Technical Lead – Global Digital Support

We are currently looking for a Technical Lead to join our team.

If you are reading this, you probably already know that Polestar is an electric performance car brand. We work hard to create a unique experience for the customer, owner, and driver. The thrill of driving the car, the digital experience of buying, owning, and controlling a Polestar require us to push the limits of technology and software development. Sustainability has been there from the beginning, and we have set a moonshot goal for climate-neutral cars in 2030. There is an ocean of opportunities in this for talented IT professionals who want to dive in and make a difference.

You will get the opportunity to be globally responsible for our recently implemented Polestar service desk. This includes setting requirements towards our service desk supplier. You will also be responsible for identifying and facilitating process changes to optimize the service establishment globally. In this role, you will collaborate with a global team consisting of IT technicians, Digital & Technical leads and other stakeholders. A part of your role is to evaluate and establish requirements, ensuring high quality in the implementation of changes. This area is constantly evolving, which means you will be involved in shaping and setting new ways of working.

Experience of the ServiceNow Platform is a huge plus as we use this software for the Polestar service desk. Also, experience of ITIL process management is desirable.

About the role

As the Technical Lead, you will be responsible for the execution of deliverables and roadmap for a digital service. You will also translate business objectives set by Digital Lead and Digital Product Manager into technical deliverables and features, as such, the TL is an executor and the visionary force behind the technical solution, working closely with Solution Architects, Software Engineers, UX/UI Designers, and Quality Assurance/Testers to deliver new or updated digital services.

The Technical Lead for Managed Workstation & Mobility is responsible for daily execution and planning within the Managed Workstation & Mobility team. You'll continuously improve the service area by securing and developing the running service for solutions within the area of Managed Workstation & Mobility.

What you will do

- Manage and operate the Polestar Digital Service Desk and Onsite

- Develop and maintain the Incident/Problem/Knowledge Management processes

- Develop and maintain the Check-in process to Service Desk to our company

- Develop and organize the support hierarchy model

- Be responsible for the global onsite teams of support technicians

- Coordinate and communicate major Incidents, cooperating with other stakeholders within your area

- Be responsible for daily operation and planning within the digital team, including; coordinating and delegating the team's responsibilities (requirements, architecture, deliveries, quality etc.) and working proactively with removing obstacles to team deliverables

- Be Responsible for highlighting resource needs to the Digital Lead (e.g., recruitment needs)

- Setting the Digital Product's technical direction with the business vision and objectives in collaboration with the Solution Architect and aligning this with the Digital Lead

- Mentoring and coaching for the Digital team members, partially by being hands-on and engage in the development of the digital service

- Thought partner for the Digital Lead in feature creation and acceptance criteria, and communicate trade-offs effectively with various competence groups (Service Designers, UX/UI Designers, Software Engineers, etc.)

- Supporting the team in problem-solving, balancing priorities, and clarifying trade-offs

- Establish/organize your team's development process, including elements such as releases, product demos, end-user training, and workshops

Who you are

· Project management experience desired

· ITIL Foundation experience with ITIL based Service Operation

· 3+ years of experience in information technology or a business function related to Digital Support

· Experience managing teams of IT resources

· Experience with setting up and managing global Digital suport

· Experience managing distributed and global support and hands-on operations

· Experience defining Digital strategy / roadmaps

· Experience improving operational processes and reducing TCO

· Have proven knowledge of standard concepts, practices, and procedures within the relevant area of business

Personal Qualities

· A problem solving and service minded attitude

Must be able to communicate effectively with resources at all levels of the Polestar organization

· Excellent written and oral communications skills

· Must be able to think logically and independently and solve complex problems in the assigned area of responsibility

· Are a person with a problem solving and service-minded attitude

· Have a strategic mindset with the “big picture” view

· Are a good communicator in English and carry natural credibility and authority

Polestar - the guiding star

Polestar is an electric performance brand, determined to improve the society we live in by catalyzing the change to sustainable mobility. We are a global team of highly talented individuals who share a passion to change the world. We challenge conventions and we challenge ourselves for the purpose of innovation. We believe innovation is a team effort and that just like each component is critical to the performance of our cars each person working at Polestar is as important to the team and its performance. We work in close collaboration across empowered global teams that don’t settle for anything less than excellence.

At Polestar, the sky is the limit.