IT INCIDENT MANAGER

Scandinavian Airlines System Denmark -Norway-Swe; Solna kommun; Hybrid; SEK 700,000 - 950,000; Full time

Benefits offered by this job

6-month probation

Onsite in Stockholm/Copenhagen with 일부

Remote flexibility

Job summary

Scandinavian Airlines System SAS is seeking an Incident Manager to coordinate responses to major IT incidents, ensuring rapid service restoration and clear stakeholder updates. You will lead cross-functional teams across IT Operations, Infrastructure, and suppliers in a structured, calm manner.

The role emphasizes decision-making under pressure, incident playbook development, and continuous improvement of incident handling processes within a 6-month probation period.

Qualifications

• Experience managing incidents in a large, complex IT environment.
• Strong understanding of ITIL Incident Management with working knowledge of Problem and Change Management.
• Experience coordinating multiple technical teams and suppliers during high-pressure situations.
• Excellent communication skills, including updates to technical teams and senior stakeholders.
• Ability to make structured decisions with incomplete information and stay calm during disruptions.
• Experience with ServiceNow or similar ITSM platforms.

Responsibilities

• Lead and coordinate the response to major IT incidents until services are restored and stabilized.
• Assess business impact and urgency, ensuring the right technical teams and suppliers are engaged quickly.
• Facilitate incident bridges and coordinate actions, escalations, decisions, and communications throughout the incident lifecycle.
• Maintain focus on service restoration while supporting investigation, workaround, and recovery activities.
• Provide timely and audience-appropriate communication to business stakeholders, operational teams, and IT leadership.
• Escalate incidents to senior leadership, suppliers, and external partners when required.
• Ensure incident records, timelines, decisions, and communications are accurately maintained in ServiceNow.
• Drive handover to Problem Management and support Root Cause Analysis and post-incident reviews.
• Monitor incident trends, recurring issues, and response performance for improvements.
• Develop and maintain incident playbooks, communication templates, readiness exercises, and procedures.
• Contribute to strengthening SAS incident response capabilities and service management practices.

Skills

Incident management

Stakeholder management

Communication skills

Structured decision making

Calm under pressure

Education

ITIL certification

Tools

ServiceNow

ITSM

Change Management

Job description

Company description:

Scandinavian Airlines System SAS

Job description: Challenges you will work on:

Some roles prevent disruption before it happens. Others take charge when it does. As Incident Manager at SAS, you will coordinate the response to major IT incidents, helping restore critical services while keeping stakeholders informed and operations moving. You will act as the central point of coordination during major incidents, bringing together technical teams, suppliers, and business stakeholders to manage critical situations effectively. In a fast-paced and business-critical environment, you will help minimize disruption, support operational stability, and drive continuous improvement across incident management processes. Success in this role requires a calm, structured, and collaborative approach, with the ability to make informed decisions and communicate clearly under pressure.

Your responsibilities include:

• Lead and coordinate the response to major IT incidents until services are restored and stabilized.
• Assess business impact and urgency, ensuring the right technical teams and suppliers are engaged quickly.
• Facilitate incident bridges and coordinate actions, escalations, decisions, and communications throughout the incident lifecycle.
• Maintain focus on service restoration while supporting investigation, workaround, and recovery activities.
• Provide timely and audience-appropriate communication to business stakeholders, operational teams, and IT leadership.
• Escalate incidents to senior leadership, suppliers, and external partners when required.
• Ensure that incident records, timelines, decisions, and communications are accurately maintained in ServiceNow.
• Drive effective handover to Problem Management and support Root Cause Analysis and post-incident reviews.
• Monitor incident trends, recurring issues, and response performance to identify opportunities for improvement.
• Develop and maintain incident playbooks, communication templates, readiness exercises, and operational procedures.
• Contribute to strengthening SAS’ incident response capabilities and service management practices.

The Team

You will be part of the Service Management organization and work closely with Service Desk, IT Operations, Infrastructure, Cloud, Network, Cybersecurity, and Application teams. The role involves extensive collaboration with Service Owners, Product Owners, business stakeholders, technology suppliers, and operational functions across SAS. Together, you will help ensure that critical services remain available, resilient, and capable of supporting business-critical airline operations. As SAS continues to strengthen its operational service management capabilities, effective incident management plays an increasingly important role in delivering stable and reliable technology services.

To be successful we believe you have

• Experience managing incidents in a large, complex, and business-critical IT environment.
• Strong understanding of ITIL Incident Management, with working knowledge of Problem Management and Change Management.
• Experience coordinating multiple technical teams and suppliers during high-pressure situations.
• Excellent communication skills, including the ability to provide clear updates to both technical teams and senior stakeholders.
• The ability to make structured decisions with incomplete information and remain calm during operational disruptions.
• Experience working with ServiceNow or a similar IT Service Management platform.
• Experience from aviation, transportation, or other 24/7 mission-critical environments is considered an advantage.
• Strong stakeholder management, facilitation, and collaboration skills.
• A proactive mindset with a passion for continuous improvement and operational excellence.
• ITIL certification, or equivalent practical experience, is considered an advantage.

Our Culture at SAS

At SAS, we are dedicated to caring for each other, delighting our travelers, and driving the transformation towards sustainable aviation. As a future colleague on our team, you'll join a culture where we work collaboratively towards common goals, recognize each other's contributions, and celebrate successes. Our focus is on safe, sustainable, and punctual execution, and we are committed to protecting our planet while transforming SAS for the future. This is an empowering workplace where you can thrive, grow, and take ownership of your work. Join us at SAS and be part of shaping the future of aviation!

Additional information

• Start and scope: Full-time role, starting with a 6-month probation period.
• Location: This position is based in Stockholm or Copenhagen. This is mainly an onsite role, with some flexibility for remote work depending on the agreement with your manager.
• Security: As this role is security classified, a background check will be part of the final stage of the recruitment process.

Come and fly with us!