Do you want to lead and modernize an IT support ecosystem that our employees rely on every day? Join us as a Service DevOps Lead and take ownership of Support & Helpdesk Services, shaping fast, human, and intelligent support across our entire organization. This role owns our entire IT support ecosystem. Service desk, on-site and remote support, self-service, automation, knowledge, and multi-vendor coordination. Your goal is simple. Make help easy to get, fast to resolve, and continuously improving. You will also be a key driver of innovation avia adoption of AI-powered support technologies, automation, and modern support models.
What you’ll get to do:
· Own the end-to-end Support and Helpdesk and on-site service lifecycle. Define the roadmap and evolve the model
· Promote automation, shift-left and self-service to improve speed, cost efficiency and user satisfaction
· Govern multi-vendor support delivery across L1 to L3 and on-site teams. Make collaboration seamless
· Run structured service reviews, performance assessments, improvement plans, and reporting with cost transparency
· Lead daily operations for service desk, remote support and on-site teams. Drive reliability and calm execution
· Coordinate major incidents and communicate clearly with stakeholders
· Use dashboards, analytics and trend insights to proactively improve stability and performance
· Own on-site quality across locations. Processes for onboarding, offboarding, troubleshooting, equipment handling and installation
· Coordinate with facilities and workplace teams to resolve physical workspace issues smoothly
· Stay hands-on when needed. Jump into daily operational topics when it matters
· Ensure proper end-user asset management and lifecycle renewal
· Design and enroll portals, chatbots, virtual agents, and automated workflows. Strengthen knowledge quality and adoption
· Drive AI capabilities like automated triage and predictive insights where they add value
· Maintain ITIL-aligned processes. Incident, request, problem, change. Ensure security, privacy and audit compliance
· Own budgets for outsourced support and operational costs. Forecast, optimize, support vendor negotiations
You are a strong match if you have
· Strong understanding of IT support models L1 to L3, service desk operations and ITIL processes
· Experience managing outsourced or multi-vendor support environments. Ideally international scope
· ITSM tools experience. ServiceNow, Jira Service Management or similar, ITIL knowledge
· An innovation mindset with real skills in automation, workflow orchestration, knowledge management and analytics
· Clear communication in English and strong stakeholder management
· Financial literacy and confidence in budgeting and cost optimization
· Typically 5+ years in IT support or service management. At least 2 years managing outsourced or multi-vendor services internationally
This role matters because you genuinely shape how every employee experiences support in their daily work. You’ll have the chance to modernize how we operate — bringing in automation, AI and better ways of working where they make sense. And since the role spans multiple partners and locations, you’ll have real ownership and influence in how our support model evolves.
Got interested? Please submit your application and CV by 8.2.2026. For more information about the position, contact Head of Group IT Operations Jan Drašnar ([email protected]). We work in a multi-location and flexible manner and in this role you can work from any of our offices located in Finland, Czechia or Croatia.
Alma as an employer
At Alma, we foster a culture of collaboration and teamwork, where everyone is accepted as who they are. In our constantly changing business environment, it takes courage to try new things, push boundaries, and drive innovation.
For us courage is not only big heroic actions, but those small things that occur in our daily work: when you have the courage to say your opinion, speak a foreign language, try something new and fail. Joining Alma means becoming part of a friendly, supportive community of professionals, where teamwork and courage will take us to the next level. To create new growth, we need courage.
And courage grows best together.
Our promise to you
· Friendly culture where you can be yourself: We trust each other and give autonomy
· Job with purpose and impact: Our brands are well-known and used by millions of people daily and trusted when making the most important decisions of their lives.
· Opportunities for professional learning and growth: You are encouraged to take time for learning. We cherish the power of internal collaboration and learning from each other.
