IT Service & Delivery Management
Markku
Rahikainen
27 years of experience in IT, including 15 years in diverse service management roles
IT Service & Delivery Management
27 years of experience in IT, including 15 years in diverse service management roles
Expertise
Managed accounts across healthcare, energy companies, and investment operations, plus a public-sector organization with over 20,000 users — often simultaneously.
SLA monitoring, change management, incident management, reporting, billing, and steering IT production are all part of my daily work, along with participating in tenders and interpreting contracts.
Experienced in holding things together when multiple suppliers deliver a service. Stakeholder collaboration is one of my strengths.
I stay calm under pressure. Handling crisis situations is one of my strengths — things get done even in challenging moments.
Extensive experience with network and server environments, the Microsoft ecosystem, and cloud and cybersecurity solutions. ITIL4 Foundation certified.
I take responsibility without constant supervision, actively improve operations alongside daily work, and keep stakeholders proactively informed. Very curious about everything — a continuous learner. Responsible and results-driven.
Career
10/2022 – 12/2025
Service Delivery Manager
Elisa Santa Monica Oy
Responsible for network services for four concurrent clients across different sectors: beverages, energy, investment operations, and wellbeing services. Day-to-day service management, SLA monitoring, billing, escalation processes, and service area development.
2010 – 2022
Service Delivery Manager & Senior Customer Operations Manager
TietoEvry Oyj (formerly Tieto / TietoEnator)
Over 12 years in progressively senior roles: SDM, Senior Customer Operations Manager, Customer Operations Manager, Continuous Service Manager, Operations Manager, and Incident Manager. Largest account: a public-sector organization with over 20,000 end users — responsible for the entire IT production area, servers, network, and workstations.
2000 – 2010
Microsoft Systems Specialist & Team/Group Leader
Tieto Oyj
Led two teams. Completed both team-lead and supervisory training. A strong technology foundation that has supported my service management career path throughout.
1999 – 2000
System Administrator / Specialist (MCSE)
Nexor System Services
The foundation of systems administration and the Microsoft MCSE certification on which my entire career was built.
EDUCATION & TRAINING
Education and Continuous Development
Newest to Oldest
Claude AI Course — Jobescape, 2026. Certificate.
Artificial Intelligence — Open University, 2026. Ongoing study of applying and leveraging AI.
Customer Relationship Management & Multi-Vendor Environment — Wakaru, 11/2025. Customer relationship management model and multi-vendor environment management.
Cloud Services & Cybersecurity — Kamk.fi, 3/2024. Elements of cloud and cybersecurity, micro-credential program.
ITIL4 Foundation — Axelos, 6/2023. Certificate in service management processes.
Enterprise Network Infrastructure — Elisa Santa Monica / NetAki, 11/2022. Digital Enterprise Infrastructure Fundamentals.
Microsoft MCSE — Microsoft / Adulta, 1999–2000. Microsoft Certified Systems Engineer certification.
Vocational Qualification in Information Technology — Adulta, 1998.
Personal
Father of three. Dog owner. I live in Vantaa. I believe balance in life comes when both work and personal time are meaningful and in equilibrium.
Exercise is an important part of my everyday life — I regularly challenge myself in different ways. Music is another passion of mine. An active and curious mind keeps me energized in my free time too.
I am serving my second term as chairman of the board of a 120-unit housing company. Board work has taught me a great deal about reconciling different goals and interests. I am not afraid to take responsibility, and I want to make a difference.
Professional, calm, and honest. I don't promise more than I can keep, and I strive to keep what I promise. Continuous learning is a way of life for me — I am currently studying artificial intelligence. I also work fluently in English-speaking environments.
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