Director Utility Billing & IT to Customer Service Nordics
Umeå, Sverige
Type of Employment Full-time
Job position Customer Service Engineer, Manufacturing Industry
Work model On location
Are you the one?

Company description

Vattenfall is one of Europe's largest producers and retailers of electricity and heat. Our main markets are Sweden, Germany, the Netherlands, Denmark and Great Britain. There are approximately 20,000 employees within the Vattenfall Group. We have been electrifying industries, delivering energy to homes and transforming life through innovation for over a hundred years. We work for freedom from fossil fuels and drive the transition to a sustainable energy system.

Vattenfall Customer Service Nordic is responsible for sales, invoicing and customer service to Vattenfall's customers in the Nordics. We are headquartered in Umeå, but are also located in Solna and Helsinki, and in total we are around 300 employees who together support Vattenfall's various businesses via the customer interface. We work for freedom from fossil fuels by guiding our customers to climate-smart solutions and we are passionate about quality and customer experience and have been named the best service in Energy for the last two years. At us, the People First value pervades everything we do and we know that confident and engaged employees deliver the best customer experiences.

In 2021, Vattenfall Kundservice Norden was awarded the union prize for Sweden's most LGBTQI-friendly workplace, and this year we have been awarded the Diversity Employer Gold award by Women Ahead. We know that a good working climate, a first-class customer meeting and innovative thinking are based on the fact that we all complement each other. With us, you can be who you are with pride!

Vattenfall Customer Service Norden is certified as a Great Place to Work®. The certification is based on an employee survey within the dimensions Credibility, Respect, Justice, Pride and Friendship.

Our business is divided into different units, where Utility Billing & IT is the unit responsible for invoicing (the entire process from collecting documentation for invoicing, sending out invoices and managing the claims process), our IT portfolio as well as our customer service for large companies and our Finnish customer service operations. Cost effectiveness, employee experience, customer experience and quality are all key metrics for Utility Billing & IT.

Job description

We are now looking for a Director Utility Billig & IT for Customer Service Norden located in Umeå.

We offer you very exciting work with a focus on leadership where the employee and customer experience is in focus. As part of the Customer Service management team, you are the driving force in strengthening our People First culture and achieving our long-term goals of establishing ourselves as one of Sweden's best workplaces.

Here you get the opportunity to participate in a continuous development journey to meet changing market conditions and ensure long-term competitiveness in relation to benchmarks.

You are offered dynamic work where you both build new networks and use your existing network to create collaboration and good relationships.

Utility Billing is an experienced team of approx. 80 employees with deep competence and long experience as well as collaborations with external partners. This is where we daily ensure high-quality invoicing, an IT landscape that maintains high security and is fit for purpose with clearly prioritized development and supports our large corporate customers and our customers in Finland

Job duties

Your task as Director Utility Billing is to lead the business, live our values ​​and pass them on within the organization as well as contribute to Customer Service Norden's continued joint success.

Within the Utility Billing unit, it is of great importance to have a constant focus on quality as well as cost efficiency and IT security. An important part of the work as Director is to take responsibility for delivering against agreed goals and to act strategically and tactically to develop the business to ensure long-term competitiveness and meet changing conditions.

You are a curious, sharp and business-driven change leader with a mindset and a willingness to learn from others, you seek and share knowledge to contribute to business development at Customer Service and with our clients. Leadership development and coaching are a large part of your everyday life and you are a skilled and transparent communicator.

Your main duties:

  • Lead and develop employees, steer operations towards set business goals and be responsible for budget and personnel
  • Leadership development with responsibility for a strong and values-driven leadership permeates all levels of the organization
  • Change management
  • Actively involved in developing Customer Service Nordic

Director Utility Billing reports to CEO Customer Service Norden and is part of the management team.

Requirements specification


You have a relevant academic education and/or the equivalent year's work experience. Several years of documented experience in managing leaders is a requirement. A requirement and a prerequisite for success is that you have previous experience from process development, quality work, IT management and development as well as IT security and management of subcontractors.

Experience from customer service activities and the fact that you therefore have a very good understanding of customer-related processes and challenges are highly meritorious. Documented experience of continuously and successfully delivering operational improvements is a requirement. In addition to very good knowledge of Swedish, you also have good knowledge of English.

We are looking for a leader with a genuine interest in people and their development. A change leader with, high integrity and humility who leads development forward, has an ear to the rail, responds to feedback, is transparent and meets issues through collaboration and common sense. Mature and confident in his leadership. Our best candidate has a strong social focus, is communicative, understands his employees and provides them with what they need to develop their full potential.

We are looking for a person who knows that satisfied employees, a good working environment, trust, confidence and good relationships create success. Our best candidate is a business-minded and strategic change leader who knows how to build effective teams, create strong collaborations and who identifies problems and takes ownership to solve them. As a leader with us, you stand up for Vattenfall's leadership criteria: clear, visible, courageous.

Why you should work with us!

Vattenfall is a European energy company with approximately 19,000 employees. For more than 100 years we have electrified industries, supplied energy to people's homes and modernised our way of living through innovation and cooperation. We are determined to enable fossil-free living within one generation. 

To succeed we must become fossil free ourselves. But that's not enough. We are looking beyond our own industry to see where we can really make a difference. Together with our partners, we are taking on the responsibility to find new and sustainable ways to electrify transportation, industries and heating.

Application due date 2024-05-29
About the employer
At Vattenfall you’ll take part in a bigger challenge: To make it possible to live fossil-free within a generation. We want to show the way to a sustainable future and stimulate a climate smarter life. This requires new perspectives and actual changes. It requires people who want to make a real difference. Join us and power fossil-free living!