Director of Support & Operations

Hansen Technologies Näytä kaikki työpaikat

Espoo, Helsinki
Vakituinen
Täyspäiväinen

1 kuukausi sitten

Job Description:Head of Support & Operations - NordicsLocation: Espoo, Finland | Onsite | Senior Leadership RoleBuild the Operational Backbone for Exceptional Customer ExperienceHansen is a global provider of mission-critical software and services to the energy, water, and communications industries. Our platforms sit at the heart of how customers bill, serve, and engage their end-users - making reliability, trust, and operational excellence non-negotiable.We are now seeking a Head of Support & Operations - Nordics to lead and scale our regional support and operational functions, ensuring a consistently high-quality, predictable, and customer-centric service experience across the Nordic market.The OpportunityThis is a senior operational leadership role with direct influence over customer experience, service reliability, and the organisation's ability to scale sustainably.As the central operational interface between customers and internal teams, you will own the regional support operating model - from service standards and SLAs through to escalation management, performance insight, and continuous improvement. Your mandate is clear: create a support and operations function that is resilient, data-driven, and trusted by customers and internal stakeholders alike.Why This Role MattersThe Head of Support & Operations plays a critical role in shaping how customers experience Hansen every day.By strengthening operational foundations, improving visibility through KPIs and service data, and reducing reactive escalations, you will directly influence:

Customer satisfaction, trust, and retention
Service predictability and reliability
The organisation's ability to scale without compromising quality

This is not a “keep the lights on” role - it is about building an operation that delivers long-term value to both customers and the business.What You'll Be Responsible ForSupport & Service Delivery

Own and evolve the Nordic support operating model, including service standards, SLAs, escalation paths, and governance
Act as the senior escalation owner for complex, high-impact customer issues
Drive a proactive service culture that reduces repeat issues and preventable escalations

Operations & Reliability

Oversee the operational frameworks that underpin stable, reliable service delivery
Partner closely with Product, Engineering, Delivery, and Account teams to reduce friction and improve outcomes
Strengthen operational resilience through structured incident management and review

Process, Tools & Performance

Own the regional approach to support and operations tooling
Define, track, and communicate KPIs covering service performance, workload trends, and customer impact
Use data and insight to identify patterns and drive targeted improvement initiatives, including automation and standardisation

Leadership & Team Development

Lead and develop senior Support and Operations leaders
Build clear accountability, capability, and succession within the organisation
Foster a calm, customer-oriented, solution-focused culture, particularly in high-pressure situations

Strategy Enablement & Stakeholder Partnership

Provide senior leadership with clear operational insight and recommendations
Ensure customer feedback and operational data inform product and service evolution
Contribute to longer-term support and operations strategy as the business scales

About YouYou are a proven senior leader in Support, Operations, or Service Delivery, comfortable operating in complex, enterprise technology environments.You bring:

Experience building, scaling, or transforming support and operations functions
Strong command of SLAs, escalation frameworks, and incident management
A data-driven mindset, using KPIs and performance insight to drive decisions
Credibility as a senior interface between customers and internal teams
The ability to lead leaders, develop successors, and build high-performing teams
A calm, structured approach in high-pressure or critical situations
Fluency in English is essential

Experience in regulated or complex industries (such as energy, utilities, or telecoms), regional operating models, and operational automation is advantageous.Why Join Hansen?

Take ownership of a critical regional operation with real customer impact
Influence how a global technology provider delivers at scale in the Nordics
Work in a values-driven organisation that prioritises trust, accountability, and teamwork
Play a key role in shaping the future of support and operations as the business grows

We are proud to be an equal opportunities employer. Hansen prides itself on celebrating diversity and are committed to creating an inclusive environment for all employees, even extending this to how we work with our customers, partners and suppliers. We welcome applications from all qualified candidates, regardless of age, disability, gender identity or expression, marital status, race, ethnicity, religion or belief, sexual orientation, or any other protected characteristic. If you require any adjustments or accommodations during the recruitment process, please let us know.

Hansen Technologies

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