Senior Manager, Capability Enablement
Fortum
Europe, Poland, Gdańsk
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Salary
Rank
Senior Manager
Responsibility
Process Roles
Scope
Global
Workplace
Hybrid
Functions
Customer Service
Finance
HR
Reports to
Level
N-3
Travel Max:
5%
Posting Date
05-04-2025
Description
This is an exciting opportunity for individuals looking to make a significant impact within a dynamic, fast-paced global environment. As a Senior Manager, you will play a critical role in improving customer satisfaction, driving employee engagement, and shaping the future of our global FPS operations. You will work closely with the leadership team, Delivery Leads, and various stakeholders to ensure excellent service delivery and enhance end-user support across all interactions.
Key Responsibilities
- Advocate for the customer’s perspective, ensuring it is represented in key forums such as performance management, service delivery model changes, and scope expansion.
- Own and define the end-user support framework, collaborating with delivery teams to manage operational requests (e.g., incidents), ensuring timely submission, tracking, escalation, and resolution.
- Develop and implement stakeholder collaboration models that positively impact FPS’s image and strengthen relationships across teams.
- Drive employee engagement and experience development activities, working alongside Delivery Leads, Development teams, Site Leads, and HR to enhance the employee experience.
- Contribute to the transformation of Fortum’s Financial and Operational Procurement Services, ensuring annual deliverables are met and driving forward development initiatives.
- Help strengthen the FPS organization’s image by identifying and leading change initiatives that positively impact both the employee and customer experience.
Qualification & Requirements
- A Master’s degree or equivalent competences, with at least 7 years of relevant work experience (e.g., consulting, finance, customer care).
- Strong experience in collaborating within an international environment, with the ability to build and lead concepts and engage others through active communication.
- In-depth knowledge of financial or business shared services processes and technologies. Experience with ServiceNow is a plus.
- Proven track record of driving change initiatives that impact employee engagement and customer satisfaction.
- Self-driven, with excellent influencing and communication skills, and the ability to effectively engage stakeholders at all levels within the organization.
- Fluency in English, both spoken and written.
Benefits
- An exciting role with the opportunity to shape the future of global FPS service delivery.
- A collaborative and dynamic work environment where you’ll work alongside experienced professionals and make a meaningful impact.
- The opportunity to play a key role in the transformation of Fortum’s Financial and Operational Procurement processes and services.
- The role is based in Gdańsk, Poland, with hybrid working options and some travel required.
Company Profile
Fortum
Industry
Utilities
Revenue
$1.16B
Employees
5,594
Fortune 500 Rank
#450
Global 500 Rank
#56
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