Job Description

About the Role

The person will be responsible for ensuring the delivery, quality, and continuous improvement of IT services across the Sanoma organization. The role oversees daily operations of service management processes, coordinates with technical teams, manages service performance, and acts as the primary point of contact for stakeholders regarding service delivery.

Key Responsibilities:

Stakeholder & Vendor Management

· Build strong working relationships with business leaders, technical teams, and suppliers.

· Ensure clear communication around service status, risks, outages, and changes.

· Manage customer expectations and promote a culture of service excellence.

Governance & Compliance

· Ensure alignment with company policies, security requirements, and regulatory standards.

· Maintain accurate service documentation, process maps, and operational runbooks including keeping CMDB updated.

· Support audits, risk assessments, and compliance reviews.

Service Delivery & Operations

· Manage end-to-end delivery of assigned IT services.

· Ensure adherence to SLAs, KPIs, OLAs, and compliance requirements.

· Oversee daily service operations, handle escalations, and lead major incident coordination.

· Act as the primary point of contact for stakeholders regarding service performance and issues.

ITIL / Service Management Processes

· Support core ITSM processes including: Incident Management, Problem Management, Change Enablement / Change Management, Service Request Management, Configuration & Asset Management, Knowledge Management

· Conduct root-cause analyses and drive corrective and preventive actions.

Continuous Improvement

· Analyze service performance trends and identify improvement opportunities.

· Lead and support initiatives that enhance service quality, stability, and efficiency.

· Participate in service design, transition, and operational readiness activities.

Required Skills & Qualifications

Technical & Professional Skills

· Strong understanding of the ITIL framework (ITIL Foundation required).

· Experience working with ITSM platforms (ServiceNow, BMC, Jira Service Management).

· Solid understanding of IT operations, infrastructure, and cloud services.

· Demonstrated experience managing major incidents and complex operational issues.

Analytical & Operational Skills

· Ability to interpret service performance data and produce actionable insights.

· Strong problem-solving skills with a focus on root cause and prevention.

· Experience coordinating cross-functional technical teams.

Communication & Leadership

· Excellent communication skills with both technical and non‑technical audiences.

· Ability to influence stakeholders and lead during high-pressure situations.

· Strong customer orientation and ability to balance operational needs with business priorities.

· Fluent English

Experience

· 3–7+ years of experience in IT service management, IT operations, or similar role.

· Experience in regional or global service delivery environments in multi-cultural companies is an advantage.

· Experience managing vendors or outsourced teams is beneficial.

About Sanoma Learning

How do you prepare students for the world, engage their curiosity and inspire them to grow? That is the main question of teachers all around the world. At Sanoma Learning, it has always been our mission to help to find and develop best-in-class answers to this question. If you join us, it means that you embark on an exciting journey to help shape the future of learning for primary, secondary and vocational education. We believe that your journey is our success as a company.

Sanoma Learning is a leading K12 European learning company, operating in 12 countries. Our learning products and services enable and support teachers and schools to develop the talents of every child to reach their potential. By offering printed and digital learning content, as well as digital learning and teaching platforms for primary, secondary and vocational education, we want to grow our positive impact on learning across Europe. With over 3000 employees, we help shape the future of education for 25+ million of students.

So, are you ready to start your journey to help shape the future of learning and help teachers to support all students to reach their potential?

Sanoma Learning is an equal opportunity employer; we are committed to inclusion and diversity, ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics.