Wärtsilä is an innovative technology company known for being a forerunner in the Marine and Energy markets. Every day, we – Wärtsilians - put our hearts and minds into turning Wärtsilä's purpose of enabling sustainable societies through innovation in technology and services into reality. Wärtsilä Information Management (IM) is a global organization of more than 350 IT professionals who work together to deliver best-in-class IT services in Wärtsilä. IM is responsible for operating and developing the ICT landscape, and in addition is a strategic partner to our businesses, driving innovation to accelerate growth of digital solutions.
We want to transition the world towards a decarbonised and sustainable future. By pushing the boundaries of engineering and technology, we can make it work. Together, we can create new business opportunities and more sustainable future that we can all be proud of. Want to join the ride?
We are always on the lookout for a talent with a growth mindset – are you the one?
We are looking for a Service Manager, End user support Services, with the main responsibility of leading our Global IM Service Desk (GSD). Our ServiceDesk is fully outsourced and currently embracing a transformative journey driven by cutting-edge automation, AI, and superior customer experiences. This forward-thinking approach is designed to deliver exceptional customer service and elevate satisfaction to new heights, ensuring seamless support every step of the way.
Position information:
The preferred location for this permanent position is Finland (Vaasa, Helsinki, Turku) or India (Mumbai). We offer the possibility of hybrid remote work.
Your role and responsibilities:
As a Service Manager, End user support services you will ensure that Service Desk services are delivered effectively and efficiently, meeting the needs and expectations of users and stakeholders. You will work closely with various IT teams, and business stakeholders, manage service performance, and ensure continuous improvement in service delivery. You will also become part of the ITSM development forum representing the incident management capability area.
You’ll be working as a part of a dynamic and collaborative Service Integration and Management team with diverse expertise in Information Management.
Requirements for the position:
M.Sc. or B.Sc in Information Technology, Computer Science, Business Administration, or a related field Proven experience (+8 years) in managing a Global IT Service Desk or End-user support services in a large and complex multivendor environment Strong ServiceNow skills, e.g. understanding the incident management capability, data model on a high level etc Proven knowledge of IT Service Management and related/supportive frameworks (e.g. ITIL, Agile) Strong understanding of Service Desk automation and AI use cases
Qualifications/to be able to succeed in the position we expect you to have:
Why you and us?
You are valued – as your true self. At Wärtsilä YOU matter. We value diversity and are committed to supporting an inclusive work community.
Your growth is supported. We believe in continuous learning & teamwork. Wärtsilian community has your back when it comes to development opportunities – so you can develop beyond your potential.
You get to make a difference. Innovation and sustainability are important to us. Every day, we - Wärtsilians - put our hearts and minds into enabling sustainable societies through innovation in technology and services into reality.
Contact & next steps:
Please submit your application before the application deadline 7th of March 2025 through our Careers portal. Applications through email will not be considered. After submitting your application, you will receive a confirmation email.
In case of any questions regarding the position, reach out to:
Marjo Kautiainen
GM, Service Integration and Management
Email. marjo.kautiainen@wartsila.com
Phone +358 40 82 62 564 (note, winter vacation on week 9)
Last application date: 07/03/2025
At Wärtsilä we value, respect and embrace all our differences, and are committed to diversity, inclusion and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities.
All new Wärtsilä employees in Finland will attend occupational health checks, including drug tests/screenings where applicable. When a person is located outside of Finland, the country's legislation is followed.
This is Wärtsilä
Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 17,800 professionals, in more than 280 locations in 79 countries, shape the decarbonisation transformation of our industries across the globe. Discover Wärtsilä IM’s engaging and dynamic culture on YouTube.