Service Owner Global Service Desk

Service Owner Global Service Desk

Shape the future of IT support through experience data and intelligent automation

What if IT support felt effortless Not just reactive but intelligent. Not just measured by SLAs but shaped by real user experience data and continuous improvement.

At ASSA ABLOY youll help redefine how IT support is delivered globallyevolving a traditional service desk into a proactive experience-led and AI-enabled service built on strong operational foundations.

This is your opportunity to own a critical global IT service and improve how thousands of employees experience support every day.

Why this role matters

The Global Service Desk is the primary entry point to IT across the organisation and plays a key role in the daily experience of employees worldwide.

You will evolve it from a reactive support function into a proactive intelligent data-driven and experience-led service balancing operational stability (ITSM SLAs governance) with XLAs automation and user experience. This transformation will directly improve productivity service quality and global IT effectiveness.

The role

As Service Owner you take full end-to-end ownership of the Global Service Desk ensuring reliable day-to-day operations while driving its evolution into a more automated intelligent and user-centric service.

You will work closely with global stakeholders vendors and a small service team ensuring performance alignment and continuous improvement. A key focus is introducing and scaling automation self-service and AI-enabled support capabilities to enhance efficiency and user experience at global scale.

What youll work on

• Own and evolve the Global Service Desk including vision roadmap governance and performance
• Drive experience-led and data-driven service delivery combining XLAs with KPIs and SLAs
• Develop and scale automation self-service and AI-powered support capabilities
• Use data insights and service metrics to continuously improve quality efficiency and user satisfaction
• Collaborate with global stakeholders and vendors to ensure seamless end-to-end service delivery
• Support financial planning cost optimisation and ITSM-aligned governance

What will help you succeed

• Experience as Service Owner Service Manager or similar role in a global IT environment
• Strong understanding of ITSM frameworks (e.g. ITIL) and service governance
• Experience introducing or operating automation self-service and AI- or chatbot-enabled capabilities within an IT support environment
• Hands-on experience with ServiceNow and Microsoft 365
• Strong analytical mindset with a data-driven approach to service improvement
• Fluency in English and Swedish

Why ASSA ABLOY

Youll shape a global IT service used every day in a culture built on trust ownership and continuous improvement.

• Meaningful mission Improve how thousands of employees experience IT and work more efficiently
• Innovation and scale Drive AI automation and modern service models in a global organisation
• Autonomy and trust Take full ownership of a critical global service with real impact across regions
• Growth and development Work across technologies stakeholders and international teams
• Worklife balance Hybrid model and a culture that supports sustainable performance

Ready to transform global IT support

If you want to improve user experience drive meaningful change and own a global IT service end-to-end this is your opportunity.

Apply today and help shape the future of IT support at ASSA ABLOY.

We review applications continuously so dont wait.

Were committed to building diverse inclusive teams and encourage applications from all who see themselves thriving here. To make sure your personal data stays protected we do not review applications sent via email or post. If you have questions about the role or process contact Léa Rein Senior Talent Acquisition Business Partner at

Lets create a safer and more open world together.

We are the ASSA ABLOY Group
Our people have made us the global leader in access return we open doors for them wherever they go. With nearly 63000 colleagues in more than 70 different countries we help billions of people experience a more open world. Our innovations make all sorts of spaces physical and virtual safer more secure and easier to access.

As an employer we value results not titles or backgrounds. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback training and development opportunities. Our colleagues think broadly about where they can make the most impact and we encourage them to grow their role locally regionally or even internationally.

As we welcome new people on board its important to us to have diverse inclusive teams and we value different perspectives and experiences.