IT Service Delivery Lead: Incident & Process Excellence

Demant; Bulbjergbakke; Remote; DKK 900,000 - 1,200,000; Full time

Job summary

Demant is seeking an experienced IT Process & Delivery Manager to strengthen stability, reliability, and continuous improvement of our business-critical IT services and applications across a global organization.

You will drive Incident, Major Incident, and Problem Management, collaborating with infrastructure, applications, and business functions to ensure services remain available, resilient, and continually improved.

Qualifications

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

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 quickly.
• 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 communication and actionable plans.
• Ensure improvement initiatives are followed through and delivered with measurable outcomes.
• Establish proactive operational practices by identifying recurring issues and risks before they impact the 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.

Skills

IT operations

Incident coordination

Stakeholder management

Structured working style

Problem solving

Challenge processes

Tools

ServiceNow

Job description

Demant is seeking an experienced IT Process & Delivery Manager to strengthen stability, reliability, and continuous improvement of our business-critical IT services and applications across a global organization.

You will drive Incident, Major Incident, and Problem Management, collaborating with infrastructure, applications, and business functions to ensure services remain available, resilient, and continually improved.