IT Service Delivery & Incident Management Lead

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

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