We are looking for a Service Manager to take ownership of selected continuous service customers, including business development, operations and profitability.

About the role

• Oversee the planning, execution, and delivery of continuous services for named customers

• Identify and implement opportunities for improvement and innovation in our service delivery processes, tools, and methodologies

• Ensure customer satisfaction and retention by building strong relationships, providing proactive communication, and delivering value-added solutions – our current customer NPS is 83!

• Monitor and report on the performance, utilization, and profitability of the service delivery team, using data-driven insights and best practices

• Provide coaching, mentoring, and feedback to the service delivery team members, fostering a culture of learning, collaboration, and excellence

You’ll be successful in this role if you:

• Have previous service manager experience: ensuring services are produced according to the customer’s needs and acting as a link between the customer and the internal team

• Have professional background and experience in ITIL/ITSM
  • ITIL certifications are considered as a plus

• Are fluent in Finnish and English, both written and spoken. Our company language is English, but as most of our key clients are in Finland the communication with them is in Finnish

• Master excellent communication, presentation, and interpersonal skills, with the ability to communicate effectively with customers, stakeholders, and colleagues

• Are passionate about technology, innovation, and Customer Success, with a continuous learning mindset and a willingness to share knowledge with others

• Have understanding over the Microsoft ecosystem (Microsoft Power Platform or related technologies is seen as a plus), and even better if you are experienced and/or interested in hustling around data

• Have relevant educational background is a plus; bachelor's degree or higher in computer science, engineering, business administration, or related field

• You need to have a valid Finnish working permit (no relocation support or services available).

Want to know more about what we have actually built? Check out our App Gallery!

Get familiarised with our team HERE and Forward Forever as a work place HERE.

You will be part of our Continuous Services team with 5 fellow service master minds including 1 Service Manager colleague.

What to expect from the recruitment process:

• Application period 25.8.-14.9.2025

• First meeting with Henri, Head of Services, and Poola, People & Culture

• Second meeting with potential future colleagues

• Preferred starting date according to agreement but hopefully as soon as possible

Any changes to the process will be updated to the applicants.

What we offer:

• A great work home – last measured eNPS was 77!

• A caring employer where we focus on impact and thriving together – who also supports with continuous learning

• Supportive, balanced and collaborative work environment & a culture which is built on trust

• Flexible working hours and location (no mandatory office days)

• Comprehensive company benefits including an additional extra health insurance

Our salary model offers levels based on skills and taking ownership. Your compensation will be discussed during the recruitment process based on the salary model. We strive to be an organization where everyone is supported to grow and can advance in their career. Expected compensation can be within the range of 4500-5500 €/month.

We are looking forward to hearing from you! Please send your resume and application letter by the latest on 14.9.2025. We will not just wait for the application period to hit its deadline and neither should you! We will go through the applications already during the application period and fill the position as soon as we find the right person.

If you have any questions about the role or the recruitment process, feel free to reach out to Poola, poola.isomaki@forwardforever.com. Please note that we use emails as part of our communication so double check that you have added an email address that you follow regularly.

Let’s change the game, together!