IT Service Manager for Semler IT

Job ID: 4796 Location: Brøndby, DK, 2605

Would you bridge operations, development and Service Desk, create an overview during major outages and help develop our service management practice?

At Semler IT we are looking for an IT Service Manager who creates alignment between people, processes and technology. You will have a central role within Change, Incident and Problem Management with focus on secure deliveries, clear communication and continuous improvements.

Our approach is enablement rather than control. We develop the workflows together with the teams so that they support both stable operations and progress in development.

Who is Semler Group?

Semler Group represents brands such as Volkswagen, Audi, Škoda, SEAT, CUPRA and Porsche. IT plays a central role in the group’s development towards modern, cloud-based platforms and a more digital business.

You will become part of Semler IT, where about 160 specialists work on developing, operating and ensuring the digital platforms that support the business, the employees and our many dealers. We work with both established solutions and new technologies, including cloud, AI, automation, security and integrations.

The team and your responsibilities

You will become part of Service & Release Management in Technology & Operations and work closely with operations, development, ServiceDesk, suppliers and the business.

You drive and further develop our common processes and build the relationships that make the collaboration work in day-to-day life. You will have mandate and management support to bring together the relevant teams, challenge unresolved risks and follow up on agreed actions to the letter.

Your primary areas of responsibility are

• Change Management: Drive the change process and coordinate changes across teams and platforms with focus on risk, dependencies, approvals and communication. You are an active sparring partner for the teams and ensure that the ServiceDesk, operations and other affected parties are prepared.
• Incident and Situation Management: Lead the coordination during major operational disruptions where there is a need for a joint effort and communication to end users. You assemble teams and suppliers, create an overview and ensure timely information to ServiceDesk, affected users and the business.
• Problem Management: Drive work on recurring problems, facilitate root cause analyses and evaluations after incidents during deployments, and follow up on the implementation of improvements. You use incident data and experiences to identify patterns and prevent recurrence.

Together with colleagues you improve the use of Zendesk and the interaction with Azure DevOps among others and explore opportunities for AI and automation that strengthen coordination, communication and follow-up.

Who are we looking for?

You have experience with IT service management and a solid background in Change, Incident and/or Problem Management. You thrive with both operational coordination and development of workflows across technical teams.

You have knowledge of ITIL v4 or equivalent principles and experience with service management — focusing on value rather than process for process’ sake. Experience with agile/DevOps environments and Zendesk is an advantage.

We would like you to have practical experience with AI and be curious and creative regarding new applications in this area. You will have the opportunity to bring ideas into play and translate them into concrete improvements together with colleagues.

As a person you are a strong facilitator who builds trust and momentum across disciplines. You communicate clearly with both technical colleagues and the business, maintain an overview in pressurized situations and are persistent in your follow-up.

What do we offer?

At Semler IT you get the opportunity to influence an area of great importance for both our colleagues and the business. You will become part of a professional environment with engaged colleagues and a strong culture of collaboration and knowledge sharing.

We are far along with AI and also want to develop its use in our service management work. There is room for your ideas and to test new possibilities together with the organization.

Additionally we offer

• A central role with influence, mandate and clear management support.
• A broad technological environment and close collaboration across IT.
• Flexible working conditions and the possibility of remote work.
• A company in development with a focus on future mobility services.

Your workplace is Park Allé 355 in Brøndby.

The position is not part of a rotating shift schedule. In case of major operational disruptions there may be work outside normal working hours.

Does the job sound like something for you?

We look forward to receiving your application. The deadline is 16 November. We will call for interviews continuously, so please apply today.

If you have questions, you are welcome to contact Head of Service & Release Management Morten Bjerregaard Johansen at phone 93835161 or via [email protected].