Service Manager

As a Service Manager at Nortal, you will play a key role in ensuring the successful delivery and continuous improvement of our Application Management (AM) services to our enterprise, public, and healthcare sector clients.

You will lead service delivery across key accounts, manage customer relationships, and contribute to the continuous improvement of our service capabilities.

As a strategic thinker and hands-on leader, you will play a central role in overseeing change management, transition and transformation projects, and pre-sales activities. You will collaborate closely with both customers and internal stakeholders to ensure that our services align with evolving business needs. Your ability to build, coach, and inspire high-performing teams will be essential to ensuring operational excellence and customer satisfaction.

The role offers the opportunity to work in a cross-functional, fast-paced environment where initiative, ownership, and innovation are encouraged.

If you are passionate about service excellence, thrive in a leadership role, and have a strong understanding of IT service management and application lifecycle, we would love to hear from you.

• Service Delivery: Ensure the value, profitability, and high quality of service delivery across your customer engagements. Maintain strong operational relationships and consistently drive high levels of customer satisfaction throughout the service lifecycle.

• Change Management: Lead the review of and prioritization of change requests. Assess their impact in collaboration with system specialists and customers, organize development work, and ensure timely delivery of tasks and releases.

• Transition and Transformation Projects: Own and lead designated projects to successful completion. Develop Nortal’s capabilities and value proposition in cost-effective transition and transformation projects, while proactively managing risks related to delivery and contractual obligations.

• Methodologies, Tools, and KPIs: Establish and implement service management best practices, introduce fit-for-purpose tools, and define KPIs and benchmarks to measure and enhance service performance.

• Pre-Sales Collaboration: Work closely with sales and business leaders to co-create compelling business cases for Nortal’s services. Act as a subject matter expert in client discussions, demonstrating how our solutions ensure business continuity and ongoing value.

• Team Management and Leadership: Build and lead high-performing delivery teams. Inspire, coach, and support individual team members. Ensure capacity planning aligns with customer needs, participate in recruitment, onboarding, and performance management.

• A proven track record in IT Service Delivery, Application Management, Service Management, Transition & Transformation, and Service Portfolio Management, with deep knowledge of methodologies, tools, and best practices.

• Strong expertise in 3–5 of the following areas: Software Development, Project Management, Offering Development, Transformative Outsourcing, Financial Management (including revenue recognition and cost models), Bid Management, Public Procurement, Quality and Risk Management, and P&L responsibility.

• A target-driven mindset with a consistent history of delivering on goals and promises.

• Excellent communication and stakeholder management skills.

• Demonstrated success in building service value propositions and developing internal delivery capabilities.

• Experience driving process improvements, change initiatives, and business transformation programs.

• A background in working with multi-functional, cross-border teams and clients from diverse industries.

• Certifications in Service, Project, or Portfolio Management (e.g., ITIL, PMP, PRINCE2) are considered an advantage.

• Strong Finnish language skills with strong English skills (C1)

We offer a chance to grow through meaningful projects, working closely with clients and cross-functional teams in a dynamic, supportive environment.

Why Nortal? 

• We care about your growth & development. At Nortal we support constant improvement and knowledge sharing. In addition to the external and internal training, we have a well-established mentorship program and strong 1:1 culture. 
• We always aim high, but at the same time respect work-life balance and don’t forget humor and fun activities together. You are given both freedom and responsibility – the key is that we get great things done together. 
• You have the freedom to work where you work best, and we support flexible working hours. We have also launched the Nortal Nomad program for people wanting to move short-term to some other country. 

Nortal values equality and diversity in our work community. We welcome applicants with different backgrounds, such as in regard to age, gender, language, culture or minority group. 

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