The job
As our IT SDM, your main focus will be to establish and lead service delivery management practices across the GRIT Services organisation, ensuring consistent operational service management, governance structures, and reporting mechanisms that enable operational excellence. The role focuses on building capability and process maturity rather than deep specialisation in any single service domain. Acting as the primary interface between the business and the operations team to assess service delivery performance and improvement. Working closely with technical specialists and team leads, ensure services are delivered effectively.
Key tasks include:
- Operationalising the service level management frameworks applicable across all services and create consistent approaches to SLA definition, measurement, reporting, and review for clear visibility into service performance.
- Capability Building: Work through technical specialists and team leads to embed service management discipline, i.e. create templates, standards, and guidance that enable others to deliver within a coherent framework.
- Build trusted relationships with department leaders across the internal service business unit by creating visibility into the service performance and ensure operations are meeting business needs.
- Partner with GRIT Strategy on service requirements by providing operational insight into current performance, achievable targets, and cost/quality trade-offs. Own the SLA target-setting methodology and ensure targets are realistic and measurable.
- Assist responsible operational service partners (e.g. NOC, SOC). I.e. ensure support contracts deliver appropriate value and service levels, conduct structured performance reviews and monitor compliance and escalate issues as needed.
- Ensure communication with the business during major incidents and take part in the follow-up.
In this role, there will be minimal travelling, but you can expect one-two weeks a year as a maximum.
Joining the team
Joining Systematic as our new IT Service Delivery Manager, you will join the service organisation within Group IT (GRIT). A department responsible for operational excellence across GRIT Operations, GRIT Service Desk, and GRIT Security. The organisation supports over 1,300 users across 13 countries, including our colleagues in Global Business Services and in our business units who are responsible for selling, developing, operating and supporting Systematics’ products & services.
You will work alongside technical specialists and managers who hold deep domain expertise in their respective service areas. Key internal colleagues include the IT Operations team, Service Desk, IT Security function, and counterparts in GRIT Strategy and GRIT Engineering departments. Operational external partners also form part of the extended team.
Your qualifications
We envisage that you bring a bachelor’s or master’s degree in business or IT and at least five years of experience in IT service management, service delivery, or related roles with demonstrated experience designing and implementing service management frameworks. Furthermore, we expect that you are certified in ITIL 4, expectedly at foundation level.
Additionally, we are trying to find a colleague who has:
- Experience implementing service management frameworks or processes,
- Proven experience managing stakeholder relationships,
- Strong understanding of service management principles and best practices,
- Experience measuring and reporting on service levels and KPIs,
- Experience managing vendor relationships and contracts.
If you have experience with ITSM platform implementation experience (Ivanti, ServiceNow, or similar, familiarity with modern service management approaches & principles and/or, change management experience it is all a benefit, but not a requirement.
Please note
that you must be able to present a clean criminal record and have lived in a NATO and/or an EU country for the past seven years as we work with security-classified projects.
Welcome to Systematic Aarhus
At our Aarhus office, you can look forward to joining our Employees Club, which offers nearly 100 events a year of both social and professional character. Here, you can take advantage of a range of on-site perks from physiotherapist-led massages and an in-house hairdresser to sports clubs, game tables and even our own padel court. Our canteen is a standout feature, serving a daily selection of delicious and healthy dishes. Beyond the office, you will also enjoy benefits like free ARoS +1 access and various shopping discounts.
Never stop developing
Systematic is uniquely people-centric, truly international and proudly rooted in Denmark with more than 1100 employees. Together, we write intelligent and innovative code to drive progress and improve lives. We develop IT solutions that make a real difference where it matters most. This is why we never stop developing. Here, there is room to be professional and personal. It is not just a place to work but a place to belong.
Start your development here
We will be assessing applications on an ongoing basis as we wish to welcome our new colleague as soon as possible, so click Apply Now and send us your CV today. If you have any questions, you are always welcome to contact us on tel. +45 8943 2000 and ask for Tim Timmins, Senior Director for GRIT Services.