Service Owner - Global Service Desk

Job description

Shape the future of IT support through experience, data, and intelligent automation What if IT support felt effortless? Not just reactive, but intelligent. Not just measured by SLAs, but shaped by real user experience, data, and continuous improvement. At ASSA ABLOY, you’ll help redefine how IT support is delivered globally—evolving a traditional service desk into a proactive, experience-led and AI-enabled service, built on strong operational foundations. This role is ideal for someone ready to take full ownership of a global service and step into a broader, strategic Service Owner position—balancing hands-on service improvement with structured operational leadership. It is best suited for professionals who are motivated to take the next step within service ownership and enjoy combining operational execution with incremental, scalable improvements. Why this role matters The Global Service Desk is the primary entry point to IT across the organisation and plays a key role in the daily experience of employees worldwide. You will evolve it from a reactive support function into a proactive, intelligent, data-driven and experience-led service, balancing operational stability (ITSM, SLAs, governance) with XLAs, automation, and user experience. This transformation will directly improve productivity, service quality, and global IT effectiveness. The role As Service Owner, you take full end-to-end ownership of the Global Service Desk, ensuring reliable day-to-day operations while driving its evolution into a more automated, intelligent, and user-centric service. You will work closely with global stakeholders, vendors, and a small service team, ensuring performance, alignment, and continuous improvement. A key focus is introducing and scaling automation, self-service, and AI-enabled support capabilities to enhance efficiency and user experience at global scale. What you’ll work on Own and evolve the Global Service Desk, including vision, roadmap, governance, and performance Drive experience-led and data-driven service delivery, combining XLAs with KPIs and SLAs Develop and scale automation, self-service, and AI-powered support capabilities Use data, insights, and service metrics to continuously improve quality, efficiency, and user satisfaction Collaborate with global stakeholders and vendors to ensure seamless end-to-end service delivery Support financial planning, cost optimisation, and ITSM-aligned governance What will help you succeed Experience as Service Owner, Service Manager, or similar role in a global IT environment Strong understanding of ITSM frameworks (e.g. ITIL) and service governance Experience introducing or operating automation, self-service, and AI- or chatbot-enabled capabilities within an IT support environment Hands-on experience with ServiceNow and Microsoft 365 Strong analytical mindset with a data-driven approach to service improvement Fluency in English and Swedish Why ASSA ABLOY You’ll shape a global IT service used every day, in a culture built on trust, ownership, and continuous improvement. Meaningful mission – Improve how thousands of employees experience IT and work more efficiently Innovation and scale – Drive AI, automation, and modern service models in a global organisation Autonomy and trust – Take full ownership of a critical global service with real impact across regions Growth and development – Work across technologies, stakeholders, and international teams Work–life balance – Hybrid model and a culture that supports sustainable performance Ready to transform global IT support? If you want to improve user experience, drive meaningful change, and own a global IT service end-to-end, this is your opportunity. Apply today and help shape the future of IT support at ASSA ABLOY. We review applications continuously, so don’t wait. We’re committed to building diverse, inclusive teams and encourage applications from all who see themselves thriving here. To make sure your personal data stays protected, we do not review applications sent via email or post. If you have questions about the role or process, contact Léa Rein, Senior Talent Acquisition Business Partner at . Let’s create a safer and more open world — together. #LI-WGIE We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.