Vacant job

Experienced IT Service Manager focusing on Print and Telephony

The IT Department at the University of Gothenburg is responsible for the university's shared IT services and supports the organization with secure, efficient, and user-centric solutions.

We are now looking for an experienced IT Service Manager in a fixed-term appointment to contribute to the IT Department within two business-critical service areas: print and telephony.

The position involves broad responsibility for driving development, supplier management, financial monitoring, and administration of print and telephony services used by large parts of the university. In the near future, we are also facing major procurements that require relevant, recent experience in procurement as well as relevant, recent experience within the IT services of print and telephony.

Responsibilities

WHAT YOU WILL DO HERE

As an experienced IT Service Manager, you are responsible for ensuring stable, cost-effective, and user-friendly service deliveries within print and telephony. You work both operationally and strategically, with close contact with suppliers, internal support functions, business representatives, and other parts of the IT Department.

The responsibilities include, among other things:

• monitoring suppliers, contracts, delivery quality, and invoicing
• reviewing monthly invoice documents and ensuring that billing takes place according to agreed terms
• preparing financial summaries, cost bases, and documentation for internal billing
• initiating and participating in procurements, contract extensions, and supplementary agreements in cooperation with the procurement unit
• acting as project manager or sub-project manager when introducing new contracts, changes, or technical solutions
• planning and holding regular check-ins with suppliers and internal stakeholders
• coordinating support flows between the Service Desk, local IT support, third-line support at the supplier, and other internal service functions
• collaborating with other higher education institutions and external actors regarding working methods, solutions, and development in the area.

Within telephony, you are also responsible for routines regarding subscription maintenance, documentation for internal invoicing, and ongoing dialogue with the supplier, switchboard operators, telephony coordinators, the Service Desk, and other stakeholders.

Within print, you are responsible for, among other things, preparing reports, handling internal billing, inventory registers, changes in the machine fleet, implemented payment solutions for different types of prints, support cases related to payments, and collaboration with operations technicians, internal service teams, and approximately 150 printer hosts in the organization.

Qualifications

ABOUT YOU

We place great emphasis on personal qualities and are looking for someone who is structured, responsible, and confident in driving issues forward even when multiple parties are involved to achieve results. You have good collaboration skills and can create trusting relationships with suppliers, colleagues, and business representatives.

You are analytical and quality-conscious, with the ability to see both details and the big picture. You thrive in a role where technology, economics, contracts, support, and business dialogue meet. Since the services have many users, it is important that you have a service-oriented approach and can translate the organization's needs into clear requirements, routines, and improvements in the form of flexible and standardized IT solutions that support digitalization.

You have a good understanding of the connection between technology, business needs, economics, contracts, and user support. You work independently, take responsibility for the whole, and are at the same time sensitive to the organization's needs.

To succeed in the role, you need to have the following qualifications:

• relevant post-secondary or higher education in IT or other education that the employer considers equivalent
• five years of documented experience in system and service management in large and complex organizations
• documented relevant experience during the last five years in procurement and implementation of new organization-wide IT contracts in large and complex organizations
• documented qualified multi-year experience (approx. 3 years) in working with print services/print management solutions based on the Follow-me principle in large and complex organizations within the last five years.
• documented qualified multi-year experience (approx. 3 years) in working with telephony and mobile phone solutions, contact centers, switch solutions, and operator services in large and complex organizations within the last five years.
• experience in leading and coordinating support or service teams in complex service deliveries
• very good ability to express yourself in Swedish, both orally and in writing
• good ability to express yourself in English, both orally and in writing.

It is meritorious if you have experience of:

• ITIL, PM3, or other established models for service or system management
• financial monitoring, internal billing, or cost allocation within IT services
• work in the university or higher education sector, public sector
• payment flows or payment services related to user services within print services

Employment

The employment is a special fixed-term appointment until 2027-07-31, full-time (100%), located at the Section for Digital Workplace, IT Department. Start date 2026-09-01 or as agreed. Your job title will be IT Service Manager.

Contact Information for the Position

If you have questions about the position, you are welcome to contact Zeljko Ergic, Section Manager Digital Workplace, phone 031-786 3768, email: [email protected] (mailto:[email protected]).

Application

You apply for the position via the University of Gothenburg's recruitment portal by clicking the "Apply" button. As an applicant, you are responsible for ensuring that the application is complete in accordance with the advertisement and that it is at the university's disposal no later than the last application day.

Application must be received by: 2026-08-06

The University works actively for a work environment with equal conditions and values the qualities that diversity brings to the organization. The University applies individual salary setting. According to the National Archives' regulations, the University is required to keep application documents for two years after the appointment decision. If you as an applicant specifically request the return of your documents, they will be returned when the two years have passed; otherwise, they will be destroyed. To staffing and recruitment agencies and to you who are sellers: The University of Gothenburg hires a procured advertising agency in connection with the recruitment of staff. We kindly but firmly decline direct contact with staffing and recruitment agencies as well as sellers of job advertisements.