Would you like to play a key role in developing SD Worx’s operations in customer support and system management? Do you enjoy driving change and efficiency while being an engaged and inspiring leader? If so, this could be the role for you. SD Worx is looking for a business-driven leader to take on the position of Head of Support, leading a team of 13 employees.

About SD Worx
SD Worx offers the Nordics' most comprehensive and modern integrated HR and payroll solution, supporting some of Norway's largest and most successful organizations. We are consistently working to develop our operations and improve our ability to support customers in digitalizing HR and payroll processes. Our goal at SD Worx is for more than one million managers and employees in the Nordics to use our mobile apps and cloud services by 2025. In our support organization, this means we will take even greater steps to ensure comprehensive support for our customers.

The role

We are now seeking a leader for our Support teams, which form our first- and second-line support. These teams are part of our Customer Excellence Team organization in Norway. You will be part of the CET leadership team. The role includes leadership responsibility for approximately 12–16 employees, depending on future organizational setup. 

Together with your team and fellow managers, you will ensure continuous development of our customer service and support to achieve this goal.

Main Responsibilities:

• Oversee the entire support flow for our services and manage the incident management process.
• Ensure that our existing customers can make the most of our services.
• Responsible for the team's budget, staffing, and ensuring the delivery of relevant services within the scope of Support.
• Ensure continuous competence development and knowledge sharing within the team and across SD Worx’s entire support chain.
• Participate in customer dialogues to continuously improve service delivery to our customers.
• Together with your team and management colleagues, initiate and drive continuous improvements to enhance customer satisfaction and reduce lead times.
• Ensure close cooperation with Products to secure holistic support to our customers

Your Background

• You currently lead or have led a team supporting customers with system solutions.
• You are a clear and inclusive leader who engages and communicates effectively with both internal and external stakeholders.
• Proven strong leadership and collaboration skills.
• Experience in change management.
• Skilled at prioritizing in a fast-paced and dynamic environment.
• Experience with ITSM and ticketing systems (e.g., ServiceNow).
• Relevant academic degree in economics, HR, or IT.
• Fluent in both norwegian and English, with excellent written and verbal communication skills.

Additional Qualifications:

• Experience in HRIT deliveries (HCM, Payroll, and related system support) within both the private and public sectors is an advantage.
• Previous experience in customer support, customer service, or similar roles within the cloud sector is valuable.
• Extra merit if you have developed services within support operations or system management, as well as if you have held a leadership role in a matrix organization.

Personal Qualities:
You are a confident and trustworthy individual who is passionate about both business and building relationships. You are an excellent communicator who understands and anticipates the needs of those around you while spreading enthusiasm and positivity. Additionally, you are an adaptable person who thrives in a changing environment.

What do we have to offer?

• An attractive salary based on your experience and achievement.
• A dynamic work environment
• Learning opportunities: through an individual development plan and professional training
• Career growth: whether you want to become more of an expert in your field our you want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

From many places, we work as one, moving from better to best together.

SD Worx lives diversity in the workplace. Diversity provides inspiration and innovation in our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin colour, ethnic and social background, religion, age, disability, sexual orientation and stage of life.