SD Worx offers the Nordics' most comprehensive and modern integrated HR and payroll solutions. We are consistently working to develop our operations and improve our ability to support customers in digitalizing HR and payroll processes. In our Consulting and Support organization, this means that we will take even greater steps to ensure comprehensive support for our customers.

We are now looking for a business-driven leader to take on the position of Support Manager, leading a team of ~10 employees. You will be responsible for our SaaS customers’ service and SD Worx Academy trainings for our customers. You will also have an important role in internal improvement initiatives and competence development. You will report to the Director, Consulting and Support Finland.

Together with your team, you will ensure high-quality application support and continuous development of our customer service.

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.
• People Leader of the Support team. Lead, coach, and develop a team of professionals within the support. Set clear goals and performance metrics.
• Ensure continuous competence development and knowledge sharing within the team and across the Consulting and Support organization.
• Oversee the team's budget, staffing, and ensuring the delivery of relevant services within the scope of Support, including e.g. SD Worx Academy.
• Participate in customer dialogues to continuously improve service delivery to our customers.
• Together with your team and other colleagues, initiate and drive continuous improvements to enhance customer satisfaction.
• Ensure close cooperation with our Products teams so that our customers can benefit from modern technology and advancements in the best possible way.

Your Background

• You have experience in leading a team of experts. A minimum of 3 years of experience as a leader in service delivery will be ideal.

• 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 e.g. business, HR, or IT.
• Fluent in both Finnish and English, with excellent written and verbal communication skills.

Additional Qualifications:

• Experience in HRIT deliveries (HCM, Payroll, and related system support) 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.

If the above criteria sounds like you, send us your CV soonest possible. Please note that we will start interviews during the application period.

For additional information, please contact Karoliina Palkonen, Director Consulting & Support Finland, email karoliina.palkonen@sdworx.com.