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Senior Service Manager

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Life Science Talent

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Location:
Denmark , København

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Dawn Health is a leading digital health company enabling Life Science partners to build beautifully designed, high-reliability digital products at speed and in compliance with the highest quality standards. We are growing our team with a passionate Service Manager who will play a key role in ensuring the reliable, compliant, and high-quality operation of our digital products and internal systems. In this role, you will collaborate closely with talented colleagues across engineering, product, compliance, and client-facing teams, and work directly with global pharmaceutical partners to drive impactful outcomes.

Job Responsibility:

  • Define and drive service delivery excellence across Dawn Health's digital products and IT service management systems
  • Lead cross-functional efforts to mature, streamline, and automate operations and maintenance processes
  • Serve as the main point of contact for service performance, incident handling, and platform oversight
  • Maximize operational efficiency through integrated tooling, structured processes, and continuous improvement practices
  • Mature, streamline, and automate Operations & Maintenance activities for mobile apps, web apps, and backend systems
  • Ensure efficient operation within agreed SLAs through monitoring, alerting, and outgoing optimization
  • Handle service requests from end-users and costumers, including incident triage and communication
  • Monitor external platforms (Azure, Apple iOS, Google Android) for changes, incidents, and cybersecurity events in collaboration with developers
  • Serve as a super user of internal ITSM systems (e.g., Azure DevOps, App Stores), ensuring validated and compliant operations
  • Support validation activities for IT systems together with cross-functional teams
  • Maintain and design SOPs and Instructions for Incident Management
  • Ensure CAPAs, nonconformities, and compliance tasks are followed through to completion
  • Maintain accurate and up-to-date process documentation

Requirements:

  • 5-7 years of experience in service management, IT operations, or a related role – preferably in regulated digital products, medical devices, or SaaS environments
  • Persistence: thrive in a scale-up environment, adaptable, hands-on, and motivated to push through blockers to deliver outcomes
  • Execution: strong crisis-management and problem-solving skills, an ability to collaborate across technical and non-technical disciplines, and a passion for detailed, structured, and automated process improvement
  • Collaboration: Exceptional communicator - clear, proactive, and comfortable interacting directly with customers and internal teams
  • Education: Bachelor’s or master’s degree in a relevant field (Engineering, IT, Computer Science, etc.) or equivalent practical experience

Nice to have:

  • Experience with service delivery, compliance, or roles such as service manager, incident manager, or change manager
  • Familiarity with Azure databases and cloud infrastructure
  • understanding of vulnerability management, lifecycle management, or security baselines
  • Experience with writing compliance documentation or working with ISO/IEC quality standards
  • System administration experience (Windows, macOS, or cloud systems)
What we offer:
  • A portfolio of meaningful products that impact patient lives at scale
  • Autonomy, trust, and support to do the best work of your career
  • An open, collaborative environment with talented peers across engineering, design, clinical, and regulatory
  • Career growth in one of the leading digital health scale-ups, alongside world-class pharma partners
  • The opportunity to leave your mark on the future of digital health
  • Copenhagen’s best view and best office espresso machine

Additional Information:

Job Posted:
January 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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