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Head of SOS (Service & Support)


Sweden, Stockholm


Sweden, Stockholm

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At Strawberry, we're 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 company's 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 Strawberry's 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 individual's 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! 

We are Strawberry. With over 225 hotels, 120 restaurants, 20 spas and more, we create thousands of experiences every day. With urban Comfort Hotel®, warm Quality Hotel™, stylish Clarion Hotel® and cosy Clarion Collection® Hotel and more than 40 unique independent hotels, our guests can pick and choose. Our team of 17 000 passionate individuals from more than 120 countries is what makes up our company – diversity is what makes us grow! Strawberry is built on our core values: energy, courage and enthusiasm.

What’s in it for you?

As part of of Strawberry, you will get the best employee benefits of the industry.

A culture to cherish

A culture to cherish

Our people always make guests their top priority! Our warm and welcoming atmosphere creates the right setting for you to flourish and work your magic. You will get the freedom you need to perform your tasks and solve problems as they arise in the best way you see fit. A strong team spirit and family-feeling foster a culture of collaboration. And when there’s something to celebrate, we make sure to have some fun! In larger cities, we also regularly host after-work events to allow colleagues to mingle. How do we achieve all this you may wonder? We believe it’s down to the fact that we’re a diverse crowd full of energy, courage and enthusiasm. That’s how we create extraordinary experiences every single day!

A culture to cherish

Job security for peace of mind

Job security for peace of mind

When you work with us, we’ll take your whole life situation into consideration. We offer good job security through collective agreements and insurances, as well as paid parental leave, holiday leave, wellness allowance, attractive pension plans and competitive salaries. We’re there for you.

Job security for peace of mind

Room to grow

Room to grow

With more than 200 hotels across the Nordics, we offer you endless opportunities for career progression! Would you like to work full-time, part-time, a few hours here and there, or perhaps only a season? We have room for you, no matter where you’re at. We encourage creativity and curiosity, and we make every effort to foster a culture of learning for professional development. Ready to take your next career leap within the company? We applaud you and will help you achieve this! An academic degree isn't the most important thing for us. If you have the right mindset, we can certainly promise you a bright future!

Room to grow

Explore more

Explore more

We encourage you to get out and explore all that life has to offer! So, we always give numerous discounts to you and your friends and family at our hotels, bars and restaurants. As part of Strawberry, you get four FREE nights at our hotels each year* To remind you just how important you are, we’ll always do our best to offer you an upgrade! And on top of that, we’ve also partnered with other companies to give you sweet deals on air travel, charter holidays, car rental and lots more. 

*If you are employed on a contract for at least 20% of full-time working hours.

Explore more

Open mind, open hearts

Open mind, open hearts

Our heart beats for the world around us. To meet global challenges, we support the transition to clean energy, and we recently opened the first zero-energy hotel in the Nordics. We seek to use organic produce and have championed the elimination of unsustainable palm oil. We promote equal rights above all and are proud sponsors of Pride. Regardless of your ethnicity, gender, religious beliefs, disabilities or age - our doors are always open.

Open mind, open hearts


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