Global Service Management Specialist

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Global Service Management Specialist – Service Management Office (SMO)

This is a key role in shaping, governing, and optimizing the global IT service management framework across Novonesis.

Following the merger into Novonesis, we are strengthening our Service Management Office (SMO) to provide a unified, robust, and efficient service management backbone that supports both IT and the Line of Business. You will act as a central link between service management governance and day-to-day operations, ensuring that what we design in the SMO works in real life.

We are looking for a specialist who can design and refine service management processes, turn strategic direction into practical standards, and is both data-driven and AI-curious, using insights to continuously improve how we deliver and manage IT services. You don’t need to be an expert in everything from day one – what matters most is your experience with service management and your motivation to learn and improve.

This role will work closely with the IT Service Desk and Remote Support, ensuring that service management processes, the IT Service Portal, and our tools are not only well-designed, but also operationally adopted and effective across our global support organization.

In this role, you will:

• Own and develop core IT service management (ITSM) processes and governance, ensuring strong alignment between tools, data, processes, and the organization.
• Take end-to-end responsibility for the IT Service Portal – the primary entry point for all IT incidents and service requests – ensuring it is intuitive, user friendly, and sense-making for all Novonesis employees.

Collaborate closely with the IT Service Desk and Remote Support to ensure that ITSM processes are fully operationalized, adopted in daily operations, and continuously improved based on feedback.

Welcome to the Service Management Office (SMO) 

Join the SMO within Core IT Services, a central function driving IT service management standards, governance, and direction globally. 

We work in an agile way, delivering iterative improvements and collaborating closely with stakeholders to prioritize valuable initiatives. Our team values a supportive, open, and inclusive culture where questions are encouraged, mistakes are learning opportunities, and diverse perspectives shape our decisions. 

The SMO manages ITSM data, processes, governance, and the ServiceNow platform in collaboration with the IT Service Desk and other teams. Upcoming priorities include harmonizing global processes, enhancing ServiceNow, and leveraging automation and AI for improved efficiency and user experience. 

We offer hybrid work with flexible hours, primarily based in Hørsholm, with access to Lyngby and Carlsberg Byen offices, plus remote work options. 

In this role, you’ll make an impact by acting as a central link between service management governance and operational execution.

You will be responsible for:

• Collaborate closely with the IT Service Desk to ensure that ITSM processes are fully operationalized in daily operations, and that value is realized.
• Take shared responsibility for the IT Service Portal, helping to ensure it is intuitive and user friendly for colleagues across Novonesis.
• Harmonize ways of working across regions and legacy organizations to ensure one common, global approach, and ensure that processes, documentation, and tooling are in place.

You will play a key role in ensuring that what we design in the SMO works in real life and that feedback from operations is fed back into our standards and tools.

To succeed in this role: 

You need a strong service management mindset, a structured approach, and the ability to connect strategy, process, and operations. Key qualifications include: 

• Experience in IT service management, SMO, or governance roles, ideally in large/global organizations. 
• Strong ITIL knowledge and experience managing core ITSM processes. 
• Hands-on experience with ServiceNow or similar ITSM tools. 
• Ability to standardize and harmonize legacy processes. 
• Excellent stakeholder management and communication skills in a global context. 
• Fluency in English (other languages are a plus but not required; Danish is not needed). 

You may have a background as a service manager, process owner, SMO specialist, or ServiceNow/ITSM specialist. A relevant degree (e.g., MSc/BSc in IT, Computer Science, Business IT, or similar) is an advantage, but practical ITSM experience can compensate for a different educational path. 

On a personal level, you are:

• Structured and analytical – important because you translate complex input into clear, usable processes that colleagues can easily understand and follow.
• Pragmatic and solution-oriented – important because you help design standards that work in everyday practice for the IT Service Desk and wider IT.
• Strong collaborator and culturally aware – important because you build trust and alignment with diverse teams across regions, cultures, and legacy organizations.
• Comfortable influencing without formal authority – important because you drive change and process adoption through dialogue, listening, and credible advice rather than line responsibility.
• Curious and improvement-driven (incl. data, automation, and AI) – important because you help us evolve our services over time, using insights and new tools where they add real value.
• Team player willing to occasionally step outside the comfort zone – important because in a small central team, we support each other and sometimes take on new tasks where the team needs it most.

The ideal candidate would typically have several years of experience (around 3–5+ years) in IT Service Management, SMO, or Service Desk optimization roles, but we’re more interested in your impact and learning curve than the exact number.

Application deadline: 1st February 2026

Location: Hørsholm

Contact details: Head of Service Management Office Thomas Skov Olesen [email protected]

We will screen in-coming applications and invite for interviews continuously during the application period, so please apply as soon as possible.

Could our purpose be yours? Then apply today!

At Novonesis we commit to an inclusive recruitment process and equality of opportunity for all our job applicants. We recommend you not to attach a cover letter to your application. Instead, please include a few sentences in your resume/CV about why you are applying. To ensure a fair recruitment process, please refrain from adding a photo in your resume/CV.
 
Novonesis is dedicated to fostering a unique community by embracing and respecting differences. We make all employment decisions based on business needs, ensuring that every individual can thrive, regardless of identity or background such as ethnicity, religion, gender, sexual orientation, age, disability, or veteran status.

Want to learn more?
Learn more about Novonesis, our purpose, and your career opportunities at novonesis.com

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