Job Description
Senior Service Delivery Manager
Part of the global bioeconomy, Stora Enso is a leading provider of renewable products in packaging, biomaterials and wooden construction, and one of the largest private forest owners in the world. We believe that everything that is made from fossil-based materials today can be made from a tree tomorrow. We employ approximately 19,000 people.
Career for a better climate. Every day.
We are now looking for a Senior Service Delivery Manager to join our team in Ostrava, Czechia
About the role
This role provides strong ownership and leadership during a defining point in the evolution of End User Support Services.
As the owner of the Global Service Desk, SAP Service Desk, and Sales & Logistics Service Desk, you will lead the stabilization and embedding of the new operating model, working in close partnership with our strategic partner, internal IT teams, and business stakeholders to establish consistent performance, clear accountability, and a strong user experience.
Once the model is fully established, this Senior Service Delivery Manager role has a clear mandate to shape the transformation of End User Support Services, driving improvement through insight, collaboration, and modern service management practices to progressively evolve services into a more efficient, experience and data driven, and future ready capability aligned with Stora Enso’s digital and sustainability ambitions.
The Senior Service Delivery Manager role for End User Support Services is needed to give clear senior ownership of a large, complex set of services that are critical to day to day business operations and now delivered through an outsourced model.
In this role you will be located in Ostrava and report to the Head of IT Operations & Digital Workplace.
Your responsibilities
Take ownership for End User Support Services delivered through an outsourced partnership model, with accountability for outcomes across the Global Service Desk, SAP Service Desk, and Sales and Logistics Service Desk.
Lead the embedding and stabilisation of the new outsourced operating model, working collaboratively across partner and internal teams to establish consistent performance, clear ways of working, and shared accountability as remaining services transition into the model.
Shape and own the service governance framework, including performance management, escalation, risk management, and decision making, ensuring strong collaboration and transparency across the service ecosystem.
Once the operating model is fully established, lead the transformation of End User Support Services, working with partners and stakeholders to progressively evolve services beyond traditional support to improve maturity, efficiency, and user experience.
Use service performance insight, operational data, HappySignals experience data, and user feedback to understand end user impact, prioritise improvement initiatives, guide transformation activity, and measure outcomes over time.
Set service direction and priorities in line with IT strategy and business needs, balancing service stability with transformation ambitions through effective partnership working.
Ensure incident, request, problem, and change management practices operate effectively across the partnership model, with clear ownership and integration between teams.
Ensure services operate in line with internal policies, security requirements, and contractual commitments, supporting audits, risk assessments, and governance activities as needed.
What will you bring
Senior experience owning and leading IT services end to end, ideally across multiple service desks or critical support services.
Proven experience working within outsourced or partner delivered service models, with the ability to lead through collaboration while maintaining accountability for outcomes.
Experience stabilising services following transition or change and then evolving them in a structured, data driven way.
Strong service governance and performance management capability, including the effective use of SLAs, KPIs, and structured escalation.
Demonstrated ability to drive improvement and transformation using service performance insight, operational data, and end user experience data.
Strong stakeholder management and influencing skills, able to work effectively across partners, IT teams, and business stakeholders without direct authority.
Sound judgement, resilience, and a proven ability to see improvement initiatives through from intent to measurable outcomes.
Experience within End User Support Services, application service desks, or complex application landscapes would be advantageous.
Knowledge of IT service management frameworks such as ITIL, and experience with platforms such as ServiceNow or experience tools such as HappySignals, would be beneficial.
Advanced English proficiency.
What we offer
By joining us, you will be part of our diverse working culture supporting you to explore new perspectives and develop professionally. You will contribute towards a more sustainable world, as we believe that anything made from fossil-based materials today can be made from a tree tomorrow. To keep you going safely, we support your physical and mental wellbeing.
Role specific opportunities/things that we offer:
modern office in Ostrava - we apply hybrid model, 2-3 days/week in the office
5 weeks of vacation per year
permanent work contract
lunch cards 160 CZK
commuting allowance
cafeteria
pension insurance
annual bonus
How can you apply for this role?
You can only submit your application to us by using our recruitment tool. As we are assessing our candidates on an ongoing basis, we hope to hear from you as soon as possible but at the latest by 20 May 2026.
Due to the English-speaking hiring manager, please send your CV in English. Thank you.
Depending on the role, we might invite you to a (video) interview and/or aptitude tests. Also, our recruitment process could include pre-employment actions such as background, reference, and health checks as well as a drug test.
If you have any questions, please do not hesitate to contact TA partner Lucie Staňková, [email protected].