Location: Espoo, Finland | Onsite | Senior Leadership Role
Build the Operational Backbone for Exceptional Customer ExperienceHansen is a global provider of mission‑critical software and services to the energy, water, and communications industries. Our platforms sit at the heart of how customers bill, serve, and engage their end‑users — making reliability, trust, and operational excellence non‑negotiable.
We are now seeking a Head of Support & Operations – Nordics to lead and scale our regional support and operational functions, ensuring a consistently high‑quality, predictable, and customer‑centric service experience across the Nordic market.
The Opportunity
This is a senior operational leadership role with direct influence over customer experience, service reliability, and the organisation’s ability to scale sustainably.
As the central operational interface between customers and internal teams, you will own the regional support operating model — from service standards and SLAs through to escalation management, performance insight, and continuous improvement. Your mandate is clear: create a support and operations function that is resilient, data‑driven, and trusted by customers and internal stakeholders alike.
Why This Role Matters
The Head of Support & Operations plays a critical role in shaping how customers experience Hansen every day.
By strengthening operational foundations, improving visibility through KPIs and service data, and reducing reactive escalations, you will directly influence:
- Customer satisfaction, trust, and retention
- Service predictability and reliability
- The organisation’s ability to scale without compromising quality
This is not a “keep the lights on” role — it is about building an operation that delivers long‑term value to both customers and the business.
What You’ll Be Responsible For
Support & Service Delivery
- Own and evolve the Nordic support operating model, including service standards, SLAs, escalation paths, and governance
- Act as the senior escalation owner for complex, high‑impact customer issues
- Drive a proactive service culture that reduces repeat issues and preventable escalations
Operations & Reliability
- Oversee the operational frameworks that underpin stable, reliable service delivery
- Partner closely with Product, Engineering, Delivery, and Account teams to reduce friction and improve outcomes
- Strengthen operational resilience through structured incident management and review
Process, Tools & Performance
- Own the regional approach to support and operations tooling
- Define, track, and communicate KPIs covering service performance, workload trends, and customer impact
- Use data and insight to identify patterns and drive targeted improvement initiatives, including automation and standardisation
Leadership & Team Development
- Lead and develop senior Support and Operations leaders
- Build clear accountability, capability, and succession within the organisation
- Foster a calm, customer‑oriented, solution‑focused culture, particularly in high‑pressure situations
Strategy Enablement & Stakeholder Partnership
- Provide senior leadership with clear operational insight and recommendations
- Ensure customer feedback and operational data inform product and service evolution
- Contribute to longer‑term support and operations strategy as the business scales
About You
You are a proven senior leader in Support, Operations, or Service Delivery, comfortable operating in complex, enterprise technology environments.
You bring:
- Experience building, scaling, or transforming support and operations functions
- Strong command of SLAs, escalation frameworks, and incident management
- A data‑driven mindset, using KPIs and performance insight to drive decisions
- Credibility as a senior interface between customers and internal teams
- The ability to lead leaders, develop successors, and build high‑performing teams
- A calm, structured approach in high‑pressure or critical situations
- Fluency in English is essential
Experience in regulated or complex industries (such as energy, utilities, or telecoms), regional operating models, and operational automation is advantageous.
Why Join Hansen?
- Take ownership of a critical regional operation with real customer impact
- Influence how a global technology provider delivers at scale in the Nordics
- Work in a values‑driven organisation that prioritises trust, accountability, and teamwork
- Play a key role in shaping the future of support and operations as the business grows
We are proud to be an equal opportunities employer. Hansen prides itself on celebrating diversity and are committed to creating an inclusive environment for all employees, even extending this to how we work with our customers, partners and suppliers. We welcome applications from all qualified candidates, regardless of age, disability, gender identity or expression, marital status, race, ethnicity, religion or belief, sexual orientation, or any other protected characteristic. If you require any adjustments or accommodations during the recruitment process, please let us know.
Skills Required
- Proven senior leader in Support, Operations, or Service Delivery
- Experience building, scaling, or transforming support and operations functions
- Strong command of SLAs, escalation frameworks, and incident management
- Fluency in English
- Experience in regulated or complex industries
What We Do
Hansen Technologies (ASX:HSN) is a global software and services provider to the energy, water/utilities and telecommunications industries. The company currently serves more than 600 customers in over 80 countries, supported by a collaborative and diverse team that embraces the hybrid way of working. For connection and collaboration, we have more than 36 offices and development centres located around the world. Within the communications industry, 5G represents the next new frontier for our customers – that unchartered territory to create opportunities and capitalise on new business models and resulting revenue streams. In the energy sector, we are in the midst of a transition. The move to renewables and self-generated energy changes the traditional commercial model. Today, our customers are no longer in the era of supplying basic commodity services - they are in era of providing new energy services and related experiences. We help our customers traverse these challenges and opportunities and realise the next new monetisable experiences. And that is why our mission is to provide industry-specific software products and expertise that enables our customers to easily capitalise on the commercial opportunities of the evolving energy, utilities and communications markets. We make this possible by providing highly reliable, mission-critical software and specific industry expertise to help our customers more easily innovate and sell new services and market offerings, comply with changing market regulation, and power new business models in areas such as emerging sustainable energy supply, IoT, and new next-generation connected services. We aim to achieve this through long term collaboration with our customers and partners and through a global workforce of skilled professionals that embrace challenges and are committed to positive outcomes for our company, employees, customers, and the planet
