Head of Industry Consumer Services (ICS) in Sweden. In ICS TSM we service the customers from sectors: Telecom, Manufacturing, Forest, Retail, Logistics, Energy and Media. My direct-reports are director's, each heading up the industry teams where the executives and managers from each customer team report. Measured on country P&L, customer satisfaction, new logos and organic growth on existing business.

Delivery Director at Tieto, leading teams that deliver services to our customers in Retail, Logistics, Telecom, Media and Energy in Sweden. Responsible for delivery operations and measured on P&L, customer and employee satisfaction and part of the leadership team.

Responsible for HP ES Infrastructure Outsourcing in Norway, Sweden and Denmark - Leading and managing a team of 15 Account Delivery Executives and Account Delivery Managers that is responsible for our outsourcing customers. I’m also people manager for a delivery team based in China (21 persons). In my role I also meet the clients in the region and act as the escalation point for service issues. I’m measured on the profitability and revenue for all accounts in the region.

An ADE executes successful seamless end to end service, transformation and project delivery to HP Enterprise Services customer to meet contractual requirements including SLAs. An ADE is measured on the ability to deliver services at the lowest possible cost, improve productivity, and support and contribute to growth opportunities in services. He drives transformation of the client environment to deliver higher value through cost effectively maximizing use of a standard HP product set and compliant with ITIL processes. Manages overall delivery costs and capital for account across capabilities and organizations (best shore and onshore) ensuring expenses are in line with budget

An Account Delivery Manager owns and manages smaller or parts of larger outsourcing contracts. You are messured on SLA performance, customer satisfaction and cost of delivery and you are also responsible for managing the delivery teams from an operational level to support the contracted services.

Each Service Tower at HP has a responsible person for the service. The Delivery lead provides each account team, for each customer, information about the delivery as well as handles any escalations for that tower. As a DL you have the following responsibilities:-Support and coach team on business topics (technical issues, processes) -Ensure quality of delivery (green for operational excellence and customer)-Process ownership: definition and improvement of ITIL processes -Linkage to other HP organizations-Acceptance for Production of new services

An Incident Manager owns and handles all high priority tickets within the support organisation. Incident Management takes ownership of the problem and notifies customers using three different ways: Mail, Text and Web. A high priority ticket could be anything with a major impact on business, such as entire sites being cut off (priority one) or a critical financial application that is not accessible (priority two). You are also responsible for the creation of root cause analysis reports. This is a report where the identified process and technical issues of a high severity problem is listed. Preventative actions are assigned to each issue and continuously followed up until implemented by the service providers. Finally as an incident manager you also act as the escalation point for internal issues and escalations from the business.

Answer questions about routines and applications that are included in a helpdesk analyst’s scope. Participate in day-to-day business and handle the more challenging requests, acting as a coach for the helpdesk. Documenting new applications to be supported and take responsibility for training the helpdesk. Also responsible for establishing a work relationship with the service providers and setup contact details. A senior helpdesk analyst is also responsible for the support web (SWAP) for the helpdesk. SWAP is kept updated on a daily basis. Finally, a senior analyst interacts with the teamleader, highlighting problems with the support and any required training for helpdesk agents. This includes training and hiring new agents for the helpdesk.

Helpdesk analyst for Ericsson DCP Global Helpdesk in Lund. Calls from UK, Holland, Malaysia and Sweden. Firstline support for DIS, RDP and other E-business applications. Supporting Ericsson users with IT related questions via phone and mail. A helpdesk analyst solves about 90% of all incoming questions directly over the phone, only dispatching requests that must be dealt with onsite or that requires special resources to be solved.