Kim Casén

Experience

• 

  Stockmann

  Feb 1998 - Mar 2011

  As Service desk manager I have been responsible for End user support services in Finland, Russia, Sweden and in the Baltic countries. The service was provided from four geographically different locations and I was supervisor for a team of seven located in Finland. I have also been involved in several IT projects as manager and especially in cases where new IT services where implemented to our end users. I have also been responsible for implementing the ITIL framework as a common operations model for our different IT departments.Project manager for implementing Service-Now IT service management suite to Stockmann IT. Show less

  • Service desk manager

    Jan 2005 - Mar 2011

  • IT On-site support specialist

    Sept 2001 - Jan 2005

  • Store & event marketing

    Feb 1998 - Aug 2001
• 

  Stockmann

  Dec 2012 - Mar 2016

  As Head of Internal ICT Services I'm responsible for Stockmann ICT Project management office, Stockmann ICT Service management office and other administrative ICT functions such as Quality Assurance and IT Security.ServiceNow has became a strategic platform for all Service management activities within Stockmann business and IT. As solution owner, I’m in charge of all system development projects ensuring that the platform is used to its full extent and that all agreed objectives are met. As acting Head of Omnichannel solutions at Stockmann ITC department I'm responsible for Online retail solutions, Marketing solutions, Payment solutions and Service systems development and production support. As acting Head of Business Applications at Stockmann IT department I'm responsible for Distance retail, BI & CRM, Supply Chain, Service systems, HR and Store solutions. Development manager and IT Supply chain team leader at Stockmann IT Business Applications. IT owner for following business core processes; Basic purchasing and logistics, Russian and Baltic purchasing and logistics, Daily goods purchasing and logistics and Academic book store purchasing and logistics. Project, steering group and supplier management. A driver of IT service management related activities like process and tool (ServiceNow) development. Responsible for implementing a IT support model for our company’s new ERP solution, including service integrations with suppliers and service management introduction for our business super users.

  • Head of Internal ICT Services

    Dec 2014 - Mar 2016

  • Head of ICT Omnichannel Solutions, acting

    Dec 2014 - Apr 2015

  • Head of Business Applications, acting

    Oct 2014 - Nov 2014

  • Supply Chain Development manager and team leader

    Mar 2011 - Oct 2014

  • ERP Support Manager

    Dec 2012 - Nov 2013
• 

  CGI

  Apr 2016 - Jul 2021

  My team is developing IT and Enterprise Service Management tools and processes for our CGI customers. We are focusing on ServiceNow, BMC and ONEiO technologies. As ServiceNow business consultant, I help companies of any size, to understand the capabilities of ServiceNow platform and how organisations can change the way they manage their services and works.

  • Director, Consulting Services

    Oct 2016 - Jul 2021

  • Director Consulting

    Apr 2016 - Sept 2016
• 

  KPMG Finland

  Aug 2021 - now

  My ServiceNow and Software Asset Management team is helping customers in developing Enterprise level Service and Risk management strategies and operational performance by utilizing KPMG Powered Enterprise enabled by ServiceNow. We are working in close cooperation with ServiceNow in delivering digital solutions to modernize and consolidate customer's service management processes to help unlock productivity, increase efficiency, lower costs and risks. My ServiceNow and Software Asset Management team is helping customers in developing Enterprise level Service and Risk management strategies and operational performance by utilizing KPMG Powered Enterprise enabled by ServiceNow. We are working in close cooperation with ServiceNow in delivering digital solutions to modernize and consolidate customer's service management processes to help unlock productivity, increase efficiency, lower costs and risks.

  • ServiceNow Director

    Sept 2023 - now

  • Advisory Senior Manager

    Aug 2021 - Sept 2023