Before joining Sicra, Thomas was Head of Customer Service and Operations at NetNordic. He has also held leadership positions at KONE, InfoCare, and SAS, with responsibilities spanning IT, operations, customer experience, and major improvement initiatives.

At Sicra, Thomas leads the operations center, which provides services within Security Operations Center (SOC), Network Operations Center (NOC), and other operational security services. He is responsible for people, customers, service delivery quality, and the continued development of these services.

What does your role as Head of Managed Services at Sicra involve?

My role is to ensure that we deliver high-quality operational security and IT services while developing an organization that can grow alongside our customers' needs.

I am responsible for employees, service delivery, customers, and finances within the operations center. An important part of my job is to create the right conditions for our specialists and ensure we have the capacity, working methods, and expertise needed to deliver high-quality services, both today and in the future.

What made you want to join Sicra?

What attracted me to Sicra was the combination of an exceptionally strong team of specialists and clear ambitions for further growth.

Here, I have the opportunity to help develop a central part of the business alongside people who are genuinely passionate about their work. I enjoy building organizations and achieving results together with others, and being able to do exactly that at Sicra is an exciting opportunity.

What makes for good managed services, and what are the biggest challenges today?

For me, good managed services are first and foremost about trust and predictability. Customers need to know that their services are working, that we are monitoring them, and that we take responsibility when something happens.

At the same time, IT environments are becoming increasingly complex, while requirements for availability, security, and response time continue to increase. This demands strong technical expertise, effective collaboration, and the ability to work proactively.

The best services combine technical expertise with efficient processes and an understanding of the customer's business. The goal is to make complexity more manageable and give customers confidence in their day-to-day operations.

What will be most important as Sicra's operations center continues to develop?

We will build on the strong expertise already present at Sicra while continuing to develop our services and the way we work.

I am particularly focused on how standardization, automation, and continuous improvement can contribute to more efficient service delivery and better customer experiences.

Our ambition is to build an operation that can scale over time without losing flexibility or our close relationships with customers.

You have led large operations organizations across several industries. What lessons do you bring from that experience?

Although the industries are different, many of the challenges are quite similar. It is about achieving strong results through people, clear goals, and effective execution.

Throughout my career, I have worked extensively on developing organizations, improving processes, and creating stronger connections between service delivery quality, customer experience, and profitability.

One of the most important lessons I have learned is that lasting improvements require getting the organization on board. People need to understand why changes are necessary and feel that they can contribute to making them successful.

What defines a strong professional environment?

A strong professional environment consists of people who are skilled, engaged, and willing to share knowledge. But it is also important that people feel comfortable asking questions, challenging established assumptions, and bringing forward new ideas.

As a leader, I believe it is important to give employees trust and autonomy while maintaining a clear direction and shared goals.

At Sicra, I work with people who have exceptional expertise in their respective fields. My job is not to be the person who knows the most about everything, but to create the conditions that allow us to make the best possible use of our combined expertise.

What do you want customers to experience when working with Sicra?

I want customers to see Sicra as a partner that takes responsibility, delivers on its promises, and makes complex challenges easier to manage.

They should meet skilled professionals who understand their needs, communicate clearly, and focus on finding good solutions. For me, the best customer experience is when customers feel confident that we have everything under control.

What motivates you in your work?

What motivates me most is developing people and organizations and seeing us succeed together.

I enjoy making improvements that deliver tangible results. But the greatest satisfaction comes when employees grow, teams work well together, and customers experience the benefits of the work we do.

Is there something people might not know about you?

I became interested in running a few years ago and have a goal of running one marathon every year. I ran my first marathon in Valencia in 2023 (3:56), and Valencia has since become my regular annual marathon destination.