Senior Service Manager

The Opportunity

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.

Role Overview

As a Service Manager, you will:

• 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.

What You'll Do

Service Delivery & Operations

• 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.

Platform & System Oversight

• 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.

Compliance & Continuous Improvement

• 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.

What Success Looks Like Months)

• Clear service delivery goals, metrics, and processes are defined and continuously improving.
• Operations & Maintenance workflows are noticeably streamlined and partially automated.
• SLAs are consistently met with strong monitoring and proactive issue resolution.
• Strong relationships with engineering, QA, compliance, and client teams—earning trust as a reliable partner.
• IT systems supporting service management are maintained in a validated, well-documented state.
• You leverage Dawn Health templates and AI-supported workflows to increase speed, quality, and clarity in your work.

About You

• Experience:
  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:
  You thrive in a scale-up environment, adaptable, hands-on, and motivated to push through blockers to deliver outcomes.
• Execution:
  You demonstrate 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-haves / Bonus points

• 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

About Dawn Health

Dawn Health is a digital health company specializing in developing Software as Medical Device (SaMD) and other regulated healthcare solutions. We deliver both strategic consulting and development of innovative digital therapies targeting patients on a global scale.

Working at Dawn Health is more than just a job. We are not just looking for new employees. We are looking for deeply passionate souls, gifted minds, innovators, team players, entrepreneurs and people who believe they can change the world.

We love to build things, change the status quo, and drive a new digital health agenda that will impact 1 million patients by 2030. Our passion not only includes the urge to make a difference and
Code to Save Lives
— we're also very focused on our people. You'll find warm, helpful, and friendly colleagues who care about each other and the mission we're on.