Position Title:  Service Manager

Be a part of the change!

We’ve chosen to do something incredible. We’re totally transforming our business and building our future with one clear purpose – to deliver a smoke-free future. Swedish Match is an affiliate of PMI and has been a leader in the industry for more than 200 years.

In the Nordic region, we are 1,800 employees based in Sweden, Denmark, Finland and Norway working in various functions and teams and together we are collaborating to deliver a smoke-free Nordics.

In this role you’ll join our Regional (Europe) Service Management team and collaborate with colleagues and partners across countries and time zones to keep business-critical services stable, secure, and continuously improving.

About the role

As IT Service Manager, you’ll lead delivery and operations for IT services of various criticalities. You’ll ensure services meet agreed service levels, follow IT service management practices, and continuously improve performance and user experience. You’ll also contribute to budgeting, vendor oversight, and compliance with IT policies and regulations.

What you’ll do

• Own the service lifecycle: Manage services from requirements through deployment and ongoing operations, ensuring performance, availability, and security/compliance.
• Monitor performance and report on outcomes: Track service/application health, handle issue resolution, ensure SLA/target alignment, and produce regular performance updates for collaborators.
• Run ITSM processes: Execute ITIL-aligned incident, problem, and change management, and support smooth transition of new solutions into operations.
• Manage the budget: Own the budget for service/application maintenance and related roadmap investments.
• Ensure service continuity: Define, maintain, and test continuity and disaster recovery plans.
• Drive security and compliance: Ensure roadmaps and operations meet security standards (including patching) and comply with policies and regulations.
• Build durable documentation: Maintain clear service documentation and ensure knowledge is captured and reusable.
• Continuously improve: Use performance data to reduce incidents, strengthen problem management, and improve user satisfaction.
• Own stakeholder experience: Measure customer satisfaction and address concerns quickly and transparently.
• Collaborate across teams: Partner with product and traditional IT teams to resolve critical issues and manage dependencies and new requirements.
• Manage vendors and partners: Oversee operational service providers, manage escalations, and coordinate contract adjustments with vendor management.   

What you bring

• Strong IT background (or relevant education) with 5+ years of experience in an IT function.
• 3+ years of experience in service management, primarily in operational services.
• Solid understanding of IT service management frameworks, principles, and practices.
• Customer-first mindset and a track record of improving service quality and user satisfaction.
• Familiarity with ITIL, Agile, and IT Risk & Controls.
• Strong organization and communication skills to manage delivery across multiple collaborators and vendors.
• Ability to manage multiple priorities/projects and work through dependencies in complex environments.
• Analytical problem-solver with a continuous-improvement mindset.
• End-to-end ownership mentality: you take accountability for outcomes, not just tasks.

Please note that relocation support is not available for this role. 

What we offer

Our success depends on our dedicated employees who come to work here every single day with a sense of purpose and an appetite for progress. Join Swedish Match and you too can:

• Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.

• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.

• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.

• Enjoy flexibility of hybrid way of working - split your time between working from our office or the comfort of your home, where it works best for you in line with business needs.

• Take pride in delivering our promise to society: to deliver a smoke-free future.