Job Level
Senior
About the role
- Oversee all support operations across European regions and manage two geographically distributed teams supporting multiple software products.
- Build and implement ITIL framework standards and drive adoption of new tools, processes, and best practices.
- Drive strategic integration of AI to enhance support functions and lead process improvement initiatives.
- Manage incident management, service request fulfillment, and problem management; act as primary escalation point for complex issues.
- Conduct regular calls with key customers to review outstanding tickets and provide performance reports; represent Customer Success in new sales deals to ensure SLA agreements.
- Develop and maintain SLAs and KPIs; monitor team performance and implement corrective actions.
- Collaborate with Product Management, Engineering, and Professional Services to address customer feedback and improve software solutions.
- Manage resource planning, daily resourcing, absences, and develop knowledge management systems across teams.
- Support software solutions for the Forestry industry across Europe and travel to other European locations as needed.
Requirements
- Excellent verbal and written communication skills in English and Finnish are required.
- Knowledge of Swedish and other European languages is a strong advantage.
- 3+ years of experience within support teams, coupled with experience in management or project management.
- Strong understanding of ITIL framework within in a support organization.
- Proven track record of improving support processes, customer satisfaction, and team performance.
- Experience with ticket management systems such as Salesforce, Jira, or similar platforms.
- Familiarity with knowledge management systems and practices.
- Strong understanding of software support functions and technical troubleshooting processes.
- Experience developing and monitoring KPIs and SLAs for support operations.
- Ability to build and maintain effective relationships with internal and external stakeholders.
- Bachelor's degree in Business Administration, Computer Science, or related field is desirable, but not mandatory.
- Only applicants who are legally entitled to work in the EU will be considered.