IT Service Manager

We’re looking for an IT Service Manager to join us at Telia. I’m Albertas Urcinskas , Head of Service Management , and I’m searching for someone ready to grow with us. We’re 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, 1,000 consultants and manages 165+ applications. What you’ll 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 organization’s 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, we’re 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 you’re 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 us, you'll receive a comprehensive benefits package tailored to your local market, opportunities for remote work, and more. You'll also have the chance to earn a bonus based on your performance and Telia's results. For Lithuanian applicants only: monthly salary range for this position - 4300-6500 EUR (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 don’t wait too long to apply! If you’re selected for the next stage, you’ll 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 individual’s needs are met, regardless of disability, gender, age, nationality, sexual orientation, or social status. Together, we’re dedicated to fostering an inclusive work environment where your uniqueness is our strength. Join us and let’s make better happen - together!