Manager - Service Performance

Location: Malmö Department: IT Infrastructure, Workplace & Operations Hiring Manager: Daniel Nilsson 

As Manager for Service Performance, you will play a key role in driving stability and performance across our IT service delivery.

This is a leadership role combining operational ownership with a strategic impact. You will lead IT Service Management and 2nd line application support, ensuring efficient, reliable, and scalable services across critical business systems.

You will collaborate closely with stakeholders across IT, product, and business functions, aligning execution with strategic priorities in a fast-changing global environment. 

What you will be up to 

• Own and evolve IT Service Management processes (Incident, Problem, Change, Request, Monitoring & Alert Management) 

• Lead and develop two teams within service management and application support 

• Drive Service Management reporting (availability, performance, KPIs) 

• Ensure effective capacity and resource planning across your teams 

• Identify risks, bottlenecks, and improvement opportunities 

• Optimize service delivery within budget and operational constraints 

• Contribute to mid-term strategy (6–18 months) 

• Implement and strengthen agile and DevOps ways of working 

Team leadership and development 

• Build an engaging, safe, and high-performing work environment 

• Allocate roles, responsibilities, and resources effectively 

• Monitor capacity needs and manage deviations proactively 

• Drive recruitment, competence development, and retention 

• Coach and support team members in their growth 

• Create conditions for high delivery efficiency and accountability 

• Translate operational insights into a strategic context 

• Strengthening collaboration across teams and geographies 

 Good fit if you have 

• Experience leading teams within IT Operations / Service Management 

• Strong understanding of ITIL / ITSM processes (Incident, Problem, Change, etc.) 

• Experience working in complex, global, and cross-functional environments 

• Strong stakeholder management and communication skills 

• Ability to balance operational execution with strategic thinking 

• Experience driving change and improving ways of working 

• Structured, analytical mindset with strong problem-solving capabilities 

• Experience working with agile and DevOps environments 

 Nice to have / technologies and areas we work with 

• Experience with tools such as JIRA Service Management / Operations 

• Experience managing 2nd line application support teams 

• Background in enterprise-scale IT environments 

• Experience working with monitoring, alerting, and service performance metrics 

• Project or program management experience 

 Should I apply? 

Strong fit if most of these resonate with you: 

• You love building and leading teams and developing people 

• You enjoy combining structure, process, and continuous improvement and driving performance in operational environments 

• You thrive in complex, international environments 

• You are comfortable taking ownership and making decisions 

 FAQ 

• Is this a purely operational role? No. This role combines operational leadership with strategic contributions to service performance, process maturity, and organizational development. 

• What teams will I lead? You will lead two teams covering service management processes and 2nd line application support 

• Is this a hands-on role? Yes, in terms of leadership and operational involvement, but the focus is on leading, structuring, and enabling teams rather than individual execution. 

• What is the biggest challenge in this role? Aligning global ways of working and creating structures in a fast-moving, evolving environment.

If you want a role where you can lead teams, improve service performance at scale, and shape how IT Operations work across a global organization, this is your opportunity.  

Verisure is the leading provider of professionally monitored security services in Europe and Latin America. As of 31 December 2025, Verisure provides premium monitored alarm services to a portfolio of ~6.2 million families and small businesses across 18 countries, with a team of more than 30,000 colleagues. 

For the year ended 31 December 2025, Verisure delivered a strong financial performance: Total Revenue of €3,745 million, Adjusted EBITDA of €1,708 million (46% margin) and Adjusted EBIT of €953 million (25% margin). This performance builds on the Company’s track record of resilient, uninterrupted growth over the long-term and highlights the strength of its recurring revenue model.

Verisure is majority owned by Hellman & Friedman LLC, a leading private equity investment firm. 

Beginning October 8th 2025, Verisure is listed in the Nasdaq Stockholm Stock Exchange. With €3.1 billion raised in primary proceeds, this was the largest IPO in Europe since 2022 and the largest in Sweden in over 25 years.

My team and I eagerly await your application! Join us on this journey towards a safer, smarter world. Apply today! 

If you have questions regarding this position, please reach out to our Group Senior TA Specialist, Robert Jonasson, at robert.jonasson@verisure.com

Verisure Innovation is an equal-opportunity employer and welcomes applicants from diverse backgrounds. We are an international company with offices and colleagues in multiple countries.