Senior Service Lead

About the Company At Avaron, you get the security of permanent employment combined with the variety of working at different customers. We place specialists across everything from tech, IT and industry to project management and business support – and whatever the assignment, you have a consultant manager who is there for you and your development. About the Role You will take a key operational leadership role in a complex, high-paced customer delivery where service quality, transparency and follow-up are central. This is a hands-on leadership position for someone who understands service operations in depth and is comfortable owning operational performance, service levels and customer confidence. You will work closely with customers, management and delivery teams, while collaborating with other leads who share responsibility for the overall delivery and experience. This is not primarily a project coordination role, but an opportunity to drive measurable improvements in a demanding service environment. Job Description You will lead the operational service delivery within your scope and act as a key interface towards the customer, management and delivery teams. You will own governance and follow-up of service levels, KPIs, operational quality, risks and improvement actions. You will analyse performance and deviations, identify trends and make sure corrective and preventive actions are driven through to completion. You will prepare and lead customer service reviews and management reporting with a clear, fact-based view of performance, risks and outlook. You will handle demanding customer discussions, including escalations, service-level deviations and detailed performance follow-up. You will turn complex operational information into clear conclusions around what happened, why it happened, the impact and the way forward. You will work closely with other leads, balancing ownership of your area with shared responsibility for the total delivery. You will drive continuous improvement in operational processes, ways of working, service quality and efficiency. You will lead through influence and create alignment across teams and stakeholders without relying on formal authority. Requirements 8+ years of experience from complex IT/service operations, technical service delivery or similar environments. Several years in a senior Service Lead, Service Delivery, Service Management or comparable leadership role. Strong hands-on understanding of production operations, incidents, problems, operational risks and service management. Proven experience with SLA and KPI management, including performance analysis, deviations, trends and improvement actions. Extensive experience producing and presenting customer and management-level operational reporting. Experience leading operational governance with demanding enterprise customers. Strong stakeholder management skills and the ability to challenge constructively when needed. Excellent communication skills and the ability to make complex topics clear, structured and concise. ITIL/service-management experience and a good understanding of modern DevOps/SRE environments. What We Offer Permanent employment at Avaron AB Occupational pension Wellness allowance of SEK 5,000 per year Application Selections are made on an ongoing basis – apply as soon as you can.