Regional End User Support Manager

Get to Know Epiroc

Epiroc is a global company with a presence in over 150 countries. Through cutting-edge technology, we develop and provide safe, high-performance equipment such as drilling machinery and construction tools for surface and underground mining.
We also offer world-class aftermarket services and solutions for automation, digitalization, and electrification.

Life at Epiroc

When you join our team, you become part of a group of skilled and supportive colleagues who live by our core values: collaboration, commitment, and innovation.
The work environment in the mining and construction industries presents unique and exciting challenges you won’t find elsewhere.
Our culture is defined by work-life balance, professional development, global career opportunities, and an epic benefits package.

Join Our Team

Do you enjoy working closely with end users? Are you looking for a new challenge and would like to work in an innovative and inspiring environment?
We are currently looking for a Regional End User Support Manager to join our Epiroc IT team.
Does this sound like the next step in your career? Then this just might be the right challenge for you.

Your Mission

Your mission is to deliver flexible, innovative, and secure IT solutions by fostering strong partnerships with our business.
You will lead the regional End User Support function, ensuring high service performance, user satisfaction, and continuous improvement across the region.

What Will You Be Responsible For?

• Assess end-user satisfaction through surveys and feedback loops.
• Monitor and review service performance (Service Performance Management).
• Coordinate the development and compliance of Service Level Agreements (SLAs), both internally and with external partners.
• Identify areas for improvement and drive continuous enhancement of support processes.
• Communicate, prioritize, and resolve service delivery issues and risks.
• Participate in Global/Regional Change Advisory Boards and follow up on change requests.
• Manage disputes and escalations effectively.
• Provide real-time analysis of incident volumes and customer experience to ensure service level objectives are met.
• Lead the planning, implementation, and ongoing management of new and existing services.
• Collaborate with other Service Managers and Process Owners to define SLAs and performance metrics.
• Ensure compliance with legal, regulatory, and contractual requirements in collaboration with audit, risk, and security teams.
• Prepare and review service performance reports, initiate corrective actions, and follow up on outstanding issues.
• Represent Epiroc IT in major incident resolution processes and ensure timely communication.
• Provide quarterly business service forecasts to support IT capacity planning.
• Lead a regional virtual team prepared to act swiftly when needed.
• Ensure transparent service cost management.
• Drive regional adoption of global routines and guidelines.

The Ideal Candidate for This Role

• University degree or equivalent experience.
• Fluency in English (oral and written) is a must; additional languages are a plus.
• ITIL certification is required.
• Project Management experience is a plus.
• Proven experience in Help Desk, Call Center Operations, Service Desk Management, or Technical Support in a corporate/enterprise environment.
• Strong background in IT Service Management.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Commitment to quality and continuous improvement.
• Experience in developing, documenting, and enforcing operational procedures.
• Familiarity with industry trends and vendor relationship management.
• Strong project management and business analysis skills.