Service Request Manager at the Swedish Prison and Probation Service

The Swedish Prison and Probation Service is growing – we are building new facilities, renovating, and expanding, and we are now looking for more employees. Our most important goal is to reduce recidivism – to break the vicious cycle. If we succeed, society will be safer and more secure for everyone. We are the authority responsible for prisons, probation, detention centers, and client transport.

Do you want to contribute to a safer society? Our IT department is undertaking a major initiative focused on a digital correctional service. Together, we work to create conditions and solutions that make a difference in our operations. The IT department is experiencing strong growth. With us, you will have good opportunities to grow and develop your skills based on your conditions and areas of interest. We are looking for someone with a strong interest in IT, knowledge that can enrich our digitalization journey, and who wants to make a difference in society within your profession.

RESPONSIBILITIES

As a Service Request Manager, you will be responsible for leading and developing the Service Request process, focusing on efficient and user-friendly handling of IT-related requests. The role involves continuous monitoring and measurement of the process's effectiveness, as well as active improvement work through analysis, evaluation, and implementation of changes. You will participate in the development of the IT department's service catalog and ensure that ordering flows and services are clear, current, and tailored to the needs of the operations.

The Swedish Prison and Probation Service primarily works with the ITIL framework and the governance and coordination model PM3.

In collaboration with other process leaders and delivery managers, you will ensure that the processes support the organization's goals and participate in the development of internal SLAs while collaborating on external SLAs. You will also be involved in projects, including the establishment and further development of the process in the correctional service's ITSM system. An important part of the role is to capture needs and feedback from the operations and ensure that improvement suggestions are handled and implemented in practice. Together with colleagues, you will continuously train and introduce employees to the processes and contribute to creating a qualitative and modern service delivery.

The role also includes environmental monitoring to stay updated on trends and developments in service request management and thereby proactively further develop the process.

QUALIFICATIONS

We are looking for someone who is self-driven, has strong collaboration skills, and the ability to communicate effectively and smoothly. You are attentive and take the initiative to drive your activities and achieve desired results. As a leader, you motivate your employees and create the best conditions for achieving common goals. You are skilled at organizing and planning your work in a structured manner.

For us, it is important that you share the Swedish Prison and Probation Service's fundamental values of a humane view of people, respect for the individual, and belief in the human will and ability to develop. You are also aware of and understand how background, culture, and group affiliation affect yourself and others. Furthermore, you are expected to contribute to ensuring that everyone is treated equally through your approach. We place great emphasis on personal suitability.

We are looking for someone who has:

• Several years of experience in leading within IT in roles such as process leader, project manager, or management leader
• Experience in analyzing business needs and translating them into requirements and solutions
• Very good knowledge of ITIL
• Very good knowledge of support processes
• Good knowledge of process development
• Very good skills in spoken and written Swedish and English

It is an advantage if you have:

• ITIL 4 Foundation Certification
• Training in PM3 and/or PPS
• Experience in change management

OTHER

The Swedish Prison and Probation Service has chosen to remove the personal letter and replaced it with selection questions relevant to the position. The answers to the selection questions and CV will form the basis for whether you are qualified to proceed in the process.

To be considered for employment within the Swedish Prison and Probation Service, you must meet high standards regarding suitability, judgment, security, and confidentiality awareness, and comply with applicable laws. This means that you uphold democratic values and the state values that apply to the operations of the Swedish Prison and Probation Service.

Some positions are placed in a security class, and a security review with a background check will be conducted before a hiring decision is made. For certain security-classified positions, Swedish citizenship is required. The Swedish Prison and Probation Service welcomes applicants with diverse backgrounds and experiences. Read more about the security review at: https://www.kriminalvarden.se/jobba-hos-oss/rekryteringsprocessen/sakerhetsprovning-vid-rekrytering/ (https://www.kriminalvarden.se/jobba-hos-oss/rekryteringsprocessen/sakerhetsprovning-vid-rekrytering/)

The position may involve military placement at the Swedish Prison and Probation Service. Read more about military placement at: https://www.kriminalvarden.se/jobba-hos-oss/rekryteringsprocessen/krigsplacering/ (https://www.kriminalvarden.se/jobba-hos-oss/rekryteringsprocessen/krigsplacering/)

Individual salary setting applies.

Probationary employment may be applied.

The Swedish Prison and Probation Service strives for a balanced gender distribution and increased diversity.

To submit your application, click on the application link in the ad. Questions about how to apply and submit your CV should be directed to Visma Recruit. Questions about specific jobs will be answered by the contact person specified in the ad.

We kindly but firmly request no direct contact with staffing and recruitment companies or sellers of recruitment ads. The Swedish Prison and Probation Service has contracted agreements.