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Service Manager, ICT Infrastructure
OrionService Manager overseeing ICT Infrastructure services for Orion Pharma. Driving service governance, vendor management, and performance analysis across multiple suppliers in a hybrid working model.
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Manage and develop a defined set of ICT infrastructure services
- Lead cross-provider service integration governance in the infrastructure area to ensure seamless delivery, clear responsibilities, and effective collaboration across suppliers and internal teams
- Manage service providers, contracts, and costs
- Lead contract negotiations in collaboration with Indirect Sourcing and Legal
- Manage supplier relationships for the infrastructure area, including performance management, service reviews, and continuous improvement initiatives
- Data driven service management: monitor and analyze service performance (SLAs, incidents, problems, changes, availability, customer feedback) and identify actions required to maintain or improve service levels
- Ensure service compliance with security, risk, and regulatory requirements, and support audits by providing evidence and reporting
- Provide transparent communication to stakeholders on service health, risks, and improvement progress
Requirements
What you’ll need- A proactive, collaborative, and ownership-driven way of working
- Solid experience in IT Service Management within a complex enterprise environment
- Proven capability to manage service vendors, contracts, and costs, and to run structured service governance (service reviews, KPIs/SLAs/XLAs, continuous improvement)
- Experience in cross-provider service integration and operating in a multi-supplier environment
- Strong understanding of ITIL practices (incident, problem, change, service level, and supplier management) and how to apply them pragmatically
- Experience leading or contributing to contract negotiations and supplier relationship management
- Ability to analyze service performance data and turn insights into clear actions that maintain or improve service levels
- Fluency in English; Finnish is considered an advantage.
- Technical experience with ICT infrastructure platforms and modern collaboration ecosystems (considered an advantage)
- Understanding of security, risk, and compliance requirements relevant to ICT infrastructure in a regulated environment (considered an advantage)
Benefits
Comp & perks- A culture of friendliness, respect, mutual appreciation, and diversity
- Career paths and development opportunities that support innovation and improve quality of life
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT Service Managementservice governanceSLAsKPIsXLAsITIL practicesincident managementproblem managementchange managementsupplier management
Soft Skills
proactivecollaborativeownership-drivencommunicationanalyticalleadership