Service Manager, ICT Infrastructure

Are you passionate about delivering great day-to-day digital experiences for employees while keeping services stable, cost‑efficient, and continuously improving? Join our Information Management (IM) organization as a Service Manager, ICT Infrastructure and take ownership of a defined set of infra services while also driving holistic governance across providers and stakeholders.

This is a full‑time position. You may be located in any of the Orion sites in Finland, UK, Belgium, France or India. We support a hybrid working model.

Responsibilities

• Manage and develop a defined set of ICT infrastructure services
• Lead cross‑provider service integration governance in the infrastructure area to ensure seamless delivery, clear responsibilities, and effective collaboration across suppliers and internal teams
• Manage service providers, contracts, and costs
• Lead contract negotiations in collaboration with Indirect Sourcing and Legal
• Manage supplier relationships for the infrastructure area, including performance management, service reviews, and continuous improvement initiatives
• Data driven service management: monitor and analyze service performance (SLAs, incidents, problems, changes, availability, customer feedback) and identify actions required to maintain or improve service levels
• Ensure service compliance with security, risk, and regulatory requirements, and support audits by providing evidence and reporting
• Provide transparent communication to stakeholders on service health, risks, and improvement progress

What You Can Expect From Us

At Orion Pharma, your work creates true impact and wellbeing for our customers, patients, and society at large. In this position, you help ensure that our people can collaborate, work securely, and stay productive every day. Our culture of friendliness, respect, mutual appreciation and diversity creates a safe working environment where you can strive for excellence. We offer a wealth of career paths and development opportunities that support innovation and improve quality of life. Please visit our website to find further information about our values and Orion Pharma as an employer:

What are we looking for?

• A proactive, collaborative, and ownership‑driven way of working
• Solid experience in IT Service Management within a complex enterprise environment
• Proven capability to manage service vendors, contracts, and costs, and to run structured service governance (service reviews, KPIs/SLAs/XLAs, continuous improvement)
• Experience in cross‑provider service integration and operating in a multi‑supplier environment
• Strong understanding of ITIL practices (incident, problem, change, service level, and supplier management) and how to apply them pragmatically
• Experience leading or contributing to contract negotiations and supplier relationship management
• Ability to analyze service performance data and turn insights into clear actions that maintain or improve service levels
• Fluency in English; Finnish is considered an advantage

Considered An Advantage

• Technical experience with ICT infrastructure platforms and modern collaboration ecosystems
• Understanding of security, risk, and compliance requirements relevant to ICT infrastructure in a regulated environment

Expected Outcomes For The First 18 Months Of Employment

• Successfully assumed responsibility for selected ICT infrastructure services
• Infrastructure service providers’ performance has been straightened out (e.g. backlogs are in control, SLAs are consistently met)
• Service management is fact‑based, data‑driven and automated as much as possible (e.g. AI agents)
• Cross‑provider service integration governance in the infrastructure area has been defined

Your new team

Information Management (IM) creates digital solutions to build the future. We support Orion Pharma’s business in achieving its strategic targets not only by ensuring the availability and security of IT services but also by constantly looking for new innovations and improvements to match the business needs in terms of business processes, digital, data and AI. End User Services is a key part of this mission, enabling smooth and secure everyday employee experience across locations and time zones. Our team is 100+ people strong, located in Espoo, Turku, Hanko, and Mumbai. In this position you will be part of the ICT Infrastructure team, which consists of 10 people in Finland. You will be reporting to Head of ICT Infrastructure Services.

Approved medical examination, including drug testing, is required prior to employment.