Vacant job

Are you passionate about processes and looking for a role where you can help build, develop, and improve working methods in practice? At Tekniska verken, you will take on a central role with significant responsibility, working to develop ITSM processes that strengthen our delivery capability and user experience! This is a newly established position offering you the opportunity to make a real impact - from daily incident management to long-term improvement work.

Join us in something bigger
We at the Digitalization Division are on an intense and exciting journey of change. We are building new capabilities, developing modern working methods, and shaping a digital organization that meets future demands for security, scalability, and innovation. A central part of this journey is bringing our IT in-house and further developing large parts of it.

This is a journey in motion! Here, you will help set structures, influence technology choices, and build long-term sustainable solutions in an environment with high tempo, great ambition, and strong team spirit. For you, this means a unique opportunity to join at an early stage and let your ideas become a driving force for the entire organization.

Role Description
As a Process Leader, you will hold a key position in our development journey toward a more modern and service-based IT organization, where stable delivery, high availability, and efficient incident management are crucial for our success. To succeed, we work not only based on established ITIL principles but with a pragmatic approach where methods are adapted to business needs. We are currently developing our ITSM processes in close collaboration with agile working methods and a service-rich IT offering, with the goal of enhancing the user experience and delivering quality at every level.

You are responsible for leading and further developing processes within Incident, Problem, and Request management, ensuring they work effectively in practice. In close collaboration with the service desk, technical teams, vendors, and the business, you ensure that workflows are efficient, clear, and create real value. The role combines strategic responsibility with operational work. You set the direction for ITSM processes while also stepping in to lead during critical situations, such as major incidents where you act as Incident Manager, ensuring structure, coordination, and rapid recovery.

Key responsibilities:

• Responsible for and developing ITSM processes within incident, problem, and request management
• Operational work within the processes (e.g., during major incidents, prioritization, coordination)
• Ensuring efficient workflows between the service desk, technical teams, and the business
• Analyzing incident and case data to identify areas for improvement
• Driving root cause analysis and improvement initiatives
• Ensuring clear working methods, roles, and escalation paths

The position is located at Tekniska verken's headquarters in central Linköping.

Your Profile and Background
We are looking for someone who thrives in a role where you both set structure and processes, lead the work, and remain operational in daily tasks. You have an open and curious mind, a pragmatic approach, and can keep a cool head under pressure. To succeed in this role, we see that you are skilled at creating momentum and trust in collaboration with both the IT division and the business. You follow up, create learning over time, and are driven by improving working methods so they work in practice.

In terms of experience, we are looking for you who have:

• Experience in Incident and Problem Management in practice
• Good understanding of ITIL and how the framework is applied in reality
• Habit of working data-driven and driving improvement work
• Understanding of how service desk, operations, and platform collaborate

Furthermore, fluent Swedish and English in both speech and writing are required. As we are a security-classified organization, background checks will be conducted on final candidates. On-call duties may be included in the role.

What We Offer You
Here, you become part of an organization with a clear societal mission, where technological development has a direct and noticeable impact on people's daily lives. Together, we are building a digital environment where stability meets innovation, where structure meets courage, and where technology becomes a real force in the business. We are looking for you who are motivated by taking initiative, driving issues forward, and helping to shape the whole.

Here you will get:

• To be part of a strategic change journey where you step in at an early stage and contribute to shaping our new IT and digitalization capabilities
• A clear mandate to influence working methods, structures, and technology choices in an organization where decisions are made close to the business
• To work in an environment where stability meets innovation, within an important and sustainable societal mission

Does this sound interesting?
In this recruitment, we collaborate with Experis. For questions, you are welcome to contact our recruitment consultants Anki Snis at [email protected] and Jenny Lilja at [email protected].

We are on vacation during weeks 28-32, but we encourage you to show your interest now and submit your application during this time. You can expect feedback from week 33.

We look forward to your application!

Tekniska verken
Tekniska verken is a societal pillar that every day enables a functioning and sustainable life for the residents of the region. By securing everything from energy and water to recycling and digital infrastructure, we create safety, quality of life, and socially important services for hundreds of thousands of residents and businesses in the region - every day. Read more: https://www.tekniskaverken.se/om-oss/ (https://www.tekniskaverken.se/om-oss/)