Problem Manager for new Customer Operations setup

Systematic’s Customer Operations is undergoing an exciting transformation. We are looking for a certified Problem Manager to support our new set-up. Maybe you?

As a part of the transformation of our organisation, we have moved Customer Operations closer to our business units to create increased value and a better understanding of our customers’ needs.
As Problem Manager, you will become a central part of a team of 5–6 dedicated employees – including Change Managers, Deployment Managers and Problem Managers. The team works within an ITIL-aligned service management approach. 
You will work strategically with problem identification and prevention across the organisation, while contributing to our ambitious optimisation and value-creation goals. In other words, you will both execute thorough problem analyses and serve as the key driver for optimising our problem management practice, especially through robotic process automation (RPA) and AI solutions. 

Your primary responsibilities will be:

• Proactive problem management: Identify, analyse and facilitate the resolution of root causes of recurring incidents and problems across our business units.
• Cross-functional collaboration: Support and drive optimisation initiatives within problem management while focusing on cost optimisation and resource management.
• Process excellence: Ensure and further develop ITIL problem management processes in close collaboration with our business units.
• Data-driven decision-making: Deliver trend analyses, KPIs and reporting to support capacity optimisation and cost focus.
• Stakeholder management: Collaborate closely with business units to understand their needs and ensure value-creating solutions.
• Continuous improvement: Actively contribute to the Customer Operations transformation while focusing on optimisation and efficiency.

Your profile
We expect you to have a minimum of 5–7 years of experience at working with problem management in complex IT environments. You have ITIL Problem Manager certification (minimum ITIL Foundation, preferably ITIL Expert or ITIL 4 Managing Professional)

In addition, your profile looks like this:

• Strong analytical skills and the ability to take a data-driven approach
• Experience with cross-functional collaboration and stakeholder management
• Fluent in Danish and English, both written and verbal

It is an advantage if you have:

• experience with ITSM tools (ServiceNow, Jira Service Management, Ivanti Neurons or similar)
• knowledge of DevOps and SRE principles
• experience with cost optimisation and resource management
• a background from the medical technology industry or other highly regulated industries

As a person you are a structured and proactive problem-solver who thrives on working strategically across the organisation. You have a natural ability to build relationships and bridge technical and business stakeholders. You are driven by creating value for the customer and motivated by optimising processes and reducing costs, without compromising quality.

We offer:

• A central role in the Customer Operations transformation
• The opportunity to influence strategic direction within problem management and optimisation
• An engaged team of skilled colleagues
• A modern workplace in Aarhus with flexible working arrangements
• Good development opportunities and competence development
• Competitive employment conditions

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. Read more here. 

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 a 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, games 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. Systematic is not just a place to work but a place to belong.

Never stop developing  
Systematic is uniquely people-centric, truly international and proudly rooted in Denmark with more than 1,100 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.

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 Michael Hjorth Hansen, Director, Customer Operations. 

Get in touch

Mads Ole Sørensen

Senior Talent Acquisition Consultant