As a Service Delivery Manager, Jonna Huotari leads a team of just over ten people, whose responsibility is to ensure that incoming work requests to Netox move forward smoothly and that customers’ IT issues are resolved as quickly as possible. The team handles a wide range of daily service requests related to, for example, computer functionality, user accounts, or software disruptions.
A key part of Jonna’s role is making sure that requests are assigned to the right experts, response times stay within agreed limits, and customers receive help when they need it.
Her day-to-day work involves a lot of supporting the team and ensuring that everything runs smoothly.
– My job is to make sure that customers receive the service agreed in our contracts and that daily operations run smoothly. The managerial role has also brought various HR-related responsibilities, such as taking care of the team’s wellbeing and ensuring a smooth everyday experience. It has been wonderful to see the strong team spirit and culture of helping each other that we have in our team, Jonna says
Today, Jonna’s work runs like clockwork. That’s why it’s hard to believe this is her first job in the IT industry.
A new direction for a career
Jonna joined Netox as a career changer. Before IT, she had worked for a long time as a childcare provider, but gradually began to feel she wanted something more from her work.
– I had worked as a childcare provider for a long time, but I wanted more challenge in my life and the opportunity to grow in my career. It felt like I was a bit stuck.
The idea of changing careers eventually led her to studies. Jonna began studying information and communication technology in 2022 alongside work through a flexible learning program.
– It was quite demanding at times, working and studying at the same time. But keeping the goal in sight helped me push through.
After her studies, the next step was finding her first job in IT. Netox was not previously familiar to Jonna, but one job posting caught her attention.
– The atmosphere seemed really good and it felt like this could be a place where I could succeed. I decided to give it a try, and that’s how it all started.
Advancing came naturally
Jonna started at Netox in March 2025 as a Service Desk Support Specialist. In this role, her job was to help customers with their daily IT challenges. The work included receiving and handling service requests, guiding users, and solving various technical issues together with other experts.
Work at the Service Desk is often fast-paced and varied. During a single day, you might encounter anything from individual access rights to broader system disruptions.
Early on, Jonna began taking responsibility for more than just handling tickets.
– It’s probably natural for me to take responsibility and get involved. But there’s probably also been a bit of luck and being in the right place at the right time.
When an opportunity for a new role later opened within the team, the transition happened surprisingly smoothly. In January 2026, Jonna stepped into the role of Service Delivery Manager.
In her new position, her days are easily filled with various meetings, supporting the team, and developing services. The most challenging part of the job is often coordinating schedules.
– Sometimes I wish there were a few more hours in the day. But with a positive attitude, you can get through anything!
A workplace that makes you braver
Jonna feels she has grown a lot at Netox, both professionally and as a person.
– I feel like I’ve become a much braver person here and I trust myself more than before. Somehow Netox’s values have really become part of me.
This growth has been especially supported by the work community. Jonna says she receives a lot of support from her colleagues, both in remote work and at the office.
– You get support here and people trust each other. The atmosphere is warm and everyone at Netox is easy to approach. There’s a great sense of humor, and you always get help when you ask for it.
Jonna’s advice for those considering a career change is simple.
– Just go for it. You learn by doing.
According to her, what matters most at Netox is not having a perfect background, but the willingness to learn and grow.
– We need people who are curious, proactive, and not afraid to roll up their sleeves and get things done, Jonna encourages.
