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Manager Service Desk – End User Support Squad

52 minutos atrás

Lisboa, Lisboa, Portugal Telenor Tempo inteiro

The Enterprise IT domain in Telenor Shared Services is the driving force behind the successful execution of Enterprise IT deliveries in the Nordics. Specifically, end-user computing, collaboration tools, service desk, and support systems.

As Telenor continues its digital and organizational transformation, we are strengthening our leadership capacity within End User Support. We are therefore seeking a Manager Service Desk, a senior leader who can define the vision for modern IT support, evolve operating models, and build a high performing, engaged support organization fit for the future.

This role goes well beyond day-to-day service desk operations. You will own the strategic development, modernization and continuous improvement of the service desk function, combining people leadership, process excellence, automation and industry best practices.

You will report to the Director of Service Support & Tools and work closely with Enterprise IT leadership, Nordic Business Units and strategic vendors.

Responsibilities:

Strategic & Functional Leadership

  • Own the end-to-end service desk function, including its operating model, governance, and evolution.

  • Define and communicate a clear vision and roadmap for modern IT support, aligned with Telenor's digital workplace strategy.

  • Actively track industry trends, emerging support models, automation, AI, and self-service capabilities, and translate these into tangible improvements.

Service Design, Transformation & Enablement

  • Lead brownfield and/or greenfield initiatives, including service desk setup, redesign, or major transformation activities.

  • Drive support ecosystem modernization, including:

    • Automation and AI adoption

    • Shift-left strategies

    • Knowledge-centered support (KCS)

    • Self-service and digital support channels

  • Lead or contribute to transition and knowledge transfer activities, including vendor onboarding, service migrations, and operational handovers.

Operational Oversight (with a Systematic Lens)

  • Ensure stable, high-quality service delivery across in-house and vendor-managed support operations.

  • Oversee service performance through meaningful KPIs and experience metrics, focusing on trends, systemic issues, and long-term improvement—not just daily results.

  • Provide leadership during major incidents, ensuring structured communication, root cause analysis, and prevention measures.

People Leadership & Engagement

  • Lead and develop service desk leaders and specialists through structured, model-based people leadership, not just situational management.

  • Apply employee engagement and enablement frameworks to:

    • Assess team health and maturity

    • Identify improvement areas

    • Build and execute measurable improvement plans

    • Continuously track progress and outcomes over time

  • Foster a culture of ownership, learning, continuous improvement, and psychological safety.

Vendor & Stakeholder Management

  • Own strategic vendor relationships, including performance management, governance, and continuous improvement.

  • Act as a trusted partner to business stakeholders, understanding evolving needs and align support services accordingly.

  • Collaborate closely across Nordic business units to ensure alignment, standardization where relevant, and knowledge sharing.

Governance, Planning & Reporting

  • Contribute to budgeting, capacity planning, and workforce strategy for the service desk function.

  • Establish and maintain quality assurance, compliance, and security alignment across support operations.

  • Provide clear, insight-driven reporting to senior leadership, focusing on trends, risks, and improvement opportunities.

Who are you?

We believe you bring a senior, system-oriented mindset to IT support leadership.


•  7+ years of experience in IT service management, service desk, or end user support functions


•  3+ years in a leadership or managerial role, with accountability beyond daily operations


•  Demonstrated experience in one or more of the following:

·       Service desk transformation or modernization

·       Brownfield or greenfield support function setup

·       Transitions, migrations, or large-scale knowledge transfer initiatives

·       Automation, AI, or self-service enablement in support environments

Capabilities & Mindset

  • Strong understanding of ITIL and ITSM principles, with the ability to apply them pragmatically.

  • Proven ability to think tactically and strategically, balancing short-term stability with long-term evolution.

  • Systematic in approach, comfortable working with frameworks, models, metrics, and continuous improvement loops.

  • Experience using engagement, maturity, or capability models to assess team health and drive improvement.

  • Strong analytical skills, with the ability to turn data into insight and action.

Tools & Education

  • Hands-on experience with ITSM platforms such as ServiceNow, Zendesk, Remedy, or similar.

  • Bachelor's degree in IT, Business Administration, or a related field.

  • Relevant certifications (e.g., ITIL) are an advantage.

Communication

  • Fluent in English; Scandinavian language skills are a plus.

  • Comfortable engaging with senior stakeholders across cultures and geographies.

Good to know

·       For questions about the position, please contact hiring Fahad Fayyaz Choudhary – Director, Service Support & Tools, /

·       Application deadline:

The position is based in Lisbon, Portugal, and some travel is expected.