Head Of Service Management
Scandinavian Airlines System Denmark -Norway-Swe / Datajobb / Solna
2026-02-26
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Senior Operational Service Manager - Mission-Critical IT
In this role, you will hold end-to-end accountability for service stability, availability, and resilience while leading operational teams responsible for daily service delivery in a high-availability, 24/7 environment. During major disruptions, you will act as Major Incident Manager (MIM), coordinating crisis response, communication, and recovery.
You bring strong operational leadership, ITIL and SRE expertise, and a software-engineering mindset that enables proactive improvements, automation, and long-term service resilience.
Challenges you will work on
You will own the operational performance of mission-critical services, ensuring they meet SLAs, SLOs, and business expectations. The role includes leading distributed teams across geographies and time zones, strengthening collaboration between operations, engineering, vendors, and business stakeholders, and fostering a culture of accountability and continuous improvement.
You will play a key role during critical incidents by leading cross-functional response teams, driving structured incident management, and ensuring clear executive communication. The role also includes shaping and governing a 24/7 Operations Centre / NOC-like function with defined escalation paths, on-call models, and operational procedures.
Continuous improvement is central, including identifying structural weaknesses, reducing recurring incidents, and translating insights into measurable improvements in availability, recovery, and predictability. You will collaborate closely with engineering teams to ensure operability and resilience are built into solutions while promoting automation, observability, and infrastructure as code.
Key responsibilities
Operational service ownership & availability
End-to-end accountability for mission-critical IT services
Ensure high availability, reliability, and performance aligned with SLAs and business expectations
Act as senior escalation point for risks impacting safety, revenue, or customer experience
Oversee availability management, capacity planning, resilience, and failover strategies
Leadership
Provide direction and priorities for distributed operational teams
Lead teams across time zones, including offshore delivery units
Build a culture of ownership, accountability, and continuous improvement
Establish clear onshore/offshore interfaces and handover models
Support competence development and long-term capability building
Major Incident Management & crisis leadership
Act as Major Incident Manager during critical disruptions
Lead cross-functional response teams and manage incident command structures
Ensure clear executive communication and drive post-incident learning
24/7 operations
Ensure effective operation of a 24/7 Operations Centre / NOC-like function
Define shift and on-call models, escalation paths, and operational procedures
Balance service quality, response speed, resilience, and cost efficiency
Continuous improvement
Evolve operational processes aligned with ITIL and SRE practices
Identify recurring issues and drive measurable improvements in MTTR, RTO, RPO, and availability
Ensure effective use of tools such as ServiceNow and collaborate with engineering teams to embed resilience
Promote automation, observability by design, and infrastructure as code
To be successful, we believe you have
7+ years in IT operations, service management, or reliability engineering
Experience from mission-critical environments such as aviation, telecom, finance, or large-scale platforms
Proven leadership of operational teams responsible for live services
Hands-on experience as Major Incident Manager and experience in 24/7 operational environments
Strong ITIL knowledge and understanding of SRE principles and distributed cloud/hybrid platforms
Ability to engage technically to influence operational and design decisions
You are calm, decisive, and confident under pressure, with strong ownership, a structured and proactive mindset, and the ability to communicate effectively across technical and business stakeholders.
Relevant education is beneficial but can be complemented by strong practical experience.
Additional information
Application deadline: 19 March 2026 (interviews conducted continuously).
Start date: As soon as possible.
Employment type: Full-time, including a 6-month probation period.
Location: Frösundavik (Stockholm), Copenhagen, or Oslo. Onsite presence is expected, with remote work possible upon agreement with your manager.
Ersättning Undefined
Så ansöker du Sista dag att ansöka är 2026-03-19
Klicka på denna länk för att göra din ansökan Arbetsgivarens referens Arbetsgivarens referens för detta jobb är "3907-43998774".
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Scandinavian Airlines System Denmark -Norway-Swe Arbetsplats Scandinavian Airlines System SAS
Kontakt Kevin Brunnberg
00000000 Jobbnummer 9764894