Advanced Operations Manager

Do you keep a cool head when acting under pressure? Are you able to orchestrate a quick and smooth solution to our most critical incidents?

Join a fast-growing IT company and become a part of Aeven.

Our Operations Center & Process Management team in a 24x7 duty rotation
Our Operations Center Management team is in Denmark consisting of on-site duties during Danish business hours followed by on-call duties outside Danish business hours.

We deliver managed execution within our ITIL processes, i.e. incidents, standard service requests, Problem investigations and standard changes as well as ensuring continual process improvement across our services. Our global setup enables us to pro-actively support our customers businesses 24/7 and prevent unnecessary escalations.

The Operations Center Management team is part of our Solution Delivery organization and responsible for everything from infrastructure and applications to complete facilitation and support to our customers’ IT solutions within Aeven. Our work processes are based on best practice and our procedures follow ITIL standards (IT Infrastructure Library).

Your Responsibilities as an Operations Manager
As our new Operations Manager you will act in the heart of operations in a key position to our customers and internal stakeholders.

As Operations Manager it is your responsibility to:

• Take on the Major Incident Manager role by taking lead in Major Incident task forces with a clear purpose of minimizing business impact and ensuring relevant communication and stakeholder management.
• Serve as the primary escalation and communication focal point for the impacted business stakeholders when declaring Major Incidents.
• Ensure facilitation and coordination across our global delivery to ensure a quick and efficient resolution of ongoing incidents.
• During the handling of Major Incident, you will ensure timely documentation on the course of events for subsequent Problem Management.
• When not handling Major incidents You understand the importance of continual process improvement, and your power of execution ensures that we develop in the right direction.
• You oversee the operation of our incident processes by ensuring ownership of our most critical incidents from their detection and until the operation is safely restored again is being handled.
• You also understand the importance of proactively overseeing business processes and ensuring appropriate actions are taken when gaps are identified.
• You take part in cross-collaboration within Aeven to ensure training of procedures and overall alignment on roles and responsibilities.

Your Qualifications
To be successful in this position we are looking for a person who are:

• Service-minded and able to make yourself heard, understood, and respected by suppliers and colleagues even under pressure.
• Tough and capable of navigating in hectic situations with different stakeholders who expect you to solve the incident.
• Analytical and has a structured approach combined with a high sense of urgency.
• Thriving in a busy and changing environment and comfortable with making decisions.

You hold a degree in IT and have a good understanding of the set of IT services that Aeven provides as well as the IT infrastructure technologies that supports and enables our services. You have at least 5+ years of experience with Service Management, preferably as Incident Manager, Major Incident Manager, Service Delivery Manager or Operations Manager. Furthermore, you are an experienced actor in a wholly or partially sourced Global IT environment. You understand the ITIL framework, and you are ITIL certified. You speak fluently in Danish and English.

Please submit your application and resume in English and attach your education diploma

Department: Østmarken 3a, Søborg

Lokation: Copenhagen

Application deadline: 01 Aug 2024