We’re Division X - here to spearhead the creation of a New Generation Telco by combining corporate power with a start-up attitude. And you could be part of it. It won’t be an easy ride but it will be an exciting one. Working together with a committed and talented group of people on ideas that just might change the world.

I am Johanna Wingård and I head up the Service Operations unit within DivX including the end-to-end Service Assurance responsibility and the responsibility for Service management. I am now looking for a Finnish speaking Senior Service Manger to join the existing team of service managers, to jointly secure that what we deliver fulfills our customers’ expectations. 

Your next challenge?

As a Senior Service Manager, you focus on our most important customers and make sure that the provided services fulfill contracted requirements and in doing so, strive for a customer experience that exceeds the customers’ expectations by pro-actively analyzing and driving service improvements. You are responsible for maintaining and continuously improving long-term customer relationship. You work in close cooperation with other internal DivX and Telia Company functions. It is important that you, together with the customer and our Sales function, develop a good understanding of the customers’ existing and future business needs.

The Senior Service Manager is an important interface for the customer towards Telia and you act as the customers spokesperson within Telia Company. If needed, in order to solve customer related problems, to ensure customer satisfaction, you also coordinate internal resources. You work closely together with customers and internal support functions to solve problems and find improvements of processes and solutions aiming for a “Trusted Advisor relation” with the customer. Apart from the direct customer dialogues, you also support local Telia organizations Service Managers in the Nordic & Baltics with technical competence and business knowledge in the Div X business areas such as IoT and Digital Health.

Your location can be either in our head office in Helsinki or in any other Telia office in Finland.

Who are you?

You are ready for a new challenge, someone who enjoys working in a climate where there are a lot of unanswered questions. Division X is fast paced, with lots of entrepreneur driven people who loves creating and finding new business. You enjoy working with people with that mindset and you have a knack for translating their ideas into sustainable ways of working.

You have a solid knowledge of service management or service assurance from a Telco operator, or similar industry. Your formal education and experience may vary, but you have a solid technical and commercial understanding of what it takes to make an enterprise customer satisfied with the operations of their services. You understand the importance of transparency and communication, and you are a hands-on person who likes to get things done and like to cooperate with others.

You are a team-player with a good technical understanding of mobile technology combined with IT. You are a good communicator and you see positive challenges in complex customer related problems and you are energized by rapidly driving them to solutions. Although a team player, you are self-motivated and have the ability to drive things independently and to take lead in activities when you see a need for it to improve customer experience. You are attentive to details and not afraid to speak up if you see potential errors, mistakes or improvement opportunities.

You see clear and efficient processes along with information as just as important for the customer experience as the product/service. As a person you are social and positive, you take initiatives and follow things through.

You have

• Experience from Service Management, Customer Solutions or Service Support in an industry with high demands on availability and reliability, be it with telecom or similar industries targeting the enterprise market
• Relevant University degree, probably in the technical domain, followed by minimum 5 years of experience working in qualified mobile/IT technology environments.
• General knowledge of the mobile network technology area and proven successful experience from qualified roles with direct customer interaction.
• Knowledge of, and preferably experience from working with Service Level Management, Escalation management and Business relationship management.
• Experience of leadership from a non-leader role; e.g. Project management, (formal or informal) team coordinator, problem management coordinator or similar
• Fluent Finnish and English language skills
• Meriting to have basic knowledge of networking and communications, basic Linux and SQL understanding

What do we offer?

• Exciting business challenges in an interesting and expanding business area where we actively take part in the digitalization journey
• A dynamic daily work environment in an emerging business focused unit. 
• Excellent opportunities for personal development in a growing organization with highly competent colleagues.

Interested?

If you think you are the perfect candidate and want a challenge, apply for the job! If you want to know more before you make up your mind contact me on Johanna.z.wingard@teliacompany,com or +46-705-866202

We'll proceed to interviews with potential candidates already during the application time so do not hesitate to apply if you are interested. Last application date is October 28, 2019.

Welcome to Telia – Home to Your Next Big Opportunity!

We are Telia, the New Generation Telco. Everything we do is about connecting the world. Our purpose is to bring the world closer. We provide people with innovative, easy-to-access and effective ways to keep in touch and communicate with each other anywhere in the world. Networks remain in the core of our business, but as we are also the pioneers in the digital world, we provide services such as Communication Services, Data Center, Digital Identity, ICT, and Security. Be inspired by our New Generation Telco journey and create the digital future with us!