**Are you an experienced leader within IT Service Management with a passion for process ownership, governance, and collaboration across countries and teams? Do you want to play a key role in shaping how services are delivered across a Nordic organization? Then this could be the opportunity for you!**
At Atea, we work every day to create value for our customers through efficient, high-quality IT services and strong operational processes. We are now looking for a Global Request Owner to join our Operational Service Management team.
In this role, you will have the overall responsibility for Request Management and related request-based services in our ServiceNow platform. You will lead a team of 11 Request Managers across the Nordic and Baltic countries and play a central role in driving governance, process maturity, and continuous improvement.
The position is full-time and based onsite in either Ballerup, Malmö, or Drammen.
**Your primary responsibilities**
As General Request Owner, you will be responsible for the development and governance of the Request Management process across countries and service domains. Your responsibilities will include:
- Leading and developing the global Request Management process (REQ / RITM / TASK)
- Ensuring governance, standards, and alignment with ITIL principles
- Driving continuous improvements based on KPIs, data, and user feedback
- Managing and developing a Nordic/Baltic team of Request Managers
- Collaborating closely with Process Owners, ServiceNow teams, operations, billing functions, and business stakeholders
- Ensuring high-quality request flows, approvals, SLAs, and user experience
- Facilitating workshops, stakeholder dialogues, and alignment across teams and countries
- Monitoring performance metrics and improving efficiency and transparency within Request Management
**About you**
You are a structured and collaborative leader who thrives in a complex environment with many stakeholders. You know how to balance operational execution with strategic process ownership and are comfortable driving decisions and improvements across teams and countries.
We imagine that you:
- Have strong people management and stakeholder management skills
- Have experience as a Process Owner, Request Owner, Catalog Manager, or similar role within IT Service Management
- Have solid knowledge of ITIL and request-based processes
- Have hands-on experience with ServiceNow ITSM, especially Request Management and Service Catalog
- Are analytical, structured, and improvement-oriented
- Communicate confidently in English and one Scandinavian language, both written and spoken
**We offer**
At Atea, you will become part of a Nordic organization where collaboration, knowledge sharing, and continuous improvement are at the center of how we work. You will have a visible and influential role with the opportunity to shape global processes and improve how request-based services create value for both users and the business.
You will work closely with skilled colleagues across countries and functions in a mature ServiceNow environment with high ambitions for quality and operational excellence. At the same time, we prioritize flexibility, collaboration, and a strong sense of community in everyday work.
**Location**:
Ballerup (DK), Malmö (SE), or Drammen (NO)
**Application deadline**
Stad
Atea in Nordic & Baltic countries
Sista ansökan
2026-06-05