Job Description

Manager Product Service- Tietoevry Industry (m/f/d)

Are you looking for a career with a company that both challenges and cares?

Welcome to Tietoevry Education!

We are currently modernizing the educational sector in Sweden and Finland with modular, open, and interoperable software. We develop and deliver high quality software solutions and services that enable professionals in the Edtech arena to do their work even better and with higher efficiency - We simplify everyday life for schools.

This role will be focusing on leading our Nordic Support team that consist of team members mainly in Skellefteå Sweden but also in a few sites in Finland

We are seeking a dedicated and experienced Support Team Manager to lead the team through a transformative journey. The ideal candidate will have a strong background in managing support operations, handling customer escalations, and performing first-line manager tasks. This role focuses on ensuring efficient and effective support services while integrating AI-driven improvements to enhance customer experience and team performance.

Key Responsibilities:

• Customer Escalations: Manage and resolve customer escalations promptly and effectively, ensuring high levels of customer satisfaction.
• Team Leadership: Lead and mentor the support team, providing guidance, training, and performance evaluations to ensure team members are equipped to deliver excellent customer service now and into the future with an increasing customer base.
• Operational Management: Oversee day-to-day support operations, including monitoring support tickets, ensuring timely responses, and maintaining service level agreements (SLAs).
• AI-Driven Process Improvement: Identify areas for process improvement within the support team and implement AI-driven changes to enhance efficiency and effectiveness.
• Reporting and Analysis: Generate regular reports on support team performance, customer satisfaction, and key metrics to inform decision-making and strategy.
• Collaboration: Member of the Product Services Leadership team as well as working closely with other departments, such as Product Management and Development, to ensure customer feedback is communicated and addressed.
• Transformation Initiatives: Lead the support team in adopting AI tools and technologies to streamline operations, improve customer interactions, and drive continuous improvement.

Qualifications:

• Proven experience in managing a customer support team.
• Strong problem-solving skills and the ability to handle customer escalations effectively.
• Excellent leadership and communication skills.
• Ability to analyze data and generate actionable insights.
• Familiarity with support ticketing systems and customer service best practices.
• Experience with AI tools and technologies is mandatory for this role.

Join us in leading our support team through a transformative journey, leveraging AI to deliver exceptional customer service and drive continuous improvement. Apply now to be part of a dynamic and forward-thinking organization.

What we offer & Onboarding:

The plan is that you join while our current Support Manager is still around before he leaves for a well deserved retirement during spring time. This will give us an opportunity to make the onboarding a smooth journey.

We offer you an opportunity to make a difference! Our Education solutions and services have a direct impact on people in the society, every day with +600000 users. Tietoevry is the largest Nordic IT services company providing full lifecycle services for both private and public sectors.

In addition, we offer you good benefits and inspiring colleagues. We believe in openness, independent thinking, and in giving our people the freedom to be their exceptional selves. With us you will be working with highly skilled professionals in an international and multidimensional environment.

This position is preferably placed in Skellefteå but we are open to other locations depending on candidate.

Is this you? Apply now!

Your application documents should include your CV, a personal letter and/or preferably a link to your LinkedIn profile. The recruitment process continues continuously.

If you have any further questions, please contact the recruitment responsible Rojin Amini via rojin.amini@tietoevry.com or recruiting manager Mats Söderlund mats.soderlund@tietoevry.com.

Additional Information

At Tietoevry, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.

Diversity, equity and inclusion (tietoevry.com)