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Incident Manager / Service Desk Technician - Scandic Hotels Group, Stockholm (Office)

  • Applications are considered on a rolling basis
  • Stockholm
  • On-site
  • Applications are considered on a rolling basis
  • Stockholm
  • On-site

Scandic is the largest hotel operator in the Nordic region, with a network of around 280 hotels in six countries, comprising approximately 58 000 hotel rooms in operation and under development. Every day, over 19 000 employees work with a single goal in mind: to create great hotel experiences that make our guests want to return. We are in the midst of an exciting business transformation with a focus on new, digital opportunities to alter the way we work today and in the future. Our continuous commitment to sustainability is a part of our business model and embraces diversity and inclusion. At Scandic Group we are a multi-talented team collaborating to find solutions for our hotels, guests, and business to grow and to make a difference. Bring your culture, build ours.

The Role:
As part of our business transformation, we are strengthening our Service Desk department in Stockholm, helping Scandic’s employees (and sometimes guests) with IT, network, and system-related issues. We are seeking an Incident Manager to join our team and work approximately 50% with Incident Management and 50% with case handling as a Service Desk Technician.

As our Incident Manager, you will have the overall responsibility for overseeing the major incident process, ensuring its adherence and coordinating the handling of incidents related to our IT systems and services. Additionally, you will play a crucial role in communicating with stakeholders, documenting incidents and collaborating with various IT teams to resolve incidents effectively.

Main Activities:

  • Ensure a high level of customer service and support is provided to our colleagues and guests
  • Take ownership of the Major Incident process and ensure compliance
  • Educate team members in incident management process
  • Continuously improve and develop the incident management process
  • Communicate incident status and actions to relevant users, teams and management
  • Thoroughly document incidents, including causes, actions taken and recovery processes for future reference and improvement
  • Collaborate with different IT departments and specialist to efficiently resolve incidents

Work with great people

Helena Blomberg
Call Centre Manager
"I get great opportunities for development and do it together with lovely colleagues."
Oscar Brehmer
Communication Manager
"At Scandic I can truly be myself. Scandic has a caring culture with competent people who will happily learn from each other."

Skills & Requirements

Experiences you bring and share with us:

  • Experience working in a technical support function/Service Desk
  • Proficiency in ServiceNow case handling system
  • Strong understanding of IT infrastructure, systems and network to effectively manage and coordinate incident resolution
  • Education in IT Service Management and ITIL certification is highly advantageous
  • Previous experience working with incident Management
  • Full working proficiency in Swedish and English


  • Excellent communication skills and ability to collaborate with different teams and stakeholders
  • Problem-solving attitude and a passion for structure and documentation
  • High level of learnability and adaptability to agile ways of working
  • Demonstrates a "can do" approach, showing initiative and a proactive attitude towards challenges and tasks


This is a full-time employment. You will be part of Group IT, a European function even though we have most of our presence in the Nordics. We have a warm and friendly approach and love welcoming new members to our team.

All applications will be processed continuously, so please apply as soon as possible. Great emphasis will be placed on personal qualities.

If you have ambitions to develop, we will give you the opportunity to grow in your role. The development opportunities within our organization are endless. We are looking forward to welcoming you to Scandic!

Great Place to Work

  • Professional and personal development

  • Partner discounts

  • Family & Friends discounts

  • Discounts when eating, drinking & staying with us

  • Flexible office working hours

  • Competitive pension scheme

About the company

We know that we reach further when we assent to our differences. At Scandic we want you to be yourself and develop in the direction you want to go, with the foundation of safe conditions and fair agreements. Bring your experiences, engagement and your way of thinking – contribute to a culture where we genuinely care about each other, our guests and our planet. Welcome to Scandic.

Do you share our values?


Visste du att...TOM

TOM...uppmuntrar alla att göra skillnad för miljön och att det var en av våra kollegor inom housekeeping som kom på idén om ”häng-upp-handduken”.

TOM...i Sverige blivit rankad som besöksnäringens mest attraktiva arbetsgivare flera år i rad, i Visitas årliga undersökning.

TOM... bara serverar kaffe som serveras är ekologiskt och Fairtrade eller UTZ-certifierat.

TOM...tack vare vårt stora miljöengagemang, blivit rankad som branschens mest hållbara arbetsgivare elva år i rad, av Sustainable Brand Index.

TOM...under 2014 inledde ett samarbete med organisationen Real Stars, centrerat kring ”Fair Sex”, dvs. arbete mot människo- och sexhandel.

Did you know that...TOM

TOM... Scandic was the first hotel chain to ask our guests to re-use their towels. Today, the hang-up-your-towel concept is standard at hotels around the world.

TOM... More than 4 out of 5 of our hotels are eco-labelled and the proportion is growing all the time.

TOM... we only serve coffee that is ecologic, and FairTrade or UTZ-certified.

TOM...thanks to our engagement in sustainability matters we have been named the most sustainable brand in the hotel industry, eleven years in a row, by Sustainable Brand Index.

Michaela Liljedahl | Contact Person

I'm interested
Scandic Hotels Group

Stockholm | On-site
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