I oversee the full engineering lifecycle of Snow's enterprise software products, including Snow License Manager (Onprem) and SAM On Snow Atlas (SaaS), with fiscal responsibility. Additionally, I create and nurture a positive working environment with a strong performance culture, attracting and retaining top talent.Highlights of my achievements:• Collaborated closely with Product Management and operational functions to ensure predictably managed product deliveries resulting in secure, scalable, high-quality outcomes, delighting customers.• Led and developed an organisation of 7 Engineering Managers and 120 Engineers across Sweden, Canada, the UK, Poland, and Macedonia, focusing on delivering customer value through a culture of customer obsession and continuous improvement.• Contributed to the R&D Leadership team, playing a crucial role in defining departmental strategy aligned with core company values and adhering to Snow's Engineering principles.• Navigated several waves of organisational evolution and currently supporting the merger process with Flexera, following the acquisition of Snow Software in February 2024.• Successfully delivered and led the organisation through multiple phases of company evolution.

As a member of the Engineering leadership team, I actively contributed to enhancing our ways of working by implementing Agile/Scrum methodologies. I also played a key role in talent acquisition, recruiting top talent and evolving our recruitment process into a flow-based system.Highlights of my achievements:• Transformed the organisation into "Value Streams" to enhance efficiency and focus.• Supported the launch of the global SaaS offering, Snow Atlas, shifting from a focus on on-premises software by transitioning the organisation.

I led the establishment of a new Sustaining Engineering team within the R&D organization, dedicated to streamlining processes and optimizing workflows. As the application owner, administrator, and developer for the ServiceNow platform, I ensured robust support for engineering processes and team collaboration.Highlight of my achievements:• Fostered a culture of continuous improvement, adapting support systems to meet evolving R&D requirements and enhance team productivity.

Under my leadership, I reported directly to the Chief Customer Officer and supervised a team of direct reports, comprising two 2nd line managers, one 3rd line manager, a Global Knowledge Manager, and a Global Support Training Coach. Additionally, I provided indirect oversight for 30 staff members.Highlights of my achievements:• Directed the 2nd and 3rd line support, successfully managing processes, strategy, vision, Knowledge Management (KCS), and support operations.• Played a key role in the Global Customer Success management team, driving significant improvements and aligning strategies with company goals.

As a member of the Global Management team, I reported directly to the CEO. I spearheaded the hiring and onboarding process for a Global Process & Incident Manager. Additionally, I served as the application owner for the ServiceNow platform, ensuring continuous enhancement and alignment with business needs.Highlights of my achievements:• Expanded the Support organisation from 10 to 50 employees worldwide.• Designed and hired a new organisational structure with three local team managers in Solna and team managers in three hubs (US, EMEA, and APAC) for 1st and 2nd line support.• Implemented a customer-facing support portal, enhancing user experience and optimising support interactions.• Established an internal services portal, facilitating efficient access to company resources and tools.• Spearheaded a Customer Satisfaction (CSAT) initiative for improved customer satisfaction levels.• Oversaw the seamless integration of ServiceNow with the payroll system, TFS (bugs), and Salesforce.• Established the Global Support Process through several iterations.Developed and efficiently launched a Global Knowledge Management strategy (KCS), including the implementation of a Support portal and community.• Recruited and onboarded an Operations Manager to oversee day-to-day operations and a Chief Information Officer to lead strategic IT initiatives and drive digital transformation.• Built an effective communication framework for support operations, ensuring seamless collaboration and information flow.• Orchestrated the Support <-> Development Interlock, fostering synergy between the two departments for enhanced efficiency and effectiveness.• Initiated a Cloud-first strategy, overseeing the migration of on-premises mail to O365 and Active Directory to Azure.• Designed and implemented the organisational structure for support and operations, optimising workflows and accountability.

Leading the company's IT Outsourcing division, I governed the technical environment design and upheld service level compliance for a wide-ranging client base, spanning private and government sectors. Regularly conducting delivery follow-up meetings, I offered strategic counsel to enhance customer satisfaction and operational efficiency. Actively participating in the management team, I influenced company strategy, goals, and vision. Additionally, I oversaw internal IT and telephony transitions, including data center co-location, server virtualization with VMware, and telephony upgrades to IP-based PBX systems.Highlights of my achievements:• Managed sales and staff for 23 technical IT consultants, focusing on strategic competence planning and continuous recruitment.• Transitioned IT environment to the co-location data centre, optimising operational efficiency and reducing overhead costs.• Augmented communication services and boosted cost savings by negotiating new frame agreement for telephony and datacom.• Maintained partner relationships with consultant brokers and other partner companies, contributing to business development and upselling initiatives.

Established new business area; Service Desk.Centralized Service Desk for external Customers with processes based on ITIL.Management of Service Desk agents. Long term business relationshipsService level management and customer followups.

I developed and executed business plans, constantly monitoring performance and adjusting strategies to achieve objectives. Leading the business area management team, I fostered cross-functional collaboration and ensured alignment with organizational goals.Highlights of my achievements:• Chaired full financial responsibility for a budget of approximately $ 50M, ensuring efficient allocation of resources and achieving financial targets.• Directly supervise three department managers and two account managers (Stockholm and Malmö), providing leadership and guidance to drive performance and results.• Indirectly oversee 50 employees, fostering a positive and productive work environment.• Introduce collective agreements within the IT & Telecom sector, ensuring compliance with legal requirements and promoting fair labour practices.• Participated in the parent (Hifab) management team, contributing to overall company strategy and decision-making.

I managed operations and support services for multiple outsourcing clients at a Service Centre, prioritizing high-quality delivery and ensuring client satisfaction. Collaborating closely with sales teams, I aligned inquiries with available staff, initiating recruitment or subcontracting of additional support as required.Highlights of my achievements:• Guided a team comprising 6 Consultant Managers and approximately 60 consultants, fostering an environment of continuous improvement and professional growth.• Recruited and integrated new talent into the organisation, bolstering team expertise and service delivery capacity.• Achieved Microsoft Gold Certification, demonstrating a high level of competence and reflecting the company's commitment to excellence in technology services.• Introduced a new Support system -MMK, to streamline internal processes and improve client support.• Minimised the need for external subcontractor engagement by increasing team efficiency by strategically matching client inquiries to consultant skill sets.

IT-Consultant within Service & Support, Server operation and ITIL.Specialized in establishing new customer assignments

Hardware guarante service,Warranty service on Compaq/IBM/AST PC/serversTeam Lead - Order customizationCustom preparation of large orders of PC's / Servers