Solution Manager

Do you want to take a key role in developing our technological backbone that drives operational excellence and empowers our front line to provide world-class customer experience?We are looking for two Solution Managers. One will be responsible for the Order to cash -Solutions and one for Customer Interactions - Solutions.

Digital Customer Offering (DCO) is a business function within Fortum Consumer Solutions, where business and technology come together. At DCO, we create superior digital offerings and experiences for our 2,4 million consumer and enterprise customers. We innovate and find new ways to digitalize our offerings and processes. We collaborate closely with our stakeholders and external partners. Through cross-functional collaboration, agility and sustainability focus, we strive to make our customers’ increasingly digital lives easier with our services. We serve clients in the Nordics as well as Poland and Spain. 

We are looking for a talented and passionate Solution Manager to drive our contact center digitalization opportunities and manage solutions lifecycle. In this role you will join our newly formed Nordic Customer Solutions unit! The team is responsible for enabling our contact centers with world-class solutions, managing the technology roadmap and delivering future proof capabilities to our business stakeholders.

In this role, you will:
Own the end-to-end responsibility of solutions during their lifecycle in order to gain business and customer value.

• Overall responsibility of development life-cycles of solutions according to business and customer needs​
• Close collaboration with business stakeholders, designers and architects to capture, define and prioritize needs and propose sustainable solutions
• Understand business processes and connect business requirements with functional capabilities of the solution
• Responsible for creating roadmap that takes into account strategic alignment and business value with the solution's life cycle
• Proactively improving processes and ways of working to gain cost savings and customer centricity​
• Fostering a culture of continuous improvement
• Promote awareness of selected solutions within the organization. Ensure relevant stakeholders are engaged in ongoing development​ and business value realization
• Identifying opportunities for innovation​
• Own part of IT landscape & budget from solution perspective​
• Ensure high quality and user success

We are looking for two Solution Managers. One will be responsible for the Order to cash -Solutions and one for Customer Interactions - Solutions.

To excel in this role, you are expected to have:

• A master's degree or equivalent​ and relevant work experience in IT
• At least 5 years of development experience and a successful track record in leading step change initiatives in an operational environment.
• Previous experience and good understanding of contact center environment and enablers
• Strategic thinking and the ability to bridge business goals with technological solutions
• Strong project management and stakeholder management skills
• Experience in agile ways of working and design thinking
• Excellent leadership, communication and collaboration skills ​
• Proficient in English written and verbal.​
• Travelling is required

Ready to Join Us?
Don't miss out on this exciting opportunity! Submit your application by 17.03.2025 at the latest.We work with an ongoing selection and the job ad might be closed before the final application date.If you have any questions or would like to learn more about the position, feel free to reach out to Alexandra Rossi via email at alexandra.rossi@fortum.com. We're here to help and look forward to hearing from you!

To be selected for the position, the applicant must go through background clearance and a health examination including drug testing.

We are Fortum
Fortum is a Nordic energy company. Our purpose is to power a world where people, businesses and nature thrive together. We are one of the cleanest energy producers in Europe and our actions are guided by our ambitious environmental targets. We generate and deliver clean energy reliably and help industries to decarbonise their processes and grow. Our core operations in the Nordics comprise of efficient, CO2-free power generation as well as reliable supply of electricity and district heat to private and business customers. For our ~5 000 employees, we commit to be a safe, and inspiring workplace. Fortum's share is listed on Nasdaq Helsinki. fortum.com