Assignment description

As an IT Operations Manager, you will ensure that our customer quickly and efficiently solve any major incidents that affect their operations at the company – the process and role is on corporate level. You will secure that relevant stakeholders get involved, as well as facilitate effective resolutions by chairing the meetings and facilitating the bridge calls. You will work with resolver teams ensuring correct resolutions and communicate with stakeholders and management teams on all levels within the company.

Also minimizing business impact of major incidents is critical to the company as they are affecting the availability, performance, or security of critical IT services. They require urgent and coordinated action from multiple teams and stakeholders to restore normal service as quickly as possible.

You will be part of a highly motivated team that supports the comapany’s globally within incident, problem, and change (ITIL) processes. In this role, you will interact with colleagues at factories in more than four different countries, R&D, corporate functions, as well as the commercial side of the business. You will be empowered to approve emergency changes on behalf of the company.

Moreover, to ensure robust and excellent operations, preventative analysis and activities will play a crucial part of the assignment.

What you’ll bring:
In the role of IT Operations Manager, you will be dealing with stressful situations that call for clear communication, collaboration, and mutual trust. They therefore believe that you are experienced in confidently managing stakeholders, resolver teams, and top management. You act with authority while focusing on solution, service, and people, and you are comfortable in your decision-making as well as in managing and interacting with stakeholders.

Responsibilities will include:

• Following up on all major incidents and appoint responsible teams for root cause analysis
• Orchestrating the problem management process to solve cross-functional problems and proactively identify and eliminate the root causes of incident
• Proactive monitoring and analysis of incidents to minimize impact or to prevent major incidents to occur
• Robust and adapted change management process to secure continuous business operation
• Contributing to strategic improvements and process optimization of the incident, problem and change processes
• Training and supporting stakeholders

Requirements for this role:

• University degree in Computer Science, Information Systems, or similar
• Extensive knowledge in incident, problem, and change (ITIL) processes
• Experience from working with ITSM and ITIL in a product and agile organization
• Experience from working with ITSM tools and ServiceNow
• Great communication skills in English, both oral and writing
• High ability to efficiently orchestrate activities and resolver teams, including root cause analysis
• Ability to include and involve others
• Ability to monitor and analyze major incidents
• Meritorious if you have a solid understanding of the company’s digital landscape globally