IT INCIDENT MANAGER

SAS - Scandinavian Airlines; Solna kommun; On-site; SEK 600,000 - 1,000,000; Full time

Benefits offered by this job

Travel perks

Health & Wellness

Discounts

Office in Frösundavik

Job summary

SAS - Scandinavian Airlines is seeking an Incident Manager to coordinate responses to major IT incidents, restore services, and keep stakeholders informed in a fast-paced environment. You will act as the central point of coordination across technical teams, suppliers, and business units.

Based in Stockholm or Copenhagen, the role is mainly onsite with some remote flexibility. A 6-month probation applies, and the team collaborates across Service Desk, IT Operations, and Cybersecurity to

Qualifications

• Experience managing incidents in a large, complex IT environment.
• Strong ITIL Incident Management knowledge with Problem/Change management familiarity.
• Experience working with ServiceNow or similar ITSM platforms.

Responsibilities

• Lead and coordinate the response to major IT incidents until services are restored.
• Assess business impact and engage the right technical teams and suppliers quickly.
• Facilitate incident bridges, coordinate actions, escalations, and communications.
• Maintain incident records, timelines, decisions, and communications in ServiceNow.
• Drive handover to Problem Management and post-incident reviews.

Skills

Incident Management

ITIL

Stakeholder communication

ServiceNow

Coordination with suppliers

Cross-team collaboration

Problem Management

Change Management

Decision making under pressure

Education

ITIL certification or equivalent

Tools

ServiceNow

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.

Why SAS?

At SAS, we offer extensive opportunities for professional development in an international, fast-paced working environment. We are dedicated to the continuous growth of our employees. Working with us comes with a variety of benefits, including:

• Travel Perks: Enjoy discounted travel opportunities around the world with SAS.
• Health & Wellness: Access to health and wellness benefits, including a newly renovated gym with complimentary classes such as CrossFit and yoga.
• Discounts: Receive discounts from a wide range of brands, as well as on transportation to and from airports, airport shops, hotels, and car rentals.
• Work Environment: Our office location in Frösundavik offers a vibrant workspace with a restaurant, café, and easy access to outdoor activities in Hagaparken and Brunnsviken. Engage in running, tennis, outdoor gym sessions, kayaking, and stand-up paddling with equipment available free of charge.
• Convenient Commute: Benefit from a non-stop bus service connecting our office to Solna station, and commuter trains, alongside a network of cycle paths.

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!

Come and fly with us!

Additional information

• Apply by: 16/09/2026.
• 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.

If you have any questions about the role, please contact Jarno Putta,Head of Service Management, [e-mail].