IT Service & Delivery Management
Markku
Rahikainen
27-year career in IT. Over 15 of those years in service management.
IT Service & Delivery Management
27-year career in IT. Over 15 of those years in service management.
Hi, and thank you for taking an interest in my page. A 27-year career in IT has taught me what works - and here's a concise summary of what makes me a strong choice: reliability, versatility, staying calm under pressure, and the ability to keep the whole picture under control, along with a fast learning curve and the persistence to see things through. I'm the person who takes ownership of the things that otherwise wouldn't move forward.
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.
Every organization needs a functioning service management framework - whether it's about steering suppliers, monitoring contracts and service levels, managing internal stakeholders, or recovering from incidents. This is the whole I have been responsible for throughout my career.
Career
10/2022 – 12/2025
Multi-Customer Service Delivery Manager
Elisa Santa Monica Oy
Responsible for network services for four concurrent clients across different sectors: beverages, energy, investment operations, and health & social 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. Production teams in Finland and the Czech Republic.
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.
More about my hobbies →I am serving my second term as chairman of the board of a 120-unit housing company.
More about my responsibilities →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.
Ask Directly
This AI assistant knows my work experience and skills and answers on my behalf — try one of the questions below, or type your own. This is an experimental feature — I built it purely out of curiosity. I'd rather discuss the topic in person.
The AI assistant answers based on information Markku has provided himself. Salary and start-date questions are best discussed directly by email.