Shape the Future of Saab IT – Head of Service Desk (AI)

Location: Solna, Göteborg, Karlskrona, Linköping, Malmö or Stockholm, Sweden; alternative locations may be possible. The role includes support delivered remotely and in the workplace, plus some travel to meet teams and business stakeholders.

Company

hirify.global is a defense and security company with 30,000 employees that develops, manufactures and maintains systems in aeronautics, weapons, command and control, sensors and underwater systems.

What you will do

• Lead, develop and engage employees and leaders across the Service Desk area.
• Own the performance, quality and cost efficiency of first-line, second-line and on-site support services.
• Set direction and priorities in alignment with business and technology strategies.
• Drive organisational development, service improvement and the transformation toward proactive, knowledge-driven and AI-enabled support.
• Build relationships with business stakeholders, service providers, vendors and partners.
• Develop scalable, user-centric support capabilities using modern tools, processes and ways of working.

Requirements

• Academic degree in a relevant field or equivalent experience.
• Strong people leadership and talent development skills.
• Proven experience managing operational delivery and service performance.
• Strong understanding of incident management, service request fulfilment, escalation and knowledge management.
• Experience using service metrics and user feedback to improve support quality, responsiveness and efficiency.
• Experience driving service improvement, operational excellence or support transformation initiatives.
• Experience from large, complex and global organisations.
• Strong stakeholder, vendor and financial management skills.
• Fluency in Swedish and English, both written and spoken.
• Successful completion of security vetting is required; additional citizenship-related obligations may apply for positions requiring security clearance.

Nice to have

• Experience from the defense industry.

Culture & Benefits

• Opportunity to contribute to hirify.global's digital transformation and defense and security mission.
• Work with curious minds and diverse perspectives on advanced technology.
• Support services span both remote and workplace-based environments.
• The role offers collaboration across functions, locations, business stakeholders and service providers.