Head of SOS (Service & Support)

At Strawberry, were on a quest to redefine the hospitality experience through innovation & technology. In 2023 we launched our new mother brand, Strawberry, and we are transforming from a traditional hotel company to become a universe of offers and experiences towards our guests and customers. This will result in many new interesting development areas in the upcoming years and an opportunity to influence the companys future.

We’re now seeking a skilled and dedicated Head of SOS, to lead Strawberry’s Service and Support team. SOS is an exceptional support team committed to servicing and supporting over 20,000 employees across Strawberrys 220+ hotels. Your main responsibility will be to lead, motivate and guide the team, as well as optimizing our daily work and processes.

What you will be doing:

• Lead and inspire the team in daily operations.
• Actively work to improve work in daily operations
• Work closely with Operation & Services
• Work closely with infrastructure and application teams to develop good self help tools for hotels
• Continuous improvement of the SOS (service & support)
• Day-to-day management of the SOS team
• Develop and maintain a customer service culture
• Develop and maintain a positive work environment
• Responsible for SOS department financial administration and results

Who we are looking for:

We believe that you are a leader that is comfortable with staff responsibilities, and that you naturally can inspire the team members to always set the customer first. We believe that you have experience from similar roles within the hospitality or service industry.

Professional skills and experience:

• You have experience with ticketing systems (Jira, Fresh, Sales Cloud) or similar, and documentation sites like Confluence.
• Excellent system knowledge in technical systems (like Citrix, Google Suite, AD)
• Experience with ITIL och Lean foundations
• Bachelor’s degree in Computer Science, Business Management, Information Services or an equivalent combination of education and relevant experience is required.
• Staff responsibility

Nice to have:

• Familiarity with ISO 27001, SOC2, GDPR.
• Security certifications (CISSP or similar).
• Experience from the hospitality industry.

The personal qualities we are looking for:

• You are a fair and honest people manager, and you strive to make the work environment not just functional but also pleasant for your people.
• You are an excellent coach who maximizes each individuals potential.
• You believe that documenting standard procedures and processes helps IT be more effective.
• Ability to clearly articulate messages up and down the organization to influence others and move toward a common vision
• Swedish, or a Scandinavian language, professionally and good understanding of English

What we can offer you:

• A truly unique opportunity to be a part of a success story. In five years, you will proudly say “we did that”.
• A flat organization with trust and autonomy in your work. We are rebels that support innovation without imposing strict corporate rules.
• Professional development and growth opportunities.
• Plenty of social events including smaller gatherings with your team and huge get-togethers with the whole Strawberry family!
• Great benefits! In addition to our collective agreement, we also offer staff discounts and friends & family rates at our 200+ hotels.

We do not offer a remote position, you will need to be based in our HQ Stockholm/Solna.

If, after reading this job description, you thought, "Wow, they just described me," and felt a sensation in your stomach, then we would love to hear from you. Interviews will be held on a rolling basis, don’t wait to submit your application!