Major Incident Manager

Systematic; Aarhus; On-site; DKK 700,000 - 1,000,000; Full time

Benefits offered by this job

Physiotherapist massages

In-house hairdresser

Padel court

Canteen with healthy dishes

ARoS +1 access

Shopping discounts

Job summary

Systematic in Aarhus is seeking a Major Incident/Incident Manager to lead critical incident responses and coordinate across teams. You will communicate with customers and stakeholders, manage on-call rotations, and drive continual service improvements for mission-critical software used by public and private sector clients.

The role requires calm, structured leadership under pressure, with IT industry experience and Danish/English fluency.

Qualifications

• Clear and effective communication in high-pressure situations.
• Experience managing major incidents and coordinating across teams.
• Familiarity with ITIL-based environments and ITSM systems.

Responsibilities

• Enforce and drive the incident management practice end-to-end.
• Coordinate incident resolution with Service Desk and second/third-level support.
• Deliver timely updates to stakeholders throughout the incident lifecycle.

Skills

Major incident management

ITIL

Communication

English

Danish

Education

IT-related degree

Job description

Major Incident/Incident Manager

Do you stay cool under pressure, and communicate and lead with clarity when things go off track? In this role, you will be the one steering the communication, coordinating incident resolution efforts and be key in safeguarding the stability of critical software used by both private and public sector organisations - i.e. making a real impact when it counts.

The job

Clear and effective communication in high-pressure situations

As a Major Incident / Incident Manager, you will be part of a dedicated team responsible for facilitating incident resolution efforts both within and across teams. You will work closely with our Service Desk as well as second and third-level support to ensure smooth and structured incident handling.

Clear and effective communication is essential, both with customers and internal stakeholders. You will be responsible for delivering timely and accurate updates throughout the incident lifecycle, ensuring all stakeholders and everyone involved is informed and aligned.

You will play a key role in prioritising and facilitating incident resolution activities based on urgency and always keep a cool head while maintaining a structured approach.

Here is a taste of what you will be doing:

• Enforcing and driving the incident management practice
• Managing major incidents end-to-end
• Contributing to problem, change, deployment and knowledge management
• Identifying and executing continual service improvements
• Defining, developing and delivering IT processes to support the business at group level
• Incident management and support

As soon as you are ready, you will join a 24/7 on-call rotation with your teammates, typically working two weekends in a six-week rotation, where you will play a key role in responding to critical incidents and keeping vital systems running smoothly outside regular working hours.

Joining the team - Join our Customer Operations Support

You will join a dedicated team of Major Incident / Incident Managers within the Customer Operations Support department. Together, team members manage second and third-level support, handle incidents - primarily for public sector customers - and lead the major incident management process across our mission-critical software solutions. Our products support critical infrastructure in healthcare, defence, and public administration, serving customers across Denmark and beyond. You will collaborate closely with developers, domain experts, other support teams and leaders from across the organisation.

Our team is part of the Healthcare Customer Operations organisation, which includes 50+ skilled colleagues across Systematic.

Your qualifications

Cool-headed communication with major incident experience

While 3-5 years of experience in a similar role is preferred, we value relevant expertise and operational competence above formal experience alone. Ideally, you’ve worked within the IT industry and bring solid experience from working in an ITIL-based environment.

You hold a relevant degree within IT, communication or a related field. You also have hands-on experience at managing major incidents, and a proven ability to facilitate calls and coordinate effectively across diverse stakeholder groups.

Your ability to prioritise problems based on urgency, and to maintain an overview and communicate is critical to succeed in this role. We expect you to be able to remain calm under pressure, structured in your approach and highly communicative.

Furthermore, we are also looking for:

• experience with ITSM systems
• excellent communication skills
• an ability to navigate a dynamic environment with changing operational priorities
• fluency in Danish and English
• a collaborative mindset – you enjoy learning and development, and believe in delivering quality

Please note

that you must be able to present a clean criminal record and have lived in a NATO and/or an EU country for the past seven years as we work with security-classified projects. Read more here.

Welcome to Systematic Aarhus

At our Aarhus office, you can look forward to joining our Employees Club, which offers nearly 100 events a year of both social and professional character. Here, you can take advantage of a range of on-site perks from physiotherapist-led massages and an in-house hairdresser to sports clubs, game tables and even our own padel court. Our canteen is a standout feature, serving a daily selection of delicious and healthy dishes. Beyond the office, you will also enjoy benefits like free ARoS +1 access and various shopping discounts.

Never stop developing

Systematic is uniquely people-centric, truly international and proudly rooted in Denmark with more than 1100 employees. Together, we write intelligent and innovative code to drive progress and improve lives. We develop IT solutions that make a real difference where it matters most. This is why we never stop developing. There is room to be professional and personal. It is not just a place to work but a place to belong.

Location

Aarhus C, DK, 8000

Business Unit

Healthcare

Division

Customer Operations