Service Manager(incident management)

Full-time job
Greater Copenhagen
Open application date

Service Manager(incident management)

A service manager is an incident, problem, and change/release manager:


* Managing the work of Incident support

* Producing management information and reporting including analysis and


* Participating in developing and maintaining the Incident Management systems

moving from IT-technology focus to customer focus

* Ensure that Incident Management KPI’s in the SLA’s are fulfilled

* Perform trend analysis on Incidents/ Service Requests and raise Problems if a

common root cause is lacking

* Request resources for the support effort

* Notify the participants in the Incident Management process when standards and

procedures are not being followed.

* Monitor the effectiveness of the Incident Management process and make

recommendations for improving it.

* Assist operational specialists and other service managers in handling incidents

and service requests.


* Identification of problems

* Monitoring open problems

* Escalate problems

* Update problem cases

* Define work-around

* Review incidents.

* Assign resources

* Relate Incident to problems

* Report accurate KPI’s

* Identify trends

* Ensure that KPI’s are met

* Participate in improving the problem management process.

* Assist operational specialists and other service managers in handling problems


In relation to the customer:

* Assess change i.e. assess the impact, stakeholders, requested implementation

date, risks.

* Resolve conflicts boundary issues regarding change management hence settle

disputes with customer regarding add on service or not.

* Quote customer a price for add on service

* Define, execute and adjust change and release plan

* Negotiate approval of change

* Communicate with stakeholders at customer with regards to plan, progress and

completion of task

* Ensure the operational documentation is updated

* Coordinate Service Windows with Customer

In relation to NNIT:

* Ensure allocation of resources for assessing a change

* Plan change – e.g. tasks, deadlines, tests; risks, rollback plan

* Push for implementation of change according to production schedule

* Resolve conflicts regard taking ownership of implementation of change.

* Participate in improvement of the change and release process

* Updating instructions in relation to handling changes in Remedy

* Assure that changes are processed such that SLA Reporting can be done within


* SLA reporting in relation to changes.

* Ensure that the operational documentation is updated.

* Ensure that KPI’s are met.

* Coordinate Service Windows within NNIT

* Assist operation specialists and other service management in handling changes.


Min. 5 years of IT related work experience. Long/higher education (university or like) -

with following supplementary relevant education and certification; The following

experience is preferred:

* Domain knowledge and work experience of IT

* Experience of Service Management Tools

* (Associated SDM) Ability to handle basic SLA related financial processes

* Hold ITIL foundation certification

Be able to use these Tools:

*Must master MS office - especially Excel.

* Must master Remedy

* Must master Sharepoint Portal

* In good health condition.

Application deadline 31-01-2017

About NNIT


NNIT is a fast-growing IT company with ambitious goals. We supply IT services to large enterprises, the public sector and the life science industry - customers that demand high levels of quality and security.

At NNIT, you can make your mark on some of the most challenging projects in the IT industry, on our journey forward as a company, and on your own career.

We take on the responsibility for our clients' IT as if it were our own, and we live our values every day, so you should be able to see yourself in them. We are: Conscience driven. Value adding. Open and honest.

We regard diversity as a strength and support equal opportunities for all. We encourage applications from people of all ages, genders, religions and ethnic backgrounds.

Lucy Lu Dong

HR Senior Specialist

+86 13821591104

Job type

Full-time job


Greater Copenhagen

Required education

Marketing & Business
Natural Sciences
Production, Logistics & Transport

Work area

IT - Hardware
Data & Analytics

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Company profile


Our company

IT advisory, development and operations with a strong focus on life sciences, finance, the public sector and large enterprises with equally high demands on quality and security.

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Answers from HR-manager


Hvordan hjælper I medarbejdere, der skal pendle langt til og fra arbejde hos jer, til en lettere hverdag?

Hvis du søger et job hos NNIT, går vi ud fra du har overvejet de logistiske udfordringer det evt. vil give dig i hverdagen, inden du takker ja. Vi tilbyder vores medarbejdere en fleksibel hverdag, men i nogle funktioner er der fx faste vagter der skal passes. Hvis man fx ønsker at arbejde hjemmefra i ny og næ, så skal det være efter aftale med din leder eller passet ind efter de opgaver, projektteams og kunder du arbejder for.

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Østmarken 3A
2860 Søborg
4442 4242