Job Description

Are you an action-oriented leader with long experience in Customer Service? Do you have great experience in the invoice and billing area? Then this position can be for you! My name is Anna Markgren, and I am responsible for B2B Customer Service within Telia. We are now looking for a Head of Service Desk Invoice B2B to join my team based in Solna by having a key role within the business unit B2B Customer Service.

What you’ll do:

As the Head of Service Desk Invoice B2B, you will be overall responsible to lead a large organization of service desk teams from different sites in Sweden and make sure they are delivering on our service commitments to Telia Sweden Business customers. The role includes the responsibility to continuously deliver efficient and qualitive service in accordance with our overall key performance indicators and strive to improve and optimize our way of working towards our customers.

In this position you will be part of the management team for Customer Service B2B, and you will work closely with the management team peers within Customer Service and our stakeholders in the business units and other supporting functions in the organization.

As a Head of Service Desk Invoice B2B, your role will include but is not limited to:

• Deliver in accordance with our overall key performance indicators and being accountable for the service experience and results for your unit.
• Drive operational excellence within Service Desk Invoice and coach/develop Service Desk Team leads in day-to-day operations.
• Impact the business result of Customer Service B2B guided by the long-term business plan and create short term action plans in alignment within organizational priorities.
• Lead teams responsible for B2B invoice and similar queries/tasks
• Collaborate with stakeholders within Quality management, training, transformation, CX, process development, workforce management and more.
• Provide customers with the best support in relation to identify customer needs and provide best possible solutions to fulfil that need.
  

What will help you thrive in this role:

To succeed in this position, you need to have a strong drive with a can-do attitude and make things happen. You are an experienced leader with the ability to lead people towards change management, achieving common goals and priorities and focus on continuous improvements and operational excellence. You also have solid coaching skills and can motivate and support our people to succeed.

You understand the importance of transparency and communication and can easily build strong relationships with stakeholders and know how to navigate a large organization.

Required qualifications:

• Minimum 5 years of relevant experience in leading Customer Service operations within invoice queries and similar tasks within the telco industry.
• Formal education is a plus, but it’s more important that you have operational and commercial understanding of what it takes to make a customer satisfied with their services and support.
• Experience in leading teams within B2B customers
• Great experience in change management, how to build effective organizations, streamlining through synergies, create effective working methods through processes and routines.
• Operational know-how in running Customer Service from a key performance indicator, process management and customer experience perspective.
• Being able to drive consistent performance in customer service operations in a cost-efficient manner.
• Experience in driving digitalization and change, leading teams and identifying new opportunities for best practice in areas such as invoice for B2B customers.
• Fluent Swedish and good business English skills (written and spoken)

Join us to shape smarter living for people, businesses, and the planet

At Telia, we’re a team of 15 000 colleagues across the Nordics and Baltics, passionate about technology and connectivity. As a Leading Telecommunications Operator & Climate Leader, we drive change with large-scale, impactful projects while building a sustainable, inclusive world.

Here, you can grow your skills, lead meaningful projects, and thrive in a supportive, diverse environment. Whether you’re taking your first step or your next, Telia is a place to grow, belong, and make a real impact.

What we offer

When you join us, you'll receive a comprehensive benefits package tailored to your local market, opportunities for remote work, and more. You'll also have the chance to earn a bonus based on your performance and Telia's results.

Ready to make better happen?

We look forward to receiving your application by 2026-07-17 Please note that we might close the position earlier if we find the right candidate, so don’t wait too long to apply!

If you’re selected for the next stage, you’ll be contacted by our Talent Acquisition Partner Background and reference checks will be part of the process.

Want to know more about this role? Please reach out to Anna Markgren Head of Customer Service B2B at anna.markgren@teliacompany.com

Equal opportunities

At Telia, we recognize talent by professional skills and growth potential. We champion diversity, ensuring every individual’s needs are met, regardless of disability, gender, age, nationality, sexual orientation, or social status. Together, we’re dedicated to fostering an inclusive work environment where your uniqueness is our strength.

Join us and let’s make better happen - together!