Customer Engagement Manager

About TSC

We are a global digital adviser that redefines how cloud services and IoT devices are delivered and supported. We want to empower every person, company and industry to reach their fullest potential. In order to do this we support all cloud services and IoT devices so they work together.

Role summary

The Global Customer Engagement Manager is accountable for successfully run the service desk operation within The Service Corporation. A main task is to continually improve the  Service Desk capability and service management processes to adapt to changing business and customers needs.

Improve process effectiveness, efficiency as well as cost effectiveness.
Accountable for Service Desk capability, Incident Management, request fulfillment and customer satisfaction. The Service Desk Manager report to the CEO and he is a part of the  management team.

Organisational Unit:  Service Desk

Reports to: CEO

Job Requirements:

Work Experience:

Minimum of 3 years experience within ITSM
Proven management and supervisory experience (more than 3 years)

Overall Skills/Competencies:

  • Advanced and broad IT and ITIL skills
  • Recommended ITIL Service Management certificate (minimum ITIL foundation)
  • Good communications skills and the ability to communicate clearly with IT and business stakeholders
  • Strong ability to understand and coordinate requirements from different stakeholders
  • Fluent Business English and Swedish skills written and verbally
  • Extremely Service Minded
  • Familiar with the ITIL framework and Incident and problem management skills
  • Ability to work in a high pace environment with tight timescales


Service Desk Management

  • Accountable for the Service Desk Management process and hold overall responsibility for the Service Desk function
  • Manage the IT Service Desk and continuously work to improve the efficiency and effectiveness of IT support
  • Analyse Service Desk performance through statistical and reporting methods and plan and execute actions for improvement

Team Management

  • Lead the local and regional teams and take responsibility for work done within teams
  • Coordinate processes and activities within the Service Desk
  • Communicate strategies, visions and Service Desk objectives to the teams
  • Set and follow-up goals for the each team/agent
  • Continuously evaluate, review and improve teams’ performance
  • Ensure a good working environment within and between teams
  • Engage and motivate team members

Request fulfillment/knowledge management

  • Accountable for the request fulfillment process
  • Make sure that all service requests are documented and successfully delivered
  • Make sure that the FAQ, Video tutorials and how to´s are documented and  continually updated  
  • Knowledge transfer between teams and regions  
  • All teams/agents needs to update and document every ticket to ensure audit trails

Incident Management

  • Accountable for the Incident Management process
  • Major Incident Manager, responsible to manage major incidents until they are resolved and closed, assist system responsible to produce Major Incident documentation and present to EXCO
  • Manage the Incident Management processes and work with the team to identify common faults and solutions
  • Review performance and suggest actions for improvement when needed

Continual Service Improvement

  • Responsible for  ongoing improvements within the Service Desk
  • Present recommendations to senior management for improvement
  • Help prioritize improvement opportunities
  • Build effective relationships with the customers
  • Identify and suggest/deliver process improvements

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