IT Process & Delivery Manage

Demant; Københavns Kommune; On-site; DKK 900,000 - 1,100,000; Full time

Job summary

Demant is seeking an IT Process & Delivery Manager to strengthen incident, major incident, and problem management across our global IT services. You will lead cross-functional teams, ensure stability, reliability, and continuous improvement of critical services, and translate complex technical issues into clear communication.

This role offers the chance to influence governance, reporting, and service visibility while collaborating with infrastructure and application teams to enhance operational

Qualifications

• Understanding IT operations, infrastructure, and service delivery principles.
• Experience coordinating major incidents and cross-functional initiatives.
• Ability to translate technical issues for non-technical stakeholders.
• Strong communication and stakeholder management skills.
• Structured, organized working style with solution orientation.
• Willingness to challenge processes constructively.
• Experience with ServiceNow is an advantage.

Responsibilities

• Drive continuous improvements of Incident, Major Incident, and Problem Management processes.
• Lead the coordination of major incidents to minimize business impact and restore services.
• Facilitate technical investigations, bridge calls, root cause analyses, and post-incident reviews.
• Partner with technical teams and business stakeholders to translate complex issues into clear plans.
• Ensure improvement initiatives are followed through with measurable outcomes.
• Identify recurring issues and potential risks to promote proactive practices.
• Collaborate with IT and business teams to improve service visibility and performance.
• Support governance and reporting for business-critical services.
• Build strong relationships across IT and business functions.

Skills

IT operations

Infrastructure

Service delivery

Incident coordination

Stakeholder management

Organization

Collaboration

Technical communication

ServiceNow

Tools

ServiceNow

Job description

Help shape reliable IT services that support life-changing hearing health

At Demant, we are united by a shared purpose: creating life-changing hearing health. To support this mission, we are looking for an experienced IT Process & Delivery Manager who will play a key role in ensuring stability, reliability, and continuous improvement of our business-critical IT services and applications.

In this role, you will help strengthen our Incident, Major Incident, and Problem Management capabilities while driving operational excellence across our IT landscape. You will work closely with colleagues across infrastructure, applications, and business functions to ensure that critical services remain available, operational, resilient, and continuously improving.

This is an opportunity to make a tangible impact in a global organization where technology enables better experiences for colleagues, customers, and ultimately the people who rely on our hearing healthcare solutions.

Your Responsibilities

As IT Process & Delivery Manager, you will:

• Drive continuous improvements of Incident, Major Incident, and Problem Management processes.
• Lead the coordination of major incidents to minimize business impact and restore services as quickly and effectively as possible.
• Facilitate technical investigations, bridge calls, root cause analyses, and post-incident reviews.
• Partner with technical teams and business stakeholders to translate complex technical issues into clear communication and actionable plans.
• Ensure improvement initiatives are followed through and delivered with measurable outcomes.
• Establish and promote proactive operational practices by identifying recurring issues and potential risks before they impact on our business.
• Collaborate with infrastructure and application teams to improve service visibility, monitoring capabilities, and operational performance.
• Support the development of governance practices and reporting for business-critical services.
• Build strong collaborative relationships across IT teams and business functions.

What You Bring

We welcome candidates from a variety of professional backgrounds. Whether your experience comes from IT operations, service management, infrastructure, application support, or a related field, what matters most is your ability to drive collaboration, structure, and continuous improvement.

• A solid understanding of IT operations, infrastructure, and service delivery principles.
• Experience coordinating major incidents, operational improvements, service management activities, or larger cross-functional initiatives.
• The ability to facilitate discussions between technical specialists and business stakeholders.
• Strong communication and stakeholder management skills.
• A structured and organized working style combined with persistence and a solution-oriented mindset.
• The confidence to challenge existing processes constructively and contribute new ideas.
• Experience with ServiceNow is an advantage, but not a requirement.

What We Offer

At Demant, you will become part of a collaborative and international IT organization where knowledge sharing, continuous learning, and continuous improvement are valued. In this role, you will have the opportunity to influence how business-critical IT services are managed and developed while working closely with experienced specialists and stakeholders across the organization.

You will play an important role in strengthening operational excellence and business resilience through meaningful improvements that have a direct impact on the business. At the same time, you will have the opportunity to further develop your professional capabilities in a global organization committed to innovation, learning, and continuous development.

For questions about the position, please contact Director for IT Service Management, Casper Ring, at [e-mail].

About Demant

Demant is a world-leading hearing healthcare and technology group built on a heritage of care, health and innovation since 1904. The Group offers innovative technologies, solutions and expertise to help people hear better. From hearing care, hearing aids and hearing implants to diagnostic equipment, services and audio solutions, Demant is active and engaged across the hearing healthcare industry. Headquartered in Denmark, the Group employs more than 21,000 people globally and is present with solutions in 130 countries, where we create life-changing hearing health solutions as well as high-end audio and video solutions. The William Demant Foundation holds the majority of shares in Demant A/S, which is listed on Nasdaq Copenhagen and is among the 25 most traded stocks.