Head of IT Service Desk, Dometic

Solna, Stockholm, Sweden

“We will lead and transform our industry with a high degree of automation and seamless flow in all areas – sales, manufacturing, administration, logistics and product development. Digital is our business model and the way we do business”

Location: Solna, Stockholm, Sweden

Ref nr: AKME-287445

Application Deadline: Send us your application as soon as possible as we are continuously interviewing candidates in this assignment.

Sara Gustavsson



Digitalization will put new demands on our business and drives IT to become an important digital asset for business development and corporate efficiency. As Head of Service Desk at Dometic Group, you will help to support our business and translate business needs and requirements into IT capabilities and ways of working. You will recommend, guide and lead throughout the transformation towards a flexible, scalable and modern professional IT service environment.

Existing application landscape and many core processes within Dometic are today very fragmented and in many cases needs updating or harmonization. In order to be successful, you must feel comfortable in a global, fragmented and decentralized IT-landscape with historical limitations of IT governance.

About the role

  • Support the Head Office/Group Management with IT workplace related topics, e.g. printers, PC-clients, telephony, storage and projectors.
  • Coordination, establishment and maintenance of ITSM/ITIL processes e.g. Incident-, Problem- and Change Management.
  • Governance and maintenance of Global ITSM tool (Fresh Service) and related software/integrations.
  • Drive and deliver companywide IT Service Desk with resources on three different locations (EMEA/APAC/Americas).
  • Deliver on Service Levels and secure that Service Desk function is aligned with overall Dometic business priorities.
  • Own and drive Service Desk resource planning and availability/continuity over holidays and weekends etc.
  • This role reports to the Head of Global IT Infrastructure.
  • This role will collaborate with several other roles.

About you

You are experienced within IT Services Management (ITSM) and the ITIL v.3 framework. A service minded approach in combination with a passion and a mindset for over exceeding user expectations is essential to be successful in the role.

You are self-directed with a strong drive to achieve results. You are a strong team contributor and have experience from leading distributed or remotely located teams. The role is both operational “hands-on” in combination with strategic contributions for ways of working and service packaging.

It is a bonus if you have experience from establishing Service Desk capabilities from scratch.


  • A couple of years professional experience in IT or other relevant discipline.
  • Experience applying IT Service Management frameworks and tools, preferably with a foundation certificate in ITIL v3.
  • Extensive experience of desktop/application management, Office365, Active Directory management etc.
  • Experience with previous exposure to incident management, escalation procedures and related disciplines.
  • Bachelor’s degree in computer science, information systems or a related study (or equivalent project-related experience).

Knowledge and Skills

  • Presentation and facilitation skills.
  • Business domain and process understanding.
  • Knowledge of incident and problem analysis.
  • Ability to work under pressure.
  • Strong customer service orientation.
  • Highly self-motivated and directed with attention to detail.

Dometic is a global market leader in branded solutions for mobile living in the areas of Climate, Hygiene & Sanitation, Food & Beverage, Power & Control and Safety & Security. Dometic operates in the Americas, EMEA and Asia Pacific, providing products for use in recreational vehicles, trucks and premium cars, pleasure and workboats, and for a variety of other uses. Dometic offer products and solutions that enrich people’s experiences away from home, whether in a motorhome, caravan, boat or a truck. Our motivation is to create smart and reliable products with outstanding design. We operate 28 manufacturing/assembly sites in eleven countries, sell our products in approximately 100 countries and manufacture approximately 85% of products sold in-house. We have a global distribution and dealer network in place to serve the aftermarket. Dometic employs approximately 8,800 people worldwide, had net sales of SEK 14.0 billion in 2017

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