Major Incident Manager (ITIL)

TL;DR

Major Incident Manager (ITIL): Coordinating and leading the resolution of critical software incidents for public and private sector organizations with an accent on high-pressure communication and stakeholder alignment. Focus on managing the end-to-end major incident lifecycle, enforcing ITIL practices, and ensuring system stability for mission-critical infrastructure.

Location: Aarhus, Denmark. Must have lived in a NATO and/or an EU country for the past seven years and present a clean criminal record for security clearance.

Company

hirify.global develops intelligent IT solutions for critical infrastructure in healthcare, defence, and public administration.

What you will do

• Manage major incidents end-to-end, coordinating resolution efforts across diverse technical teams.
• Drive and enforce incident management practices based on ITIL frameworks.
• Deliver timely and accurate communication to customers and internal stakeholders during high-pressure situations.
• Collaborate with the Service Desk and 2nd/3rd level support to ensure structured incident handling.
• Identify and execute continual service improvements for IT processes at the group level.
• Participate in a 24/7 on-call rotation, typically working two weekends every six weeks.

Requirements

• 3–5 years of experience in incident management or a similar operational role.
• Solid experience working within an ITIL-based environment.
• Relevant degree in IT, communication, or a related field.
• Proven ability to facilitate coordination calls and manage stakeholders under pressure.
• Experience with ITSM systems.
• Fluency in Danish and English.

Culture & Benefits

• Access to the Employees Club with nearly 100 social and professional events annually.
• On-site perks including physiotherapist massages, an in-house hairdresser, and a padel court.
• High-quality on-site canteen serving healthy daily dishes.
• Additional benefits such as free ARoS +1 access and various shopping discounts.
• People-centric, international environment rooted in Denmark.