Agil coach - Lediga jobb

Company description:

Scandinavian Airlines System SAS

Job description: Challenges you will work on:

At SAS, strong partnerships are essential to delivering reliable and secure technology services. As Operational Vendor Manager, you will ensure that our strategic IT suppliers not only meet contractual commitments but consistently deliver the service quality our business depends on. This role focuses on what happens after an agreement is in place. Working closely with suppliers, Service Owners, and internal stakeholders, you will drive service performance, operational accountability, continuous improvement, and effective governance across the vendor landscape. You will combine relationship management, operational oversight, and data-driven decision-making to ensure suppliers consistently deliver against agreed service commitments while supporting SAS' ambitions for operational excellence. 

Your responsibilities include: 

• Own the operational relationship with assigned strategic IT vendors and act as the primary Service Management of contact for service delivery performance. 
• Translate SLAs, service commitments, and operational obligations into effective day-to-day governance and measurable outcomes. 
• Lead regular service reviews covering performance, incidents, risks, resilience, capacity, and improvement initiatives. 
• Monitor vendor KPIs, SLA performance, service credits, and improvement plan to drive accountability and service quality. 
• Challenge underperformance and ensure recovery plans, actions, and improvements are delivered and followed through. 
• Ensure vendors actively participate in Incident, Problem, Change, and Continuity Management processes. 
• Drive follow-up of Root Cause Analysis activities and recurring service issues to support long-term service stability. 
• Identify operational risks, dependencies, and capability gaps across the vendor landscape, escalating where appropriate. 
• Support Service Owners with performance insights, operational improvements, and decision-making material. 
• Partner with Procurement and Contract Owners by providing operational performance data to support sourcing, renewals, and commercial discussions. 
• Support onboarding new suppliers into SAS processes, governance frameworks, and ways of working. 
• Develop vendor performance reporting and dashboards using ServiceNow and other relevant data sources. 
• Drive continuous improvement by encouraging suppliers to contribute automation, resilience, efficiency, and service quality enhancements. 

The Team

You will be part of the Service Management organization and work closely with Service Owners, IT Service Management leadership, and teams across Infrastructure, Cloud, Networks, Workplace Services, Cybersecurity, and Applications. The role also involves close collaboration with Procurement, Contract Owners, Finance, and strategic technology suppliers, creating strong partnerships that support both operational performance and long-term service quality. As SAS continues to strengthen its digital and operational capabilities, effective vendor management plays an increasingly important role in ensuring reliable, secure, and business-focused IT services. 

To be successful we believe you have

• Experience in IT Service Delivery, Supplier Management, or Operational Vendor Management within a complex enterprise environment. 
• Proven ability to manage supplier performance through KPIs, SLAs, governance forums, improvement plans, and stakeholder engagement. 
• Solid understanding of ITIL practices and how suppliers contribute to Incident, Problem, Change, and Service Level Management. 
• Commercial awareness and the ability to interpret contracts and service commitments while maintaining a focus on operational outcomes. 
• Strong analytical skills and the ability to translate service data into meaningful insights and actions. 
• Strong communication, influencing, stakeholder management, and relationship-building skills. 
• Experience working with ServiceNow and multi-vendor or outsourced IT environments. 
• Experience from aviation, transportation, or other 24/7 mission-critical environments are considered an advantage. 
• A collaborative and proactive mindset, with a passion for continuous improvement and service excellence. 
• The ability to build trust, create alignment, and drive positive outcomes across internal teams, suppliers, and partners. 

Additional information

• Apply by: 16/09/2026. We review applications continuously, so please send us your CV as soon as you can. The role may be filled before the deadline.  
• Start and scope: Full-time role, starting with a 6-month probation period.  
• Location: This position is based in Stockholm or Copenhagen. This is mainly an onsite role, with some flexibility for remote work depending on the agreement with your manager.  
• Security: As this role is security classified, a background check will be part of the final stage of the recruitment process.  

If you have any questions about the role, please contact Jarno Putta, Head of Service Management, at jarno.putta@sas.se. Please note that, due to GDPR, we can’t accept applications by email. 

Zynca is building an ecosystem of recruiting and matching products, aiming to become the world's #1 choice for candidates and recruiters who are hungry for an 🔥 extraordinary product experience. While 🦕 other companies are releasing convoluted systems with broken features and frustrating interfaces, we are investing our hearts and souls into making sure that Zynca is taking care of everything for you, through smart automations and a world-class user experience that 🌟 simplifies every aspect of your work. In Q3 2026 Zynca will significantly scale up customer acquisition. To prepare for this, we're looking for the next person to take ownership of a core part of the company. 🚀 Customer Success Manager As our first dedicated Customer Success Manager, you will own the full customer relationship after the sale: onboarding, support, adoption, feedback, renewals and making sure customers get real value from Zynca. This is not a support-only role. It is a company-building role for someone who wants to define how Zynca takes care of customers as we scale. 🎯 The right fit We believe that the right fit for this role has worked close to customers before, probably in SaaS, digital products, recruitment, staffing, HR tech or another service-heavy environment where relationships, speed and trust matter. You understand how to onboard customers, solve problems, explain product value and turn daily customer conversations into useful input for product and sales. You are structured enough to own the customer lifecycle from onboarding to renewal, but hands-on enough to jump into support, write materials and presentations, host meetings, follow up on issues, write clear customer communication and make sure nothing falls between the cracks. You like being close to the customer, and you care about whether the product actually makes their work easier. 💡 About the role What you'll be doing: Own the customer experience after a contract is signed Onboard new customers and make sure they get started properly Act as the first point of contact for customer questions and support Follow up on usage, adoption and customer satisfaction Help customers get more value from Zynca over time Own renewals and reduce the risk of churn Collect customer feedback and turn it into clear input for product, sales and leadership Build the routines, processes and communication needed before we scale customer acquisition 🥳 Company culture You will join a senior, hands-on company where people are expected to think, challenge, take responsibility and move things forward without waiting for permission. We work closely across product, sales and customer work. Feedback is direct, decisions are made quickly, and everyone is expected to care about the full customer experience, not just their own area. Because this is our first dedicated Customer Success role, you will have a real opportunity to shape how Zynca works. 🎉 Interested? Does this sound like the right role for you? If so, don't hesitate to apply! We'd love to hear from you!

Öppen för alla Vi fokuserar på din kompetens, inte dina övriga förutsättningar. Vi är öppna för att anpassa rollen eller arbetsplatsen efter dina behov.

Company description:

Scandinavian Airlines System SAS

Job description: Challenges you will work on:

At SAS, strong partnerships are essential to delivering reliable and secure technology services. As Operational Vendor Manager, you will ensure that our strategic IT suppliers not only meet contractual commitments but consistently deliver the service quality our business depends on. This role focuses on what happens after an agreement is in place. Working closely with suppliers, Service Owners, and internal stakeholders, you will drive service performance, operational accountability, continuous improvement, and effective governance across the vendor landscape. You will combine relationship management, operational oversight, and data-driven decision-making to ensure suppliers consistently deliver against agreed service commitments while supporting SAS' ambitions for operational excellence. 

Your responsibilities include: 

• Own the operational relationship with assigned strategic IT vendors and act as the primary Service Management of contact for service delivery performance. 
• Translate SLAs, service commitments, and operational obligations into effective day-to-day governance and measurable outcomes. 
• Lead regular service reviews covering performance, incidents, risks, resilience, capacity, and improvement initiatives. 
• Monitor vendor KPIs, SLA performance, service credits, and improvement plan to drive accountability and service quality. 
• Challenge underperformance and ensure recovery plans, actions, and improvements are delivered and followed through. 
• Ensure vendors actively participate in Incident, Problem, Change, and Continuity Management processes. 
• Drive follow-up of Root Cause Analysis activities and recurring service issues to support long-term service stability. 
• Identify operational risks, dependencies, and capability gaps across the vendor landscape, escalating where appropriate. 
• Support Service Owners with performance insights, operational improvements, and decision-making material. 
• Partner with Procurement and Contract Owners by providing operational performance data to support sourcing, renewals, and commercial discussions. 
• Support onboarding new suppliers into SAS processes, governance frameworks, and ways of working. 
• Develop vendor performance reporting and dashboards using ServiceNow and other relevant data sources. 
• Drive continuous improvement by encouraging suppliers to contribute automation, resilience, efficiency, and service quality enhancements. 

The Team

You will be part of the Service Management organization and work closely with Service Owners, IT Service Management leadership, and teams across Infrastructure, Cloud, Networks, Workplace Services, Cybersecurity, and Applications. The role also involves close collaboration with Procurement, Contract Owners, Finance, and strategic technology suppliers, creating strong partnerships that support both operational performance and long-term service quality. As SAS continues to strengthen its digital and operational capabilities, effective vendor management plays an increasingly important role in ensuring reliable, secure, and business-focused IT services. 

To be successful we believe you have

• Experience in IT Service Delivery, Supplier Management, or Operational Vendor Management within a complex enterprise environment. 
• Proven ability to manage supplier performance through KPIs, SLAs, governance forums, improvement plans, and stakeholder engagement. 
• Solid understanding of ITIL practices and how suppliers contribute to Incident, Problem, Change, and Service Level Management. 
• Commercial awareness and the ability to interpret contracts and service commitments while maintaining a focus on operational outcomes. 
• Strong analytical skills and the ability to translate service data into meaningful insights and actions. 
• Strong communication, influencing, stakeholder management, and relationship-building skills. 
• Experience working with ServiceNow and multi-vendor or outsourced IT environments. 
• Experience from aviation, transportation, or other 24/7 mission-critical environments are considered an advantage. 
• A collaborative and proactive mindset, with a passion for continuous improvement and service excellence. 
• The ability to build trust, create alignment, and drive positive outcomes across internal teams, suppliers, and partners. 

Additional information

• Apply by: 16/09/2026. We review applications continuously, so please send us your CV as soon as you can. The role may be filled before the deadline.  
• Start and scope: Full-time role, starting with a 6-month probation period.  
• Location: This position is based in Stockholm or Copenhagen. This is mainly an onsite role, with some flexibility for remote work depending on the agreement with your manager.  
• Security: As this role is security classified, a background check will be part of the final stage of the recruitment process.  

If you have any questions about the role, please contact Jarno Putta, Head of Service Management, at jarno.putta@sas.se. Please note that, due to GDPR, we can’t accept applications by email. 

Company description:

Scandinavian Airlines System SAS

Job description: Challenges you will work on:

 

Some roles prevent disruption before it happens. Others take charge when it does. As Incident Manager at SAS, you will coordinate the response to major IT incidents, helping restore critical services while keeping stakeholders informed and operations moving. You will act as the central point of coordination during major incidents, bringing together technical teams, suppliers, and business stakeholders to manage critical situations effectively. In a fast-paced and business-critical environment, you will help minimize disruption, support operational stability, and drive continuous improvement across incident management processes. Success in this role requires a calm, structured, and collaborative approach, with the ability to make informed decisions and communicate clearly under pressure. 

 

Your responsibilities include: 

• Lead and coordinate the response to major IT incidents until services are restored and stabilized. 
• Assess business impact and urgency, ensuring the right technical teams and suppliers are engaged quickly. 
• Facilitate incident bridges and coordinate actions, escalations, decisions, and communications throughout the incident lifecycle. 
• Maintain focus on service restoration while supporting investigation, workaround, and recovery activities. 
• Provide timely and audience-appropriate communication to business stakeholders, operational teams, and IT leadership. 
• Escalate incidents to senior leadership, suppliers, and external partners when required. 
• Ensure that incident records, timelines, decisions, and communications are accurately maintained in ServiceNow. 
• Drive effective handover to Problem Management and support Root Cause Analysis and post-incident reviews. 
• Monitor incident trends, recurring issues, and response performance to identify opportunities for improvement. 
• Develop and maintain incident playbooks, communication templates, readiness exercises, and operational procedures. 
• Contribute to strengthening SAS’ incident response capabilities and service management practices.

 

The Team

You will be part of the Service Management organization and work closely with Service Desk, IT Operations, Infrastructure, Cloud, Network, Cybersecurity, and Application teams. The role involves extensive collaboration with Service Owners, Product Owners, business stakeholders, technology suppliers, and operational functions across SAS. Together, you will help ensure that critical services remain available, resilient, and capable of supporting business-critical airline operations. As SAS continues to strengthen its operational service management capabilities, effective incident management plays an increasingly important role in delivering stable and reliable technology services. 

 

To be successful we believe you have

 

• Experience managing incidents in a large, complex, and business-critical IT environment. 
• Strong understanding of ITIL Incident Management, with working knowledge of Problem Management and Change Management. 
• Experience coordinating multiple technical teams and suppliers during high-pressure situations. 
• Excellent communication skills, including the ability to provide clear updates to both technical teams and senior stakeholders. 
• The ability to make structured decisions with incomplete information and remain calm during operational disruptions. 
• Experience working with ServiceNow or a similar IT Service Management platform. 
• Experience from aviation, transportation, or other 24/7 mission-critical environments is considered an advantage. 
• Strong stakeholder management, facilitation, and collaboration skills. 
• A proactive mindset with a passion for continuous improvement and operational excellence. 
• ITIL certification, or equivalent practical experience, is considered an advantage. 

Our Culture at SAS

At SAS, we are dedicated to caring for each other, delighting our travelers, and driving the transformation towards sustainable aviation. As a future colleague on our team, you'll join a culture where we work collaboratively towards common goals, recognize each other's contributions, and celebrate successes. Our focus is on safe, sustainable, and punctual execution, and we are committed to protecting our planet while transforming SAS for the future. This is an empowering workplace where you can thrive, grow, and take ownership of your work. Join us at SAS and be part of shaping the future of aviation!  

 

Come and fly with us! 

 

Additional information

 

• Apply by: 16/09/2026. We review applications continuously, so please send us your CV as soon as you can. The role may be filled before the deadline.  
• Start and scope: Full-time role, starting with a 6-month probation period.  
• Location: This position is based in Stockholm or Copenhagen. This is mainly an onsite role, with some flexibility for remote work depending on the agreement with your manager.  
• Security: As this role is security classified, a background check will be part of the final stage of the recruitment process.  

 

If you have any questions about the role, please contact Jarno Putta, Head of Service Management, at jarno.putta@sas.se. Please note that, due to GDPR, we can’t accept applications by email.  

Zynca is building an ecosystem of recruiting and matching products, aiming to become the world's #1 choice for candidates and recruiters who are hungry for an 🔥 extraordinary product experience. While 🦕 other companies are releasing convoluted systems with broken features and frustrating interfaces, we are investing our hearts and souls into making sure that Zynca is taking care of everything for you, through smart automations and a world-class user experience that 🌟 simplifies every aspect of your work. In Q3 2026 Zynca will significantly scale up customer acquisition. To prepare for this, we're looking for the next person to take ownership of a core part of the company. 🚀 Customer Success Manager As our first dedicated Customer Success Manager, you will own the full customer relationship after the sale: onboarding, support, adoption, feedback, renewals and making sure customers get real value from Zynca. This is not a support-only role. It is a company-building role for someone who wants to define how Zynca takes care of customers as we scale. 🎯 The right fit We believe that the right fit for this role has worked close to customers before, probably in SaaS, digital products, recruitment, staffing, HR tech or another service-heavy environment where relationships, speed and trust matter. You understand how to onboard customers, solve problems, explain product value and turn daily customer conversations into useful input for product and sales. You are structured enough to own the customer lifecycle from onboarding to renewal, but hands-on enough to jump into support, write materials and presentations, host meetings, follow up on issues, write clear customer communication and make sure nothing falls between the cracks. You like being close to the customer, and you care about whether the product actually makes their work easier. 💡 About the role What you'll be doing: Own the customer experience after a contract is signed Onboard new customers and make sure they get started properly Act as the first point of contact for customer questions and support Follow up on usage, adoption and customer satisfaction Help customers get more value from Zynca over time Own renewals and reduce the risk of churn Collect customer feedback and turn it into clear input for product, sales and leadership Build the routines, processes and communication needed before we scale customer acquisition 🥳 Company culture You will join a senior, hands-on company where people are expected to think, challenge, take responsibility and move things forward without waiting for permission. We work closely across product, sales and customer work. Feedback is direct, decisions are made quickly, and everyone is expected to care about the full customer experience, not just their own area. Because this is our first dedicated Customer Success role, you will have a real opportunity to shape how Zynca works. 🎉 Interested? Does this sound like the right role for you? If so, don't hesitate to apply! We'd love to hear from you!

Öppen för alla Vi fokuserar på din kompetens, inte dina övriga förutsättningar. Vi är öppna för att anpassa rollen eller arbetsplatsen efter dina behov.

Company description:

Scandinavian Airlines System SAS

Job description: Challenges you will work on:

At SAS, strong partnerships are essential to delivering reliable and secure technology services. As Operational Vendor Manager, you will ensure that our strategic IT suppliers not only meet contractual commitments but consistently deliver the service quality our business depends on. This role focuses on what happens after an agreement is in place. Working closely with suppliers, Service Owners, and internal stakeholders, you will drive service performance, operational accountability, continuous improvement, and effective governance across the vendor landscape. You will combine relationship management, operational oversight, and data-driven decision-making to ensure suppliers consistently deliver against agreed service commitments while supporting SAS' ambitions for operational excellence. 

Your responsibilities include: 

• Own the operational relationship with assigned strategic IT vendors and act as the primary Service Management of contact for service delivery performance. 
• Translate SLAs, service commitments, and operational obligations into effective day-to-day governance and measurable outcomes. 
• Lead regular service reviews covering performance, incidents, risks, resilience, capacity, and improvement initiatives. 
• Monitor vendor KPIs, SLA performance, service credits, and improvement plan to drive accountability and service quality. 
• Challenge underperformance and ensure recovery plans, actions, and improvements are delivered and followed through. 
• Ensure vendors actively participate in Incident, Problem, Change, and Continuity Management processes. 
• Drive follow-up of Root Cause Analysis activities and recurring service issues to support long-term service stability. 
• Identify operational risks, dependencies, and capability gaps across the vendor landscape, escalating where appropriate. 
• Support Service Owners with performance insights, operational improvements, and decision-making material. 
• Partner with Procurement and Contract Owners by providing operational performance data to support sourcing, renewals, and commercial discussions. 
• Support onboarding new suppliers into SAS processes, governance frameworks, and ways of working. 
• Develop vendor performance reporting and dashboards using ServiceNow and other relevant data sources. 
• Drive continuous improvement by encouraging suppliers to contribute automation, resilience, efficiency, and service quality enhancements. 

The Team

You will be part of the Service Management organization and work closely with Service Owners, IT Service Management leadership, and teams across Infrastructure, Cloud, Networks, Workplace Services, Cybersecurity, and Applications. The role also involves close collaboration with Procurement, Contract Owners, Finance, and strategic technology suppliers, creating strong partnerships that support both operational performance and long-term service quality. As SAS continues to strengthen its digital and operational capabilities, effective vendor management plays an increasingly important role in ensuring reliable, secure, and business-focused IT services. 

To be successful we believe you have

• Experience in IT Service Delivery, Supplier Management, or Operational Vendor Management within a complex enterprise environment. 
• Proven ability to manage supplier performance through KPIs, SLAs, governance forums, improvement plans, and stakeholder engagement. 
• Solid understanding of ITIL practices and how suppliers contribute to Incident, Problem, Change, and Service Level Management. 
• Commercial awareness and the ability to interpret contracts and service commitments while maintaining a focus on operational outcomes. 
• Strong analytical skills and the ability to translate service data into meaningful insights and actions. 
• Strong communication, influencing, stakeholder management, and relationship-building skills. 
• Experience working with ServiceNow and multi-vendor or outsourced IT environments. 
• Experience from aviation, transportation, or other 24/7 mission-critical environments are considered an advantage. 
• A collaborative and proactive mindset, with a passion for continuous improvement and service excellence. 
• The ability to build trust, create alignment, and drive positive outcomes across internal teams, suppliers, and partners. 

Additional information

• Apply by: 16/09/2026. We review applications continuously, so please send us your CV as soon as you can. The role may be filled before the deadline.  
• Start and scope: Full-time role, starting with a 6-month probation period.  
• Location: This position is based in Stockholm or Copenhagen. This is mainly an onsite role, with some flexibility for remote work depending on the agreement with your manager.  
• Security: As this role is security classified, a background check will be part of the final stage of the recruitment process.  

If you have any questions about the role, please contact Jarno Putta, Head of Service Management, at jarno.putta@sas.se. Please note that, due to GDPR, we can’t accept applications by email. 

Company description:

Scandinavian Airlines System SAS

Job description: Challenges you will work on:

 

Some roles prevent disruption before it happens. Others take charge when it does. As Incident Manager at SAS, you will coordinate the response to major IT incidents, helping restore critical services while keeping stakeholders informed and operations moving. You will act as the central point of coordination during major incidents, bringing together technical teams, suppliers, and business stakeholders to manage critical situations effectively. In a fast-paced and business-critical environment, you will help minimize disruption, support operational stability, and drive continuous improvement across incident management processes. Success in this role requires a calm, structured, and collaborative approach, with the ability to make informed decisions and communicate clearly under pressure. 

 

Your responsibilities include: 

• Lead and coordinate the response to major IT incidents until services are restored and stabilized. 
• Assess business impact and urgency, ensuring the right technical teams and suppliers are engaged quickly. 
• Facilitate incident bridges and coordinate actions, escalations, decisions, and communications throughout the incident lifecycle. 
• Maintain focus on service restoration while supporting investigation, workaround, and recovery activities. 
• Provide timely and audience-appropriate communication to business stakeholders, operational teams, and IT leadership. 
• Escalate incidents to senior leadership, suppliers, and external partners when required. 
• Ensure that incident records, timelines, decisions, and communications are accurately maintained in ServiceNow. 
• Drive effective handover to Problem Management and support Root Cause Analysis and post-incident reviews. 
• Monitor incident trends, recurring issues, and response performance to identify opportunities for improvement. 
• Develop and maintain incident playbooks, communication templates, readiness exercises, and operational procedures. 
• Contribute to strengthening SAS’ incident response capabilities and service management practices.

 

The Team

You will be part of the Service Management organization and work closely with Service Desk, IT Operations, Infrastructure, Cloud, Network, Cybersecurity, and Application teams. The role involves extensive collaboration with Service Owners, Product Owners, business stakeholders, technology suppliers, and operational functions across SAS. Together, you will help ensure that critical services remain available, resilient, and capable of supporting business-critical airline operations. As SAS continues to strengthen its operational service management capabilities, effective incident management plays an increasingly important role in delivering stable and reliable technology services. 

 

To be successful we believe you have

 

• Experience managing incidents in a large, complex, and business-critical IT environment. 
• Strong understanding of ITIL Incident Management, with working knowledge of Problem Management and Change Management. 
• Experience coordinating multiple technical teams and suppliers during high-pressure situations. 
• Excellent communication skills, including the ability to provide clear updates to both technical teams and senior stakeholders. 
• The ability to make structured decisions with incomplete information and remain calm during operational disruptions. 
• Experience working with ServiceNow or a similar IT Service Management platform. 
• Experience from aviation, transportation, or other 24/7 mission-critical environments is considered an advantage. 
• Strong stakeholder management, facilitation, and collaboration skills. 
• A proactive mindset with a passion for continuous improvement and operational excellence. 
• ITIL certification, or equivalent practical experience, is considered an advantage. 

Our Culture at SAS

At SAS, we are dedicated to caring for each other, delighting our travelers, and driving the transformation towards sustainable aviation. As a future colleague on our team, you'll join a culture where we work collaboratively towards common goals, recognize each other's contributions, and celebrate successes. Our focus is on safe, sustainable, and punctual execution, and we are committed to protecting our planet while transforming SAS for the future. This is an empowering workplace where you can thrive, grow, and take ownership of your work. Join us at SAS and be part of shaping the future of aviation!  

 

Come and fly with us! 

 

Additional information

 

• Apply by: 16/09/2026. We review applications continuously, so please send us your CV as soon as you can. The role may be filled before the deadline.  
• Start and scope: Full-time role, starting with a 6-month probation period.  
• Location: This position is based in Stockholm or Copenhagen. This is mainly an onsite role, with some flexibility for remote work depending on the agreement with your manager.  
• Security: As this role is security classified, a background check will be part of the final stage of the recruitment process.  

 

If you have any questions about the role, please contact Jarno Putta, Head of Service Management, at jarno.putta@sas.se. Please note that, due to GDPR, we can’t accept applications by email.  

Zynca is building an ecosystem of recruiting and matching products, aiming to become the world's #1 choice for candidates and recruiters who are hungry for an 🔥 extraordinary product experience. While 🦕 other companies are releasing convoluted systems with broken features and frustrating interfaces, we are investing our hearts and souls into making sure that Zynca is taking care of everything for you, through smart automations and a world-class user experience that 🌟 simplifies every aspect of your work. In Q3 2026 Zynca will significantly scale up customer acquisition. To prepare for this, we're looking for the next person to take ownership of a core part of the company. 🚀 Customer Success Manager As our first dedicated Customer Success Manager, you will own the full customer relationship after the sale: onboarding, support, adoption, feedback, renewals and making sure customers get real value from Zynca. This is not a support-only role. It is a company-building role for someone who wants to define how Zynca takes care of customers as we scale. 🎯 The right fit We believe that the right fit for this role has worked close to customers before, probably in SaaS, digital products, recruitment, staffing, HR tech or another service-heavy environment where relationships, speed and trust matter. You understand how to onboard customers, solve problems, explain product value and turn daily customer conversations into useful input for product and sales. You are structured enough to own the customer lifecycle from onboarding to renewal, but hands-on enough to jump into support, write materials and presentations, host meetings, follow up on issues, write clear customer communication and make sure nothing falls between the cracks. You like being close to the customer, and you care about whether the product actually makes their work easier. 💡 About the role What you'll be doing: Own the customer experience after a contract is signed Onboard new customers and make sure they get started properly Act as the first point of contact for customer questions and support Follow up on usage, adoption and customer satisfaction Help customers get more value from Zynca over time Own renewals and reduce the risk of churn Collect customer feedback and turn it into clear input for product, sales and leadership Build the routines, processes and communication needed before we scale customer acquisition 🥳 Company culture You will join a senior, hands-on company where people are expected to think, challenge, take responsibility and move things forward without waiting for permission. We work closely across product, sales and customer work. Feedback is direct, decisions are made quickly, and everyone is expected to care about the full customer experience, not just their own area. Because this is our first dedicated Customer Success role, you will have a real opportunity to shape how Zynca works. 🎉 Interested? Does this sound like the right role for you? If so, don't hesitate to apply! We'd love to hear from you!

Öppen för alla Vi fokuserar på din kompetens, inte dina övriga förutsättningar. Vi är öppna för att anpassa rollen eller arbetsplatsen efter dina behov.

Company description:

Scandinavian Airlines System SAS

Job description: Challenges you will work on:

At SAS, strong partnerships are essential to delivering reliable and secure technology services. As Operational Vendor Manager, you will ensure that our strategic IT suppliers not only meet contractual commitments but consistently deliver the service quality our business depends on. This role focuses on what happens after an agreement is in place. Working closely with suppliers, Service Owners, and internal stakeholders, you will drive service performance, operational accountability, continuous improvement, and effective governance across the vendor landscape. You will combine relationship management, operational oversight, and data-driven decision-making to ensure suppliers consistently deliver against agreed service commitments while supporting SAS' ambitions for operational excellence. 

Your responsibilities include: 

• Own the operational relationship with assigned strategic IT vendors and act as the primary Service Management of contact for service delivery performance. 
• Translate SLAs, service commitments, and operational obligations into effective day-to-day governance and measurable outcomes. 
• Lead regular service reviews covering performance, incidents, risks, resilience, capacity, and improvement initiatives. 
• Monitor vendor KPIs, SLA performance, service credits, and improvement plan to drive accountability and service quality. 
• Challenge underperformance and ensure recovery plans, actions, and improvements are delivered and followed through. 
• Ensure vendors actively participate in Incident, Problem, Change, and Continuity Management processes. 
• Drive follow-up of Root Cause Analysis activities and recurring service issues to support long-term service stability. 
• Identify operational risks, dependencies, and capability gaps across the vendor landscape, escalating where appropriate. 
• Support Service Owners with performance insights, operational improvements, and decision-making material. 
• Partner with Procurement and Contract Owners by providing operational performance data to support sourcing, renewals, and commercial discussions. 
• Support onboarding new suppliers into SAS processes, governance frameworks, and ways of working. 
• Develop vendor performance reporting and dashboards using ServiceNow and other relevant data sources. 
• Drive continuous improvement by encouraging suppliers to contribute automation, resilience, efficiency, and service quality enhancements. 

The Team

You will be part of the Service Management organization and work closely with Service Owners, IT Service Management leadership, and teams across Infrastructure, Cloud, Networks, Workplace Services, Cybersecurity, and Applications. The role also involves close collaboration with Procurement, Contract Owners, Finance, and strategic technology suppliers, creating strong partnerships that support both operational performance and long-term service quality. As SAS continues to strengthen its digital and operational capabilities, effective vendor management plays an increasingly important role in ensuring reliable, secure, and business-focused IT services. 

To be successful we believe you have

• Experience in IT Service Delivery, Supplier Management, or Operational Vendor Management within a complex enterprise environment. 
• Proven ability to manage supplier performance through KPIs, SLAs, governance forums, improvement plans, and stakeholder engagement. 
• Solid understanding of ITIL practices and how suppliers contribute to Incident, Problem, Change, and Service Level Management. 
• Commercial awareness and the ability to interpret contracts and service commitments while maintaining a focus on operational outcomes. 
• Strong analytical skills and the ability to translate service data into meaningful insights and actions. 
• Strong communication, influencing, stakeholder management, and relationship-building skills. 
• Experience working with ServiceNow and multi-vendor or outsourced IT environments. 
• Experience from aviation, transportation, or other 24/7 mission-critical environments are considered an advantage. 
• A collaborative and proactive mindset, with a passion for continuous improvement and service excellence. 
• The ability to build trust, create alignment, and drive positive outcomes across internal teams, suppliers, and partners. 

Additional information

• Apply by: 16/09/2026. We review applications continuously, so please send us your CV as soon as you can. The role may be filled before the deadline.  
• Start and scope: Full-time role, starting with a 6-month probation period.  
• Location: This position is based in Stockholm or Copenhagen. This is mainly an onsite role, with some flexibility for remote work depending on the agreement with your manager.  
• Security: As this role is security classified, a background check will be part of the final stage of the recruitment process.  

If you have any questions about the role, please contact Jarno Putta, Head of Service Management, at jarno.putta@sas.se. Please note that, due to GDPR, we can’t accept applications by email. 

Company description:

Scandinavian Airlines System SAS

Job description: Challenges you will work on:

 

Some roles prevent disruption before it happens. Others take charge when it does. As Incident Manager at SAS, you will coordinate the response to major IT incidents, helping restore critical services while keeping stakeholders informed and operations moving. You will act as the central point of coordination during major incidents, bringing together technical teams, suppliers, and business stakeholders to manage critical situations effectively. In a fast-paced and business-critical environment, you will help minimize disruption, support operational stability, and drive continuous improvement across incident management processes. Success in this role requires a calm, structured, and collaborative approach, with the ability to make informed decisions and communicate clearly under pressure. 

 

Your responsibilities include: 

• Lead and coordinate the response to major IT incidents until services are restored and stabilized. 
• Assess business impact and urgency, ensuring the right technical teams and suppliers are engaged quickly. 
• Facilitate incident bridges and coordinate actions, escalations, decisions, and communications throughout the incident lifecycle. 
• Maintain focus on service restoration while supporting investigation, workaround, and recovery activities. 
• Provide timely and audience-appropriate communication to business stakeholders, operational teams, and IT leadership. 
• Escalate incidents to senior leadership, suppliers, and external partners when required. 
• Ensure that incident records, timelines, decisions, and communications are accurately maintained in ServiceNow. 
• Drive effective handover to Problem Management and support Root Cause Analysis and post-incident reviews. 
• Monitor incident trends, recurring issues, and response performance to identify opportunities for improvement. 
• Develop and maintain incident playbooks, communication templates, readiness exercises, and operational procedures. 
• Contribute to strengthening SAS’ incident response capabilities and service management practices.

 

The Team

You will be part of the Service Management organization and work closely with Service Desk, IT Operations, Infrastructure, Cloud, Network, Cybersecurity, and Application teams. The role involves extensive collaboration with Service Owners, Product Owners, business stakeholders, technology suppliers, and operational functions across SAS. Together, you will help ensure that critical services remain available, resilient, and capable of supporting business-critical airline operations. As SAS continues to strengthen its operational service management capabilities, effective incident management plays an increasingly important role in delivering stable and reliable technology services. 

 

To be successful we believe you have

 

• Experience managing incidents in a large, complex, and business-critical IT environment. 
• Strong understanding of ITIL Incident Management, with working knowledge of Problem Management and Change Management. 
• Experience coordinating multiple technical teams and suppliers during high-pressure situations. 
• Excellent communication skills, including the ability to provide clear updates to both technical teams and senior stakeholders. 
• The ability to make structured decisions with incomplete information and remain calm during operational disruptions. 
• Experience working with ServiceNow or a similar IT Service Management platform. 
• Experience from aviation, transportation, or other 24/7 mission-critical environments is considered an advantage. 
• Strong stakeholder management, facilitation, and collaboration skills. 
• A proactive mindset with a passion for continuous improvement and operational excellence. 
• ITIL certification, or equivalent practical experience, is considered an advantage. 

Our Culture at SAS

At SAS, we are dedicated to caring for each other, delighting our travelers, and driving the transformation towards sustainable aviation. As a future colleague on our team, you'll join a culture where we work collaboratively towards common goals, recognize each other's contributions, and celebrate successes. Our focus is on safe, sustainable, and punctual execution, and we are committed to protecting our planet while transforming SAS for the future. This is an empowering workplace where you can thrive, grow, and take ownership of your work. Join us at SAS and be part of shaping the future of aviation!  

 

Come and fly with us! 

 

Additional information

 

• Apply by: 16/09/2026. We review applications continuously, so please send us your CV as soon as you can. The role may be filled before the deadline.  
• Start and scope: Full-time role, starting with a 6-month probation period.  
• Location: This position is based in Stockholm or Copenhagen. This is mainly an onsite role, with some flexibility for remote work depending on the agreement with your manager.  
• Security: As this role is security classified, a background check will be part of the final stage of the recruitment process.  

 

If you have any questions about the role, please contact Jarno Putta, Head of Service Management, at jarno.putta@sas.se. Please note that, due to GDPR, we can’t accept applications by email.