IT Service Manager

At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby.

Open position as IT Service Manager

About the Role
Are you ready to take IT service management to the next level? We are looking for an experienced and visionary IT Service Desk Manager to lead and transform our global IT support function. As part of a leading MedTech company, you will play a critical role in unifying regional IT service teams into a single, globally aligned operation-setting the standard for service excellence, scalability, and future ways of working.

This is an exciting opportunity for a leader who thrives in a dynamic, international environment and has a passion for building high-performing, customer-centric IT service teams.

Key Responsibilities

• Lead, develop, and inspire a geographically distributed team of IT service professionals to create a unified, high-performing global service desk.
• Establish and implement best practices for IT service management aligned with business needs.
• Own and drive the vision for future ways of delivering IT service globally to ensure consistency in the service delivery.
• Oversee daily operations of the IT Service Desk, ensuring timely, high-quality support across multiple time zones.
• Implement and optimize service management processes to improve efficiency and user satisfaction.
• Define and track KPIs and SLAs, using data-driven insights to enhance service performance.
• Lead the implementation of modern service management tools, self-service solutions, and automation to improve efficiency.
• Drive continuous improvement initiatives by analyzing service data and feedback.
• Stay ahead of emerging IT trends and best practices to ensure the service desk remains cutting-edge.

What We’re Looking For

• Proven Leadership: Strong track record in managing global IT support teams and driving change.
• Customer-Centric Mindset: Passion for delivering exceptional user experiences and proactive service.
• Strategic Thinking: Ability to transform local service structures into a unified global framework.
• Problem-Solving Abilities: Skilled in resolving complex IT issues, managing escalations, and identifying long-term solutions.
• Process Improvement & ITIL Expertise: Experience in implementing service management frameworks and driving efficiency.
• Strong Communication Skills: Ability to communicate effectively with both technical and non-technical stakeholders across cultures.
• Project & Change Management: Capable of leading global IT service improvement projects and managing transitions effectively.
• Adaptability & Innovation: Comfortable navigating a fast-paced, evolving IT landscape.

Preferred Qualifications

• Fluency in English (spoken and written) is required; Swedish and/or Spanish is a bonus.
• Experience in a MedTech, Life Sciences, or highly regulated industry is a bonus.

Why Join Us?

• Shape the future of IT service management in a fast-growing global MedTech company.
• Work in an international environment, leading a distributed team towards a unified global IT service model.
• Enjoy a competitive salary and benefits package.
• Be part of an innovative, purpose-driven organization that values excellence, collaboration, and continuous improvement.

This position is based in Gothenburg or Valencia offers a hybrid work model with one workday from home per week.

Ready to Make an Impact?
If you are a proactive IT service leader eager to drive global transformation, we would like to hear from you!

Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalised genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of a fertility treatment.

We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and services are available in more than 125 countries through our own presence in 25 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm.