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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing service desk operations, focusing on performance improvement, user satisfaction, and stakeholder engagement. Proficient in incident management and service request fulfilment, with a commitment to driving operational excellence in a global organizational context.
Highest-signal resume keywords
People LeadershipOperational Delivery ManagementIncident ManagementService Improvement InitiativesStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementService Request FulfilmentKnowledge ManagementService Metrics AnalysisOperational ExcellenceSupport TransformationPerformance Management
Soft Skills
Talent DevelopmentRelationship BuildingUser Satisfaction Focus
Industry Keywords
Service DeskOrganisational DevelopmentContinuous ImprovementGlobal OrganisationsSecurity Clearance
About the role
Key responsibilities & impact- Lead the performance, development and effectiveness of Saab’s Service Desk area, including first-line, second-line and on-site support
- Lead and develop employees and leaders within the area
- Drive organisational development and continuous improvement
- Set direction and priorities aligned with Saab’s business and technology strategies
- Build relationships with business stakeholders, service providers, vendors and partners
- Lead the development and evolution of Saab’s service desk capabilities and services
- Drive service excellence, user satisfaction and continuous improvement
- Enable efficient, scalable and user-centric support through modern tools, processes and ways of working
- Act as a bridge between the Service Desk, business stakeholders and service providers
- Travel occasionally to meet teams and business stakeholders
Requirements
What you’ll need- Academic degree in a relevant field, or equivalent experience
- Strong people leadership and talent development skills
- Proven experience managing operational delivery and service performance
- Strong understanding of incident management, service request fulfilment, escalation and knowledge management
- Experience using service metrics and user feedback to improve support quality, responsiveness and efficiency
- Experience driving service improvement, operational excellence, or support transformation initiatives
- Experience from large, complex and global organisations
- Strong stakeholder, vendor and financial management skills
- Fluency in both Swedish and English, both written and spoken
- Must pass security vetting based on current security-protection regulations; additional citizenship obligations may apply for positions requiring security clearance