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TRCI-26-04546
Service Lead (IT Service Operations / Service Delivery)
Service Lead contractor needed in Gothenburg to take operational leadership for a complex, fast-paced customer delivery. You will own service operations performance across incidents/problems, operational risks, SLA/KPI governance, and continuous improvement, and act as a key interface to enterprise customers and internal delivery teams. The role requires strong ITIL-based service management knowledge, comfort in DevOps/SRE environments, excellent operational reporting and service review leadership, and the ability to handle escalations and drive corrective/preventive actions to completion through influence.
Position summary
- Location
- Sweden
- Workplace
- Hybrid
- Employment
- Contract
- Experience
- Minimum 5 years and Maximum 10 years
Role overview
Why This Role Matters.
Service Lead contractor needed in Gothenburg to take operational leadership for a complex, fast-paced customer delivery. You will own service operations performance across incidents/problems, operational risks, SLA/KPI governance, and continuous improvement, and act as a key interface to enterprise customers and internal delivery teams. The role requires strong ITIL-based service management knowledge, comfort in DevOps/SRE environments, excellent operational reporting and service review leadership, and the ability to handle escalations and drive corrective/preventive actions to completion through influence.
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
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We are looking for a highly experienced Service Lead to take a key operational leadership role in a complex, fast-paced customer delivery.
03
You will be part of a team of other Leads jointly responsible for the overall delivery and customer experience.
04
Lead the operational service delivery within your assigned scope and act as a key interface towards the customer, management and delivery teams.
05
Own the operational governance and follow-up of service levels, KPIs, operational quality, risks and improvement actions.
06
Analyse performance and deviations, identify trends and ensure corrective and preventive actions are driven to completion.
07
Prepare and lead customer service reviews and management reporting, providing a clear and fact-based picture of performance, risks and outlook.
08
Handle demanding customer discussions, including escalations, service-level deviations and detailed performance follow-up.
09
Translate complex operational information into clear conclusions: What happened? Why? What is the impact? What are we doing about it?
10
Work closely with other Leads balancing ownership of your area with shared responsibility for the overall delivery.
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Drive continuous improvement of operational processes, ways of working, service quality and efficiency.
12
Lead through influence, creating alignment across teams and stakeholders without relying on formal authority.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
01
ITIL
Required
02
DevOps
Required
03
SRE
Required
04
SLA
Required
05
KPI
Required
06
incident management
Required
07
problem management
Required
08
service delivery
Required
09
service operations
Required
10
operational governance
Required
11
operational reporting
Required
12
continuous improvement
Required
13
operational risk
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
IT service operations / production operations
Service delivery / service management leadership
ITIL / service management practices
SLA management
KPI management and performance analysis (deviations, trends)
Incident management
Problem management
Operational governance and follow-up
Operational reporting (customer and management level)
Stakeholder management and customer-facing communication
Continuous improvement (process/ways of working/service quality)
DevOps understanding
SRE understanding
Risk management (operational risks)
Preferred
Nice to Have
Experience with demanding enterprise customers
Escalation management
Corrective and preventive actions (CAPA)
Operational quality management
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for Service Lead (IT Service Operations / Service Delivery)
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