manager that can set the direction for how to work with processes. One that is not afraid to take the lead and be responsible for the design, implementation, and continuous improvement of IT Service Management (ITSM) processes based on the ITIL framework.

About the position:

Embarking on this journey with us means you'll be pivotal in shaping our process management discipline. You will be tasked to develop and govern the way we work with processes and be expected to foster a community of engaged process owners and practitioners.

You will be part of the Technology Office, a newly established cross-functional department within Technology. You will initially be part of a team of two process managers and a student. You will be expected to focus on the broad line of things where the other process manager has a dedicated focus on NIS2.

Key responsibilities:

• Process Design and Implementation: Develop and implement ITIL-based processes such as Incident Management, Problem Management, Change Management, and Service Level Management, ensuring they meet business requirements and IT service delivery standards.
• Continuous Improvement: Consistently undertake comprehensive evaluations of process performance, pinpointing opportunities for advancement and enacting upgrades that bolster efficiency, effectiveness, and client contentment.
• Compliance and Governance: In collaboration with Group Security and Compliance you need to ensure that ITSM processes comply with organizational policies, industry standards, and regulatory requirements. You need to assist in audits and assessments to monitor compliance and governance.
• Training and Awareness: Facilitate training sessions and workshops to promote ITIL best practices in the Technology Division as well as in the broader organization. Develop training materials and documentation to support process understanding and adoption.
• Stakeholder Management: Engage with key stakeholders across the organization to gather requirements, communicate process changes, and ensure alignment with business targets.

As your role is global, you should expect to travel 1-2 times per month (pre-dominantly in the Nordics).

Skills and Qualifications:

• Proven experience in building, documenting and implementing processes.
• Experience in IT Service Management with a comprehensive understanding of ITIL processes and best practices.
• Experience with ITSM tools (e.g., ServiceNow, BMC Remedy) and process automation
• Effective communication and interpersonal skills, with the ability to interact with various levels of the organization.
• Telecom industry exposure is beneficial but not a requirement.

We see two potential candidates: a senior profile who has proven experience in a similar role or a more junior profile who has hands-on experience with developing and implementing processes but feels ready to take your role to the next level by adding a more holistic and strategic element to the role as process manager.