ABOUT THE COMPANY

A specialist in identity, secure transactions, and digital services, IN Groupe is the global leader in secure identity and trust services. Every day, our 4,000 employees across 40 countries work to ensure that everyone has access to a reliable and secure identity, both in the physical and digital worlds. With our solutions and our international network of 10 R&D centers, we support governments and businesses in more than 130 countries.

Joining IN Groupe means helping to shape the future of the identity and secure transaction market. Become part of our international teams — driven by innovation and proud to design solutions that make life easier and protect personal data for millions of people around the world.

ABOUT THE ROLE

Due to the nature of the role, holding Danish citizenship is a prerequisite.

IN Groupe Denmark operates Denmark’s national digital identity infrastructure, including MitID and NemLog-in. We are seeking a highly experienced Senior Incident & Problem Manager to lead escalation governance and structured problem management across these nationally critical services.

You will operate at the center of operational stability — driving high-impact incidents, safeguarding customer obligations, ensuring vendor delivery quality, and providing clear communication to executive stakeholders.

This is a senior role in a 24/7, SLA-driven environment where structure, authority, and composure are essential.

MAIN RESPONSABILITIES

· Take control of business-critical incidents, ensuring structured coordination, clear decision-making, and measurable progress.

· Act as escalation authority during high-impact incidents as part of the management on-call rotation.

· Provide concise executive briefings during critical incidents, including impact, risk exposure, and recovery strategy.

· Contribute to structured executive reporting on incident trends and operational risk.

· Govern and enforce the local Problem Management process in alignment with ITIL principles.

· Ensure high-quality root cause analysis and disciplined follow-up on corrective actions.

· Translate incident learnings into measurable, systemic improvements.

· Challenge and coordinate vendor performance (including service providers) to ensure delivery aligns with SLAs and customer obligations.

· Contribute to operational governance forums and service performance

ABOUT YOU

• Extensive experience handling business‑critical incidents in 24/7 environments

• Strong ITIL background, especially Incident and Problem Management

• Confident communicator with management and stakeholders

• Skilled in regulated, SLA‑driven, or national‑infrastructure settings

• Effective at coordinating distributed teams and vendors

• Solid technical understanding of production infrastructure and applications

• Professional proficiency in Danish and English

Personal qualities

• Calm, decisive, and authoritative under pressure

• Structured and disciplined in process execution

• Comfortable challenging vendors and driving accountability

• Clear communicator at all levels

• Persistent in follow‑up and focused on reducing operational risk