Nina Remes

Background

About Nina Remes

I have over 24 years of experience working as service manager, service desk lead, service owner, service desk manager and team lead. I have been working with service management, servicedesk and SIAM, running and developing service desk services, being part of outsourcing projects and RFP´s as well as working in multi-provider environments. In addition, I have managed different finance teams as a line manager. During the past 15 years I have been mainly working on developing service desk services following the SIAM approach with the flavor of thinking outside the box regarding service levels and user experience in an IT organization. This work has included close cooperation with different outsourcing partners, my daily work has been much about managing our external partners and services. I have also been part multiple huge projects that included outsourcing Local IT functions and changing Global Service Desk providers. Also been part of a demerger project where servicedesk and service management services are split and at the same time keeping business as usual running on the side. Recently during 2024-2025 I have been working with a project to insource Service Desk services. Additionally I have been using ServiceNow for 12 years as ITSM tool in ServiceDesk and IT support and managing processes there, nowdays I see Servicenow as a process and automation tool rather than a "ticketing tool". I am truly passionate about my work and always eager to learn. I am especially interested in process development and also how servicedesk can be optimized to current needs and demands, in particular, how to develop Service levels/customer satisfaction and processes when outsourcing IT functions. recently I also find interesting to change how Servicedesk is working and how automation can impact ServiceDesk services. My colleagues know me as a creative, organized, social and process oriented person with strong multitasking skills. In my spare time, I enjoy the outdoors, gardening, traveling, painting/artwork and pottery, training my dogs and spending time at summer cottage.