Employee Experience IT Lead

at  Spectrum Safety Solutions

LOCATION: VANTAA, FINLAND

With approximately 1,400 employees operating in more than 20 countries, Spectrum Safety Solutions is a global leader in fire detection and suppression solutions for high-hazard applications across verticals such as critical infrastructure, oil and gas, marine and clean energy. Our global team leverages strong customer relationships across four recognized brands, Det-Tronics, Marioff, Autronica, and Fireye, to deliver differentiated lifecycle solutions and advance growth across key segments.
We have an exciting opportunity for a highly motivated individual to join our new Enterprise Core IT team and take a role in building our new standalone IT infrastructure and processes. As the Employee Experience IT Lead, you will impact the success of the company and ensure the growth of the business.
We are seeking an experienced professional to lead the designing, implementing, and optimizing our end-user IT support functions — including Servicedesk, On-site Support, and End User Computing (EUC) — to deliver a seamless digital employee experience. This is a key role in establishing a new, greenfield IT service management framework as our organization continues to separate from Carrier Corporation. The successful candidate will lead the creation of relevant IT processes from the ground up, driving efficient and productive support for all employees.

EXPERIENCE & EDUCATION:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field; advanced degree preferred.
• 5+ years of experience in IT support or end-user services, with 2+ years in a management role, ideally in a company undergoing divestiture, merger, or similar transformation.
• Proven experience in designing and implementing ITSM frameworks, including deploying ITSM tools and processes in a greenfield environment.
• Deep understanding of IT service management frameworks (e.g., ITIL) with hands-on experience in setting up ITSM processes from the ground up.
• Strong technical and strategic skills in Servicedesk, On-site Support, and EUC, with familiarity in the latest ITSM tools and best practices.
• Ability to lead and inspire teams, drive employee satisfaction, and build an IT support culture centered on user experience.
• Excellent project management skills, with the ability to prioritize tasks, manage resources, and deliver results on time and within budget.
• Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders at all levels of the organization.
• Relevant certifications are desirable.
• Familiar with Agile principles and SCRUM techniques

Employee Experience & Engagement

• Engage employees to understand their needs and expectations through surveys, focus groups, and interactions to ensure IT services meet their needs.
• Design communication strategies to proactively inform employees of relevant updates, system changes, and service enhancements

ITSM Implementation & Process Establishment

• Lead the design, deployment, and management of a new IT Service Management (ITSM) framework as the foundation for our standalone organization’s IT support functions.
• Establish core ITSM processes—including Incident, Problem, Change, and Asset Management—that align with best practices and create a positive employee experience.
• Collaborate with stakeholders to define SLAs, KPIs, and success metrics that drive operational excellence and high user satisfaction.
• Evaluate and implement ITSM software that supports scalability, efficiency, and a streamlined user experience.

Service Excellence & Optimization

• Develop, lead, and manage all aspects of the Servicedesk, On-site Support, and EUC teams, with a strong focus on employee satisfaction and experience.
• Drive the continuous improvement of end-user support processes, reducing disruptions and optimizing workflows to enhance employee productivity in the new IT environment.
• Set clear SLAs and KPIs that align with strategic business objectives and foster a high-quality IT support experience for all employees.
• Manage and control all budgetary activity related to your responsibility area

End-User Technology Strategy

• Shape the end-user technology strategy, selecting tools and platforms that support a seamless, secure, and engaging experience for employees.
• Actively identify, evaluate, and introduce innovative solutions to streamline processes and drive continuous improvement.
• Work with IT and cross-functional teams to ensure that IT infrastructure and security practices meet organizational needs while enhancing the employee experience.

Employee Experience & Engagement

• Engage employees to understand their needs and expectations through surveys, focus groups, and interactions to ensure IT services meet their needs.
• Design communication strategies to proactively inform employees of relevant updates, system changes, and service enhancements.

Incident & Problem Management

• Lead incident and problem management processes, prioritizing quick, effective resolutions that minimize business impact.
• Conduct root cause analysis for recurring issues, implementing long-term solutions to prevent disruptions.
• Develop a comprehensive knowledge base to facilitate self-service options and streamline support.

Team Leadership & Development

• Manage, mentor, and develop a high-performing IT support team, with a focus on delivering employee-centered service.
• Build and implement training programs to ensure the team is well-equipped for current and emerging technologies in the new ITSM framework.

Vendor & Stakeholder Management

• Work with vendors to secure support tools, negotiate contracts, and define SLAs to align external services with our ITSM and employee experience goals.
• Collaborate closely with HR and other stakeholders to design and implement IT processes that support a seamless transition and a productive employee experience.