Service Excellence Manager

Service Excellence Manager

We're Telia Division X. We combine start-up agility with corporate power to spear-head new markets and technologies. Everything from IoT, Data Insights and Digital Health to digital services for your home, car and family - and you could be part of it.

It won't be an easy ride, but it will be an exciting one - working together with a devoted and talented group of people on ideas that just might change the world.

I am Taneli Pulkkinen, and I am heading the Service Development team within DivX. Our team secures the continued development of our services by focusing on Change and Problem processes, Service management towards our key customers as well as the Service excellence area. I am now looking for a Service Excellence Manager, with the responsibility to drive a target way of working throughout our Service Assurance processes.

Is this your next opportunity?

Are you customer focused, have a high attention to detail, a can-do-attitude, and willing to challenge the status quo? Are you able to balance the need for speed to market with scalable processes? Are you passionate about creating exceptional customer experiences and improving and optimizing our ability to deliver on it? If so, this may be your next opportunity

We are in an expanding phase, scaling our business and building for the future. This is when we set the requirements on our tools and processes, ensuring that we can evolve to be able to handle increasing volumes. At the same time, we have a constant inflow of new services that need to have a minimum level of process and overhead while the service is tested and verified before it is brought into a more automated level of operations.

You will be part of our Service Development team, working closely together with our Service, Change and Problem and Quality Managers as well as all our support units, within Division X as well as shared resources within Telia and external 3rd party providers. Your main responsibility will be to develop and improve our process and ways of working, in the customer support processes as well as for the incident processes, securing that we meet our customer requirements on availability, competence and response/resolution speed. You will also from time to time be expected to participate in ongoing customer escalations and problem cases.

Is this you?

You are ready for a new challenge, someone who enjoys working in a climate where there are a lot of unanswered questions. Division X is fast paced, with lots of entrepreneur driven people who loves creating and finding new business. You enjoy working with people with that mindset and you have a knack for translating their ideas into sustainable ways of working.

You have experience of process development and ownership. You also have a solid knowledge of service management or service assurance from a Telco operator, or similar industry. Your formal education and experience may vary, but you have a solid technical and commercial understanding of what it takes to make an enterprise customer satisfied with the operations of their services. You understand the importance of transparency and communication, and you are a hands-on person who likes to get things done and like to cooperate with others.

I expect you to Dare to question when you think something is not correct, Care about our customers and the experience they have while doing business with us, and to always strive to Simplify by proposing improvements and new ways of working.

Your personal competencies:
  • Attentive to detail
  • A team player
  • Able to balance customer focus with internal process and audit regulations
  • A coordinator and shaper, capable of aligning different needs and translating between business and technology, with the ability to steer towards a good compromise between many different views
  • Not afraid to speak up if you see potential errors, mistakes or improvement opportunities.
Your Experience:
  • Experience of process development including tools and way of working
  • Experience from a service management, customer solutions or service support position in an industry with high demands on availability and reliability, be it within telecom or similar industries targeting the Enterprise market
  • Experience of working with external partners or providers, ensuring they understand and perform to our customer's expectations
  • Relevant university degree or equivalent work experience
  • Excellent English skills.
It's more than just a job!

Regardless of the position you are looking for, we will give you the tools and support you need to grow both as a professional and as a person, with us. We can offer you your next big opportunity in a creative, motivating, and welcoming company where everyone can be themselves, with equal access to opportunities. We respect and value the diversity of people. In addition to an attractive and inclusive work environment, we also enable flexibility and offer a wide variety of employee benefits.


If you fancy joining our team, don't hesitate to apply! If you want to know more about the job you are welcome to contact me at or +358403024134.

We look forward to receiving your application and to make sure that your personal data is kept safely, we kindly ask you to apply through our recruitment system. We are not able to handle resumes via e-mail or equivalent. Selection will take place on an ongoing basis and this position might be filled before the application deadline. Application deadline is 2022-07-22.

Welcome to Telia - Home to your next big opportunity!
Mer info
Område Solna
Yrkesroll Organisation & ledning, Chefsbefattningar
Typ av anställning Heltid
Sista ansökningsdag 22 juli 2022 (25 dagar kvar)

Om arbetsgivaren

Everything we do is reflected in our purpose: To reinvent better connected living. That's how we make a difference for our customers in the big and in the small. That's how we contribute to the lives and livelihoods where we are present. Our skilled people and partners, innovative technologies and powerful networks are there to make daily life smoother and richer for our customers and help societies and business become more efficient and sustainable. Welcome to Telia, the home of your next big opportunity and a place where everyone can be themselves with equal access to opportunities.