Service Manager, MyWärtsilä

Wärtsilä is an innovative technology company known for being a forerunner in the Marine and Energy markets. Every day, we – Wärtsilians – put our hearts and minds into turning Wärtsilä's purpose of enabling sustainable societies through innovation in technology and services into reality. Our ultimate aim is to provide increased value to both our customers and society. New, game-changing ideas and continuous improvement have been part of our DNA since 1834. Together, we can create new business opportunities and a more sustainable future that we can all be proud of. We want to transition the world towards a decarbonised and sustainable future. By pushing the boundaries of engineering and technology, we can make it work. We are always on the lookout for future-oriented talent – want to join the ride? We are always on the lookout for talent with a growth mindset – are you the one? Wärtsilä global IT (Information Technology) integrates Processes, Systems and Information, supporting Wärtsilä’s businesses in developing the operations. Wärtsilä partners with world-leading IT vendors and has an international IT organisation. For proactive and development-minded persons, Wärtsilä is offering an exciting opportunity to shape the future of its IT environment, specifically our new customer-facing platform. We are looking for a Service Manager, MyWärtsilä to manage our global customer portal (MyWärtsilä) IT service and ensure successful delivery throughout its lifecycle. The preferred location for this position is Helsinki, Turku or Vaasa, Finland. We offer the possibility of hybrid work. Our new platform will provide customers with a broad range of products and services. Built according to MACH architectural principles and developed by teams across the company, the high level of operational complexity means you will need to work cross-functionally and with a large array of stakeholders. As Service Manager, you will lead internal IT teams and partners in a complex multi-vendor environment to resolve issues and drive effective service delivery. You will own the IT incident management process and be responsible for IT service management. You will act as a trusted partner and enabler for our business stakeholders in Marine and Energy. Working closely with solution managers, developers, IT teams, vendors and commercial stakeholders will be part of your daily work, ensuring smooth operations and contributing to an outstanding customer experience. Main responsibilities as the Service Manager, MyWärtsilä: • Oversee delivery of end-to-end IT service and offerings, adherence to ITSM and ITIL best practices, and governance across MyWärtsilä. • Own IT service management processes and provide IT support to the business support team. Act as the primary contact for complex incidents, ensuring high service quality and business continuity. • Be responsible for service performance, availability, reliability and support, ensuring operational capacity and continuity, and KPI and SLA compliance. • Act as the contact for the service(s), as a liaison between IT and business stakeholders. • Coordinate incident activities with operational teams, addressing delivery deviations. • Oversee and raise topics related to supplier performance and compliance. • Own the escalation management process for business-critical issues, ensuring rapid resolution, continuous service improvement, and alignment between business and IT stakeholders. • Act as the main IT escalation point for service issues and operational topics. • Drive continuous improvement initiatives that improve the technical performance of the platform, and follow up on feedback and trends. • Support effective service handover from projects to operations. • Manage service finances and risks according to Wärtsilä IT governance and framework. To be able to succeed in the position, we expect you to have: • An M.Sc. or equivalent in Information Technology or another relevant field. • Proven ITIL/ITSM expertise in service management, cost management, agile and continuous improvement. • Strong IT service manager skills and experience working in a similar position. • Good leadership, supplier and stakeholder management skills. • Strong knowledge of B2B customers and related business processes. • Familiarity with modern software development principles. Knowledge and previous experience with AWS, Salesforce, CommerceTools, Okta/Auth0 or similar customer-facing solutions and SIAM setups are an advantage. • Excellent communication, collaboration, influencing and problem-solving skills. • An analytical mindset and the ability to produce standard and original reports and make recommendations based on them. • A proactive, goal-focused attitude to work. • Fluent written and spoken English. Why you and us? We at Wärtsilä believe in empowerment, ownership and taking responsibility for our work. We support each other’s growth, and co-creation is the true basis of our innovation. We have the courage to see opportunities and take initiative. We are authentic and honest, and strongly believe that by being your true self you can accomplish so much more. We don’t always get it right the first time, and if mistakes are made, we make sure to learn and grow from them. We want everyone to voice their opinions freely. That is why we have built an environment that empowers you and everyone around you, and where you can feel safe and cared for. We have an amazing team, and we are excited about our work and the impact it has on building sustainable societies. We are looking for a colleague who shares our passion for smart technologies and a sustainable future. Contact & next steps We hope to hear from you soon. Submit your application through our careers portal. We aim to keep you updated on the process throughout. Please submit your CV and cover letter as part of your application. For further questions, please reach out to Anne Voutilainen, Manager, Sales and Marketing solutions, at anne.voutilainen@wartsila.com. This contact is only for questions from direct job applicants; applications sent by email will not be recorded or responded to. Welcome to join us in shaping the decarbonisation of marine and energy! Last application date: 01/11/2026 At Wärtsilä we value, respect and embrace all our differences, and are committed to diversity, inclusion and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities. According to Wärtsilä policy, voluntary consent for a security check may be required from candidates being considered for this position, depending on the applicable country. All new Wärtsilä employees in Finland will attend occupational health checks, including drug tests/screenings. When a person is located outside Finland, the country’s legislation is followed. This is Wärtsilä Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 18,300 professionals, in more than 230 locations in 77 countries, shape the decarbonisation transformation of our industries across the globe. Read more on www.wartsila.com.