About the Role

At Secomea, we’re on a mission to simplify and secure industrial connectivity.
As part of strengthening our operational excellence, we’re seeking an IT Service Management Lead, a key role responsible for ensuring that our ITSM practices and processes are effective, transparent, and continuously improving.

You will be the driver of Secomea’s IT service management discipline, ensuring that ITIL processes, incident, problem, change, request, and knowledge management are not only well-defined, but actively executed across Support and Operations.
This is a hands-on leadership role, combining process ownership, operational coordination, and data-driven improvement.

Key Responsibilities

• Lead and oversee the full ITSM framework: Incident, Problem, Change, Request and Knowledge Management across Support & Operations.

• Serve as the Major Incident Manager: coordinate urgent responses, stakeholder communication, and post-incident reviews.

• Monitor, report and drive KPIs and performance metrics (e.g., SLA response/resolution, backlog, CSAT/NPS) to ensure service delivery excellence.

• Translate process designs into operational workflows in ServiceNow, enabling automation, dashboards, reporting and transparency.

• Collaborate across Support, Operations, Infrastructure, Security and R&D to ensure consistent workflows, handovers and service governance.

• Maintain and enhance the Knowledge Base; ensure documentation meets standards and supports both internal teams and customers.

• Drive continuous improvement initiatives: identify process gaps, analyse trends and implement enhancements to increase operational maturity and efficiency.

• Ensure compliance and governance alignment (e.g., ISO 27001, NIS2) and support audit readiness via process ownership and documentation.

Who You Are

You are a structured and proactive professional who thrives at the intersection of governance, technology and service delivery. You understand that high-quality IT service management is about clarity, communication and execution. You’re comfortable in a cross-functional, global setting, and you can lead both behind the scenes (process design) and in the spotlight (incident bridges). You enjoy translating frameworks into real outcomes and driving measurable change.

Your strengths:

• Strong communicator and collaborator, you can bring people on board, coordinate teams and influence across functions.

• Analytical mindset, you work with metrics, dashboards and data to drive decision-making and improvement.

• Hands-on and pragmatic, you don’t wait for perfect conditions; you make things happen.

• Service- and customer-centric, you understand the importance of uptime, reliability and delivering value.

• Adaptable and continuous learner, in a fast-moving SaaS/OT connectivity environment you keep pace with change.

What We Offer

• A pivotal role in a global SaaS company with clear purpose, helping secure industrial operations and bringing real impact to manufacturing around the world.

• Collaborative, international team environment where you’ll work with talented people and cutting-edge technology.

• Hybrid working arrangements and flexible conditions based at our Copenhagen HQ (or as agreed).

• Professional growth opportunities: you’ll have access to training, certifications, and the chance to shape the function as you grow.

• A workplace culture that values openness, inclusion, high performance and where we balance ambition with a positive and supportive environment.

• Competitive salary and benefits package designed to attract and reward top talent.

Qualifications

• Minimum 5 years of experience in IT Service Management, process ownership, or operational improvement within a structured environment.

• Relevant educational background, e.g. Bachelor’s or Master’s degree in information technology, Computer Science, Engineering, or similar technical discipline or equivalent practical experience.

• Solid understanding of the ITIL framework and best practices; ITIL certification is a strong advantage.

• Hands-on experience with ServiceNow, including process configuration, automation, and performance reporting.

• Proven ability to manage incidents, service requests, and problem investigations end-to-end, ensuring timely and effective resolution.

• Exceptional communication and facilitation skills, capable of leading major incident bridges, aligning teams, and reporting effectively to leadership.

• Strong analytical and data-driven mindset, experienced with KPI tracking, dashboards, and service performance metrics.

• Fluent in English, both spoken and written; proficiency in Danish is a strong advantage.

Why Join Secomea

At Secomea, we combine innovation with operational discipline.
You’ll join a global team that values collaboration, transparency, and continuous learning.
As IT Service Management Lead, you’ll play a key role in how we scale, ensuring our service operations remain reliable, efficient, and customer focused as our business grows.

This is a unique opportunity to shape Secomea’s ITSM function and have a real impact on how we deliver value to customers worldwide.