IT Service Manager

Were looking for an IT Service Manager to join us at Telia.

Im Albertas Urcinskas Head of Service Management and Im searching for someone ready to grow with us. Were a supportive forward-thinking team focused on enabling IT to deliver stable and good quality end-to-end services towards the organization and our customers. We are team of 9 within Sweden IT. Our organization comprises 280 employees 1000 consultants and manages 165 applications.

What youll do:

As B2C end-to-end IT Service Manager you will take responsibility for B2C IT Service quality availability and production stability delivered by Sweden IT 3rd party suppliers and Group IT functions. You will be joining group of 4 other Service Managers 2 incident managers and will have support from Process Managers for Incident Problem and Change. You will work closely with number of stakeholders across and organizations levels in Sweden IT Sweden Customer Operations Product Areas and Group functions.

• Define manage and monitor B2C Service OLAs KPIs and performance together with business stakeholders

• Analyze data from ticketing and reporting tools assess stakeholder feedback and prioritize issues across end-to-end service chains

• Provide inputs and insights into regular reports by highlighting key issues risks and improvement opportunities to drive service quality across the organization

• Partner with application owners segment leads and other teams to address key challenges impacting service quality customer experience and efficiency

• Identify gaps in processes ways of working collaboration and communication that affect service delivery

• Plan and coordinate operational readiness for complex changes ensuring stable production effective hyper care and smooth handover to operations

• Participate in or lead major incident coordination and stakeholder communication as needed

What will help you thrive in this role:

We are looking for a curious proactive and accountable team player with a growth mindset who can work independently in ambiguous situations.

• 5 years of experience in IT Service Management

• Strong knowledge of ITIL and ServiceNow (telecom experience is a plus)

• Strong analytical and communication skills with a solution-oriented mindset

• Strong Stakeholder Management Change Management skills (Technical change and People change) are needed to be successful in this role

• Fluency in English

Join us to shape smarter living for people businesses and the planet

At Telia were a team of 15 000 colleagues across the Nordics and Baltics passionate about technology and connectivity. As a Leading Telecommunications Operator & Climate Leader we drive change with large-scale impactful projects while building a sustainable inclusive world.

Here you can grow your skills lead meaningful projects and thrive in a supportive diverse environment. Whether youre taking your first step or your next Telia is a place to grow belong and make a real impact.

What we offer

When you join usyoullreceive a comprehensive benefits package tailored to your local market opportunities for remote work and have the chance to earn a bonus based on your performance and Telias results.

For Lithuanian applicants only: monthly salary range for this positionEUR(gross) annual performance bonuses. Although it may vary depending on your skills and experience.

Ready to make better happen

We look forward to receiving your application by April 25th 2026. Please note that we might close the position earlier if we find the right candidate so dont wait too long to apply!

If youre selected for the next stage youll be contacted by our Talent Acquisition Partner. Background and reference checks will be part of the process.

Want to know more about this role Please reach out to Albertas Urcinskas Head of Service Management Sweden IT.

Equal opportunities

At Telia we recognize talent by professional skills and growth potential. We champion diversity ensuring every individuals needs are met regardless of disability gender age nationality sexual orientation or social status. Together were dedicated to fostering an inclusive work environment where your uniqueness is our strength.

Join us and lets make better happen - together!