Operations Business Manager – Nordics

ERGO Forsikring; København; Hybrid; DKK 900,000 - 1,300,000; Full time

Job summary

ERGO Forsikring is seeking an Operations Business Manager – Nordics to act as the key link between our Nordic IT organization and Group Infrastructure & Operations. You will create transparency around service performance, coordinate operational topics, and ensure incidents and improvements are followed up effectively.

The role requires strong stakeholder management, a broad IT Operations understanding, and fluency in English for cross-border collaboration.

Qualifications

• Experience with IT Service Management (ITSM) processes and tools.
• Proven ability to work with CIO-level and senior IT stakeholders.
• Ability to translate complex technical topics into clear management communication.
• Ability to coordinate cross-domain operational topics and incidents.

Responsibilities

• Act as the primary I&O interface for the Nordic CIO and IT leadership.
• Provide visibility into I&O services and performance via regular reviews and reporting.
• Capture and structure operational requirements and ensure routing to the right teams.
• Coordinate important incidents and escalations across I&O areas with clear ownership.
• Drive a Nordic-focused Continuous Service Improvement backlog.

Skills

ITSM processes

Stakeholder management

IT operations knowledge

Cross-domain coordination

Senior stakeholder communication

Tools

ITSM tools

Job description

Are you passionate about IT operations, service management and building strong relationships between IT organizations? Would you like to play a key role in ensuring stable, transparent and continuously improving IT services across the Nordics?

We are looking for an Operations Business Manager – Nordics to act as a key link between our Nordic IT organization and Group Infrastructure & Operations (I&O).

As Operations Business Manager, you will be the primary operational I&O interface towards the Nordic IT organization. You will create transparency around service performance, coordinate operational topics across different IT areas and ensure that incidents, recurring challenges and improvement opportunities are followed up and addressed effectively.

The role requires strong stakeholder management skills and a broad understanding of IT Infrastructure & Operations. You will work closely with senior IT stakeholders and specialists across the organization and play an important role in translating complex operational topics into clear priorities and actions.

Your key responsibilities

As our Operations Business Manager – Nordics, you will:

• Act as the primary I&O interface for the Nordic CIO and IT leadership, ensuring a structured and transparent operational relationship between Group I&O and the Nordic IT organization.
• Provide clear visibility into I&O services and operational performance through regular service reviews covering service stability, operational risks, important incidents, recurring problems, improvement actions, roadmap topics and upcoming changes.
• Capture and structure operational requirements, concerns, complaints and service gaps from the Nordic IT organization and ensure that they are routed to the appropriate I&O teams, governance bodies or service owners.
• Coordinate important and escalated operational issues across different I&O areas, ensuring clear ownership, alignment, action tracking, communication and management visibility.
• Drive a Nordic-focused Continuous Service Improvement backlog, translating recurring issues, operational risks, service gaps and stakeholder feedback into structured improvement actions.
• Support effective alignment between the Nordic IT organization and Group I&O regarding operational priorities, dependencies and future developments.

What we are looking for

You have solid experience within IT operations and service management and are comfortable working across different technical areas and organizational levels.

Ideally, you bring:

• Experience with IT Service Management (ITSM) processes and tools, including incident management, problem management, escalation, reporting and continuous improvement.
• A broad understanding of Infrastructure & Operations services, including workplace, infrastructure, cloud, monitoring, backup, DNS, network dependencies, data center services, SaaS integrations and operational support models.
• Proven experience working with CIO-level and senior IT management stakeholders and building trusted and professional relationships.
• The ability to translate complex technical and operational topics into clear management-level communication, service reporting, incident updates and improvement actions.
• Experience coordinating cross-domain operational topics, including important incidents, recurring problems, operational escalations and continuous service improvement activities.
• Strong ownership, reliability and prioritization skills, combined with the ability to remain structured and focused in critical or sensitive situations.

Strong knowledge of the existing Nordic IT landscape, including local services, key stakeholders, operational dependencies, business-critical applications and known risks, would be considered an advantage.

Who are you?

You are a strong relationship builder who enjoys working at the intersection of IT operations, service management and stakeholder management.

You take ownership and proactively follow up to ensure that issues move forward. At the same time, you are comfortable coordinating across different teams, priorities and areas of expertise.

You communicate clearly and confidently with both technical specialists and senior management and have the ability to create structure and transparency in complex operational environments.

As you will work in a Nordic and international environment, fluent written and spoken business English is required.

What we offer

This is an opportunity to take on a highly visible role with the ability to influence how IT services are delivered and continuously improved across our Nordic organization.

You will work closely with Nordic IT leadership as well as colleagues and specialists across Group I&O, giving you a broad network and the opportunity to contribute directly to the stability, quality and continuous improvement of our IT services.