Team Lead – Incident & Problem Management, Solna

• Application Deadline: May 8 2026
• Solna
• Hybrid

Job Description

Are you driven by creating stability while continuously improving how incidents and problems are managed In this role you lead and coordinate Incident and Problem Management at PostNord IT ensuring efficient resolution thorough root cause analysis and long-term service improvement.

Key Responsibilities

Operational Team Leadership

• Lead and coordinate the day-to-day work of Incident Managers and Problem Managers setting operational priorities and ensuring balanced workload distribution.
• Provide coaching guidance and quality assurance to continuously strengthen ways of working and competence within the domain.
• Ensure clear handovers follow up on operational commitments and proactively remove impediments through collaboration with relevant stakeholders.

Incident Management Leadership

• Own and govern the execution and adherence to the Incident Management process including Major Incident handling ensuring rapid service restoration and strong coordination.
• Act as the escalation point for critical incidents leading incident response calls and ensuring engagement of the correct PostNord teams and suppliers.
• Ensure timely communication stakeholder updates and proper documentation throughout the entire incident lifecycle including post-incident reviews and follow-up on agreed actions.

Problem Management Governance (Preventing Recurrence)

• Own and govern the Problem Management process to ensure structured root cause analysis and sustainable corrective actions.
• Ensure problems are identified based on incident trends risks and business impact; drive prioritization of the problem backlog together with key stakeholders.
• Ensure suppliers and internal teams perform root cause analyses define preventive actions and track implementation until closure with verified effect.

Operational Governance Collaboration and Reporting

• Represent the Incident and Problem Management domain in relevant operational boards and forums across the service area.
• Ensure effective collaboration between PostNord teams and suppliers with clear ownership boundaries and decision points between Incident and Problem work.
• Analyse incident and problem data define improvement initiatives and provide regular reporting on KPIs trends risks and progress of corrective actions.