Head of Service & Journey

Looking for a workplace for the future?
At Telenor, you own your career. Here, you’ll have the opportunity to make the most of your dreams and expertise while contributing to technological innovations that are barely even imagined today. Innovations that we know will change the map for how we communicate and live our connected lives in the future.

Are you ready to lead and shape the future of IT in a fast-evolving telecom landscape? We are looking for a Head of Service & Journey to lead the development of capabilities supporting B2C customer management, customer communications, service orchestration and customer service capabilities across Telenor's customer lifecycle.

You will guide highly skilled engineering teams operating in a complex integration landscape, balancing business needs, technical evolution and long-term modernization.

How you’ll make a difference with us
As Head of Service & Journey, you will lead two highly specialized engineering teams working at the heart of Telenor’s customer journey and service landscape. Your teams own capabilities such as customer management, customer communications, service orchestration and customer journey management — all central to how we interact with and serve our customers across channels and journeys.

You will play a key role in ensuring that these capabilities and integrations are scalable, resilient and continuously evolving. Together with engineers, architects and business stakeholders, you will drive modernization, strengthen engineering excellence and turn technological opportunities into tangible value for customers and the business.

With a team of approximately 25 colleagues and consultants, you will also ensure the right capability mix and an effective organization that can support both current priorities and future business needs.

Your Responsibilities

• Strategic Leadership: Align and execute the roadmap for the Service & Journey domain, balancing business priorities with long-term technology modernization and capability development.

• Team Management & Growth: Lead, develop and inspire highly skilled engineering teams, fostering a culture of technical excellence, accountability, innovation and continuous learning.

• Operational Excellence: Ensure stable, resilient and secure platforms while continuously improving operational performance, engineering efficiency and customer outcomes.

• Engineering Excellence & Innovation: Strengthen engineering excellence through modern development practices, automation, AI-assisted ways of working, continuous improvement and technical modernization.

• Stakeholder Collaboration: Partner closely with business stakeholders, architects, and technology teams to align business priorities, architectural direction and technical execution.

Are you the one we’re looking for?

You are a curious and confident leader who creates direction, engagement and ownership. You thrive in a rapidly changing environment and have a genuine desire to keep learning and developing, both personally and together with your teams. You lead through trust and clarity, build strong relationships across teams and stakeholders, and make complex topics understandable and actionable.

You combine strategic thinking with pragmatic execution and have the courage to challenge established ways of working when it creates value. With a genuine curiosity for technology, you are comfortable engaging in discussions on areas such as architecture, engineering excellence and AI. You ask the right questions and help your teams navigate complex technical choices with clarity and confidence.

We believe you bring

• Experience in IT delivery in complex technology environments, with the ability and motivation to lead and develop highly skilled engineering teams.

• Strong technical foundation, ideally gained through experience in architecture, software engineering or other senior technical roles, with the ability to engage confidently in discussions on modern software development, architecture, integration landscapes and engineering excellence — without needing to be the architect yourself.

• Strong stakeholder management and communication skills, with the ability to bridge business, architecture and engineering perspectives.

• Experience driving modernization, change or continuous improvement, balancing long-term capability building with immediate business needs.

• A practical understanding of how AI, automation and emerging technologies can create value for teams, customers and the business.

• Experience working in complex integration landscapes and with enterprise integration platforms is considered an advantage.

Our promise to you

We are better together. Here, you’ll be part of a family-like and inclusive culture, built on strong shared values and leadership that empowers you with both trust and confidence. We believe in enabling each other to act and make decisions, while always having each other’s backs through ups and downs.

We support relationships and societies.Telenor plays a vital role in the society, giving your work a greater purpose. Every day, we create value for millions of people and maintain a customer-first approach where human relationships are at the heart of everything we do.

We make room for life. Work from home up to two days a week, if your role allows it. The rest of the time, we create magic together at the office. Leadership based on trust and flexible working hours helps you balance work and life. We support you through every stage of life with our benefit package, including collective agreements, occupational pensions, wellness allowances, and customized insurance solutions tailored to your needs.

We invite you to a career in motion. Your development is at the center of our culture. We dedicate at least 40 hours per year for you to deepen your expertise, explore new areas, and develop in your role. Through Telenor Academy and other learning initiatives, you’ll have the tools and freedom to advance your career. If you want to broaden your horizons, we are present throughout the Nordics.

Apply today!

Will you take the next step in your career with us? We look forward to your application! We review applicants on an ongoing basis, so don’t wait—reach out today.

If you have any questions or want to know more, feel free to contact the hiring manager Hanna Svanholt, hanna.svanholt@telenor.se. Please note that we cannot accept applications via email.

Good to know

As part of Telenor’s policy, we conduct background checks on final candidates for all recruitments.