Escalation Manager

Om jobbet

Would you like to join a team passionate about transformation and steering into a new future? Do you thrive on progress, effective operations, and coaching others to achieve efficiency? If so, this might be the role for you!

I'm Kenneth Cekestrand, leading the Control and Security Operation Center Escalation Management Team at Telia. At Escalation Management, we work rotationally, ensuring round-the-clock operations to provide a solid customer experience. My team and I are looking for an Escalation Manager who combines a passion for technology, economy, business, and customer relationships with the ability to prioritize and manage time-sensitive situations effectively.

What you'll do:

You will play a key role in improving operational quality and driving customer and stakeholder satisfaction. This role is central to our Control Center operations, with a direct impact on our Nordic, Baltic, and international areas.

Your responsibilities will include coordinating and controlling process performance, providing disturbance notifications, and managing crises and escalations. You will also develop routines, document processes, and act according to the Service Lifecycle and Service Assurance Process flow, both proactively and in real time. By collaborating closely with other units, you will help improve customer experience and strengthen external relationships.

What will help you thrive in this role:

You are an independent and driven professional who takes full ownership of your responsibilities while thriving in an inclusive team environment. You have a passion for improving customer experience and creating a customer-focused environment. You analyze and plan initiatives aligned with organizational strategies, considering the broader implications. Your leadership skills demonstrate curiosity and a drive to create new perspectives and ideas. You understand business strategies and priorities, planning accordingly to achieve goals. You excel at simplifying complex challenges and fostering collaboration within teams. You also ensure business ethics and compliance with company policies, contributing to a positive and ethical work environment.

Your Skills and Experience:

• A background in Customer Service, IT, Telecoms, or Mobile services.
• A university degree in a relevant field or equivalent education.
• Proven ability to analyze and plan initiatives aligned with organizational strategies.
• Strong communication skills in English and Swedish.
• Good understanding of the importance of delivering under time-critical conditions.
  

Join us to shape smarter living for people, businesses, and the planet

At Telia, we're a team of 15 000 colleagues across the Nordics and Baltics, passionate about technology and connectivity. As a Leading Telecommunications Operator & Climate Leader, we drive change with large-scale, impactful projects while building a sustainable, inclusive world.

Here, you can grow your skills, lead meaningful projects, and thrive in a supportive, diverse environment. Whether you're taking your first step or your next, Telia is a place to grow, belong, and make a real impact.

What we offer

When you join us, you'll receive a comprehensive benefits package tailored to your local market, opportunities for remote work, and more. You'll also have the chance to earn a bonus based on your performance and Telia's results.

Ready to make better happen?

We look forward to receiving your application by2026-02-04. Please note that we might close the position earlier if we find the right candidate, so don't wait too long to apply!

If you're selected for the next stage, you'll be contacted by ourTalent Acquisition Partner. Background and reference checks will be part of the process.

Want to know more about this role? Please reach out to me atkenneth.cekestrand@teliacompany.com.

Equal opportunities

At Telia, we recognize talent byprofessional skills and growth potential.We champion diversity, ensuring every individual's needs are met, regardless of disability, gender, age, nationality, sexual orientation, or social status. Together, we're dedicated to fostering an inclusive work environment whereyour uniqueness is our strength.

Join us and let's make better happen - together!