Senior Service Delivery Manager

The forest is at the heart of Stora Enso, and we believe that everything made from fossil-based materials today can be made from a tree tomorrow. We are the leading provider of renewable products in packaging, biomaterials, and wooden construction, and one of the largest private forest owners in the world. Stora Enso has approximately 19,000 employees.

This is your chance work at the intersection of sustainability, innovation, and profitability, contributing to digital solutions that deliver impactful business performance. Everyday.

We are looking for a Senior Service Delivery Manager to join Stora Enso's global IT starting as soon as possible.

Your team is part of the IT Operations and Digital Workplace team focusing on "Creating an empowering digital workplace that enhances the user experience and aligns IT capabilities with evolving business needs and strategic goals". You will be reporting to the Head of IT Operations and Digital Workplace.

You will be located in our office in Ostrava, Czechia.

Stora Enso is currently transitioning towards a global IT proactively partnering up with our business colleagues to drive growth with every project and every line of code. We build on a digital core to deliver what our business and customers need most. Your role will be critical in this shift, as we embed AI, automation, and data-driven governance into the fabric of the organization.

Purpose

Stora Enso is currently transitioning towards a global IT proactively partnering up with our business colleagues to define and deliver outstanding services building on a digital core. As a Senior Service Delivery Manager, your role will be critical in this shift, as we embed AI, automation, and data-driven governance into the fabric of the organization. You'll ensure our critical, often outsourced, IT services run efficiently at world-class performance levels, while proactively designing the next generation of our service portfolio.

Your responsibilities

Service: Software Asset & License Optimisation Management

• Be fully accountable for the efficiency and end-to-end delivery of Software Asset & License Optimisation, ensuring all operational standards are met by every participating party and technical solutions are aligned.

• Define, monitor, and rigorously review service performance through SLAs and KPIs that are aligned with industry standards and critical business objectives.

• Conduct and lead regular, constructive service and performance review meetings with key partners and vendors to ensure accountability and drive continuous service improvement.

• Effectively manage multiple complex stakeholders and coordinate across internal teams and vendors to ensure service delivery aligns with the broader Stora Enso strategic perspective.

• Swiftly escalate and ensure the effective resolution of service issues with both partners, vendors and internal stakeholders to minimise business impact.

• Ensure Software Asset & License Optimisation services consistently adhere to existing guidelines, documentation, and regulatory standards.

• Ensure the sustained capability (competence, ecosystem, processes) is in place to deliver reliable, high-quality, and cost-efficient services.

• Serve as the responsible contract owner, managing commercial modifications, strategic improvements, and aligning vendor agreements with the Stora Enso IT Strategy and strategic vendor management guidelines.

• Proactively manage all risks related to service delivery continuity and vendor performance, ensuring business resilience.

• Oversee the lifecycle of software assets and licences, ensuring optimal utilisation, compliance, and cost-effectiveness.

• Maintain accurate records and reporting for all software assets, entitlements, and usage, supporting audits and internal controls.

• Collaborate with internal stakeholders (IT, Finance, Procurement, Security, Business Units) to ensure alignment with business needs and strategic priorities.

• Identify and drive opportunities for cost optimisation, risk reduction, and process improvement in software asset and licence management.

• Stay informed of relevant regulatory, vendor, and industry changes, proactively adapting service delivery as needed.

• Demonstrate Accountability for outcomes, Agility in adapting to change, Ambition in driving service excellence, and Alignment with Stora Enso's strategic objectives in all activities.

What you bring

• Bring genuine enthusiasm for driving positive change and a proactive commitment to continuous improvement and embracing new ways of working.

• Possess deep expertise and proven leadership experience with IT Service Management practices, specifically including Service Design and Service Management across the lifecycle.

• Demonstrate a proven track record in leading and successfully managing complex, critical service delivery portfolios.

• Hold a comprehensive understanding of the interconnected IT ecosystem and the underlying architecture related to the managed services.

• Exhibit expert-level skills in managing, negotiating, and driving performance from third-party IT service providers.

• Be proficient in managing complex commercial IT contracts, ensuring value realization and compliance.

• Possess advanced skills in identifying, analysing, and mitigating risks related to service provision and operational stability.

• Understand and actively integrate best practices, including emerging technologies like AI and automation, to continuously enhance service models.

• Command strong verbal and written communication skills to articulate complex technical and service issues clearly to diverse audiences.

• Demonstrate exceptional skill in stakeholder interaction, relationship building, and influencing outcomes across functional boundaries.

• Excel at resolving complex incidents and problems, consistently identifying underlying root causes and driving permanent improvements.

• Possess strong negotiation skills to achieve optimal outcomes in vendor negotiations and internal resource discussions.

• Maintain good insights into the business needs and operational processes to ensure services truly enable business outcomes.

We offer

You will be part of our diverse working culture which supports you in exploring new perspectives and developing professionally. You will contribute to a more sustainable world, as sustainability and innovation are at the core of our strategy. To keep you going safely, we support your physical and mental well-being.

• Career growth opportunities within an international organisation

• Access to modern technologies and digital tools

• Professional development opportunities

• Motivating additional benefits package

• Hybrid work options and flexible working hours

• Inspiring, sustainable, and innovation-driven work environment

Role specific opportunities/things that we offer:

• modern office in Ostrava in Organica building
• working in hybrid model set up – office/home office
• lunch cards
• commuting allowance
• cafeteria
• pension insurance up to 5% from monthly gross salary
• yearly bonus
• parking place

How can you apply for this role?

You can only submit your application to us by using our recruitment tool. As we are assessing our candidates on an ongoing basis, we hope to hear from you as soon as possible but at the latest on November 17th.

If you have any questions, please do not hesitate to contact Wendy Gibbs via email,

Our recruitment process could include pre-employment actions such as background, reference and health checks as well as a drug test.