IT Service Manager - Telephony

Sista ansökningsdag: 2022-09-01 - Göteborg

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Do you want to make a real difference and make decisions that improve people's everyday lives? As a Service Manager at NCC, we can offer you just that! You’ll get the opportunity to work in an environment influenced by sustainability, digitalization, and innovation! 

We are building for the future – are you ready to help us realize our IT roadmap?

The construction industry is currently facing a development leap where the change agent is spelled digitalization. NCC is leading the way by developing our business and future proofing our IT platform. We are currently recruiting IT professionals who thrive on becoming important players in our digital transformation journey, taking construction to new heights through IT. 

You will join the Group function “Finance & IT”, which leads NCC´s strategic development and major change programs in the business. Finance & IT is NCC’s development and delivery function for IT as well as operations development and research & innovation. We are a Nordic organization with 140+ employees working together closely under one common management. Cooperation in- and between units is key for us to deliver value to NCCs business areas, and therefore we have adapted an Agile team-based setup with focus on collaboration, people and efficient delivery and development. 


The role as IT Service Manager for Telephony 

We are now looking for an IT Service Manager in the Telephony & Switchboard/Contact Center.

In this position you will oversee all services, products, and systems in scope of responsibility. Ensuring that business demands and agreed service levels are being met. 


The job can be divided into five parts

  • Life Cycle Management of your service and systems in scope

Ensure all documentation is in place and up to date.

Contribute to budgeting, forecasts and financial follow up

Lifecycle management for owned assets and Cis

Continuous improvement


  • Service Delivery and Operations

Ensure that all processes required to deliver the service are efficiently managed and support procedures are followed.

Manage the deployment of updates, releases, patches to test and production environment through efficient change control.

Manage the support teams to ensure efficient everyday operations.


  • Service Development

Work closely with the business stakeholders to capture requirements for optimal telephony solutions. Participate in development projects.

Plan and oversee transition activities – from development to production 


  • Service Consumer Relationships

Build strong customer relationships

Continuously interact with key stakeholders

Lead Operational Service Forums


  • Management of Service Providers

        Define and manage requirements for external suppliers including follow up on supplier performance through regular monitoring the fulfilment of service levels & license- and support agreements.


Your profile

We believe that you have an Academic level of education. Possibly a degree in IT, or other for the position relevant education. You have good knowledge of work processes in large companies. You have several years of experience from the Service Management area and have good Stakeholder Management skills. You are fluent in English and one of the Nordic languages, both verbally and written. Experience in ITIL and Agile processes are also an asset. 

You will be very important for us in our strategic journey, and we think that you have:

  • Experience in working with Telephony Services
  • Experience in Contact Center Solutions and MS Teams
  • Good knowledge in ServiceNow tool
  • Able to take main responsibility, lead and drive assignments within relevant area
  • Agile mindset and ITIL basic knowledge
  • Experience from Service Management Processes
  • Experience in IT Asset Management / Configuration Management is a plus 

To be successful in this position you

  • Have good overall technical understanding
  • Self-leadership and also a team player
  • Driven at Supplier Management / Stakeholder Management
  • Good Communication and Relationship building skills 


Additional information

This position can be in any of our major cities in Sweden. The position may require travelling, although we do apply a flexible way of working and strive to collaborate digitally as much as possible. In accordance with NCCs safety culture we conduct background checks on final candidates. You will be reporting to the IT Competence Manager whilst working cross-functions in an Agile team driven by the Service Owner of the area.


How to apply

Please register your application and CV in English below. Selection is ongoing, so please apply as soon as possible but no later than September 1st, 2022. For further information on this position, please contact Anders Blankholm, IT Competence Manager, +4560915391. 

Welcome with you application!


About NCC

NCC is one of the leading construction companies in the Nordics. Based on its expertise in managing complex construction processes, NCC contributes to the positive impact of construction for its customers and society. Operations include operations property development, building and infrastructure project contracting, and asphalt and stone materials production. In 2021, NCC had sales of about SEK 53 bn and 13,000 employees. NCC’s shares are listed on Nasdaq, Stockholm. Read more about us and our solutions Here.

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