As Head of IT Operations & Service Assurance at Telia, I led the end-to-end IT operations and service assurance function across four brands. I was responsible for ensuring the availability, performance and reliability of critical IT services, while driving the transition towards more proactive, data-driven operations. My role covered IT service management, monitoring and observability, incident and problem management, operational governance, service performance and continuous improvement. I led the development of an integrated E2E ITSM and observability capability using platforms including Splunk, ITSI, Nagios, NagVis and BMC TrueSight. I also played a key role in developing Telia's early hybrid-cloud capabilities based on AWS, helping establish the operational processes, monitoring and service-management practices required to support emerging cloud-based services. The role combined operational leadership, technology strategy, service management and transformation, with a strong focus on improving reliability and creating a consistent end-to-end customer experience across the organisation.