Director, IT Service Management - Demant IT

We are looking for a visionary and strategic leader to head up IT Service Management at Demant. In this role, you will take overall responsibility for shaping how IT services are delivered across our global organization. With ServiceNow as our strategic platform, you will bring people, processes, and technology together to create a consistent, scalable, and high-quality IT service experience.

You will play a pivotal role in bringing together multiple IT functions onto one common platform (from different platforms and processes), optimizing and maturing our ITSM processes. Furthermore, you will be working closely with our business stakeholders on an Enterprise Service Management level and ensuring that ServiceNow continues to support the needs of the different business areas that are already using the solution – while paving the way for future adoption.

Welcome to Enterprise Platform, Infrastructure & Security

You will join Demant’s Enterprise Platform, Infrastructure & Security organization, reporting to the VP and becoming part of the Global Leadership Team. The organization consists of 250 people working behind the scenes to enable innovation, reliability, and security across Demant’s global IT operations. Collaboration, trust, and accountability are central to how we work, and you will be part of a leadership team that values openness, knowledge sharing, and continuous improvement.

Head Up Global IT Service Management

You will lead a global team of more than 10 Process and ServiceNow specialists and set the direction for how IT services are designed, delivered, and continuously improved. As much of the team is located in Poland, the role includes regular travel and occasional stays abroad.

You will be working closely with IT leaders, business stakeholders, and external partners, and you will guide the organization towards a more standardized, transparent, and value-driven approach to IT service management. Your leadership will help create clarity across teams, support solid collaboration, and ensure that IT services truly enable the work of our colleagues around the world.

Joining us, you will define the global ITSM strategy, govern ServiceNow as a key enterprise platform, mature enterprise service management processes, and lead initiatives that strengthen IT service delivery across Demant.

Joining us, you can look forward to the following responsibilities:

• Build, lead, and develop a high-performing global IT Service Management team, fostering a culture of trust, collaboration, and continuous learning.
• Own and continuously evolve ITIL-based processes, including Incident, Problem, Change, Request, and other related ITSM processes.
• Define and govern the technical strategy and roadmap for ServiceNow, establishing it as Demant’s strategic Service Management platform.
• Drive global adoption of ServiceNow across IT and business support functions, enabling the organization to leverage the platform to create measurable value.
• Lead Service Management related transformation and change initiatives, ensuring engagement, alignment, and sustainable adoption across the organization.

In addition to these responsibilities, the role involves defining meaningful KPIs and reporting standards that provide transparency into service quality, performance, and compliance. Continuous improvement initiatives are a core focus, emphasizing enhancements in user experience, operational efficiency, and overall service reliability. Building strong, trusting relationships with internal stakeholders, IT leadership, and external partners is critical to success, as is ensuring that ITSM processes and ServiceNow configurations fully meet security, compliance, and audit requirements. Finally, the role requires active support in prioritizing, allocating resources, and executing initiatives within established budgets and timelines, ensuring that strategic objectives are met effectively and efficiently.

What You Bring

You hold a bachelor’s or master’s degree in information technology, Business Administration, Engineering, or a related field, and you bring several years of experience from senior IT Service Management leadership roles in a global organization. You have deep knowledge of ITIL and a good understanding of how structured service management enables stable and scalable IT operations.

You bring practical experience and a good technical understanding of ServiceNow and you know how to balance governance with flexibility and business needs. You think strategically, yet you are comfortable translating strategy into practical actions and measurable results.

As a leader, you create engagement and trust, communicate clearly, and bring people together across cultures and functions. Finally, you are experienced in leading change, navigating complexity, and creating alignment in a global environment.

Come and join us

Sent your CV before Jan 26, 2026. We review applications continuously.

For inquiries regarding the application process, please use the online application form. If you would like to know more about the position, you are welcome to contact Vice President, Enterprise Platforms, Infrastructure & Security, Rasmus Rasmussen via email rasr@demant.com

We are curious to meet you! 

Recruitment Process Information:

We will begin to invite candidates for interviews after the application deadline. The first-round interviews are scheduled for the 3rd, 4th, and 5th of February. You can expect the final round of interviews to be held on the 9th and 10th of February.

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At Demant we value diversity, equity and inclusion (DE&I) and we are committed to creating an inclusive working environment. We welcome applications from all qualified candidates regardless of ethnic background, personality, age, gender, and education. Diversity is part of our cultural DNA. Women in STEM areas are particularly encouraged to apply, as Demant supports United Nations Sustainable Development Goal 5 on gender equality.