Lead, ITSM Core Processes

In this role, you will own and develop the core IT service management processes and practices that enable consistent, effective and continuously improving ways of working across IT.

You will be accountable for ensuring that agreed processes are understood and followed throughout the IT organization. You will also contribute to the development of the supporting tools and help teams adopt the agreed practices through clear guidance, practical materials and training.

You will work closely with other process owners, IT Operations, Service and System Managers, service teams and external service providers. The role suits a collaborative and improvement-oriented ITSM professional who can combine process ownership with hands-on implementation support and lead work across virtual teams.

About the role

- Lead and own the Incident Management, Request Management, Problem Management and Knowledge Management processes and practices.

- Develop and continuously improve the processes, related ways of working, guidance and supporting materials within your responsibility area.

- Participate in the development of the tools that support the ITSM core processes and ensure that process requirements are translated into practical solutions.

- Promote consistent process adoption across the IT organization and support implementation through communication, guidance and training.

- Collaborate with stakeholders to identify improvement needs and resolve cross-functional process topics.

- Monitor how the agreed ways of working are applied and drive corrective and preventive improvements where needed.

- Maintain clear and usable process documentation and ensure that stakeholders can easily find the relevant instructions and training materials.

- Define and monitor process KPIs to drive continuous improvement and corrective actions.

About you

To be successful in this role, we expect you to have:

- Solid experience (Preferably 5+ years) in IT Service Management and practical knowledge of ITSM operating models and service management processes. Familiarity with ServiceNow or similar ITSM platforms is considered an advantage.

- Strong ITIL knowledge and the ability to apply ITIL practices in an enterprise environment.

- Experience in process ownership, process development or continuous improvement.

- Relevant technical understanding and the ability to work effectively with tool development and technical stakeholders.

- Capability to lead virtual and cross-functional teams without relying on formal authority.

- Strong facilitation, communication and stakeholder management skills.

- A structured and pragmatic way of working, with the ability to turn process requirements into clear guidance and actionable improvements.

- An open mindset, curiosity and a collaborative, can-do attitude.

- Fluency in English; other languages are considered an advantage.

We offer you

At Fortum, we believe in a better future and want to be involved in shaping it. Our workplace is a safe place, both physically and mentally. You will grow with professional colleagues, being trusted and free to challenge yourself. We offer comprehensive benefits, flexible working hours, and hybrid work model to support your productivity, development and wellbeing. We are committed to build diverse teams where everyone feels included and is treated equally.

More information about our culture and benefits can be found here .

Interested?

Submit your application by 22nd November at the latest. The application shall include a CV in English. We may begin contacting suitable candidates already during the application period.

As part of our recruitment process, we use assessment tests, digital reference checks and Microsoft Copilot to transcribe interviews. This helps us ensure a structured, fair and high-quality process for all candidates. To be selected for the position, the applicant must go through background clearance and a health examination including drug testing.

We are Fortum

Fortum is a Nordic energy company. We generate and deliver reliable energy to our customers and the Nordic energy system while at the same time helping industries decarbonise their processes and grow. Our core operations comprise efficient and best-in-class low-carbon power generation, customer services, and heating and cooling. Fortum’s power generation is already 99% from renewable or nuclear sources with one of the lowest specific CO2-emissions in Europe. We are guided by our ambitious SBTi-validated emission reduction targets on our way towards net-zero by 2040. For our ~4,500 employees, we commit to be a safe and inspiring workplace. Fortum's share is listed on Nasdaq Helsinki. fortum.com