ITSM Process and Tool Manager —

As ITSM Process and Tool manager in Arelion, you will be accountable for effective ITSM processes and an ITSM platform that enable consistent incident, problem, change, and request management. The role aligns process governance, tool configuration, integrations, access, reporting, and continual improvement to reliable service delivery and evolving business needs.

Arelion operates a complex IT environment consisting of a DC/IaaS hybrid running a variety of applications, both COTS and in-house developed. We depend on highly skilled people in Arelion and within our support partners to be able to follow efficient processes every day to keep lights. They need the best possible tooling to join forces to solve incidents, investigate complex problems, and handle planned changes. This is where the ITSM Process and Tool manager can make a big difference. You will take over a working foundation, govern it over time, and improve to facilitate even better collaboration and increase efficiency.

Skills & requirements

• At least five years of relevant IT service, operations, support, or ITSM experience in a managed-service environment
• Strong practical knowledge of ITIL processes and experience delivering service quality within an ITIL framework
• Experience administering and configuring ITSM platforms, including workflows, access roles, integrations, dashboards, and reports
• Understanding of IT infrastructure, operating systems, AWS, data centre technologies, VMware, CMDB, monitoring, and asset-management concepts
• Strong written and spoken English, stakeholder communication, vendor coordination, planning, organisation, and structured problem-solving
• Bachelor’s degree or equivalent experience, with ITIL Foundation certification beneficial

Job responsibilities

• Govern and improve Incident, Problem, Change, and Request Management processes within the ITIL framework
• Maintain and configure the ITSM platform to support approved service-management processes and workflows
• Align forms, workflows, dashboards, and reports with organisational and stakeholder needs
• Manage platform roles, permissions, and access controls for secure and appropriate use
• Coordinate integration of the ITSM platform with monitoring, CMDB, asset-management, event/alarm sources, and other relevant systems
• Monitor process and tool performance, service-level compliance, and data quality, and address identified issues
• Collaborate with infrastructure, application, engineering, support, service-delivery, and supplier stakeholders
• Maintain clear process, configuration, and operating documentation
• Identify and implement opportunities to simplify, standardise, and optimise IT service management

Job benefits

• Annual performance based bonus
• ATK (work time shortening). 4.69 hours added to a time bank every month. Can be used to take part of day or full day off.
• Holiday Allowance: 30 days
• Wellness contribution. You can be reimbursed for up to 3 000 SEK a calendar year for massage and exercise-related expenses.
• Pension plan ITP1. More information available online at collectum.se

Please note that certain positions are subject to background screening.

Why work at Arelion?

Equal Opportunity Employer

We celebrate diversity and respect everyone’s uniqueness, regardless of gender, nationality, ethnicity, religion, age, sexual orientation, disability, or personality.

Diverse Workplace

We foster a richer and more inclusive environment that encourages a safe base, from which to explore, challenge and grow.

Health & Wellbeing

We strive for a healthier and happier workplace by providing support services such as our Employee Assistance Program.

Work-life balance approach

We empower our people to better balance their personal and professional lives, improving overall wellbeing and job satisfaction.

Hybrid Workspace

We offer a hybrid workplace approach, providing greater choice to our employees about where, when, and how they work.

About us —

Arelion is a privately owned global connectivity provider supporting enterprises, digital platforms and service providers around the world. Our network has been built and refined over more than 30 years, and our backbone now spans 80,000+ km across Europe, North America and Asia, connecting customers in 129 countries. Built with a consistent architecture and direct interconnection to major clouds, data centers and exchange points, it supports stable performance and predictable outcomes across a wide range of use cases. Combined with experienced teams, clear accountability and responsive support, we help customers operate with confidence and scale without disruption.