Event Manager

Time Type:

Full Time

Job Description

Event Manager

Department: Event Management - IT Service Intelligence, EOS Situational Management, Global IT
Company: DSV

Position Summary

The Event Manager is responsible for overseeing and continuously improving the IT Event Management process across DSV's Global IT landscape. This role ensures the proactive monitoring, analysis, prioritization, escalation, and coordination of IT events to minimize business impact, maintain service availability, and support operational excellence. Working closely with IT Operations, Service Management, Infrastructure, Application Support, and other technology teams, the Event Manager drives adherence to ITIL best practices, promotes effective event handling, and fosters continuous improvement across the organization to ensure timely detection, response, and resolution of IT events.

Key Responsibilities

Event Management Process Ownership

• Develop, implement, and maintain an effective IT Event Management process aligned with ITIL best practices and organizational objectives.
• Define and govern event management policies, procedures, workflows, and operational standards.
• Ensure compliance with established event management processes across Global IT teams.

Event Monitoring and Management

• Monitor all IT events, including incidents, alerts, system notifications, infrastructure events, and application warnings.
• Ensure accurate recording, categorization, and documentation of events within the event management platform.
• Analyze and prioritize events based on severity, business impact, urgency, and potential service disruption.

Incident Prevention and Service Protection

• Identify patterns and trends that may indicate emerging service issues or potential outages.
• Coordinate proactive actions to mitigate risks before they impact business operations.
• Ensure rapid event assessment and response to maintain service stability and availability.

Event Investigation and Resolution Coordination

• Collaborate with infrastructure, application, network, cloud, security, and support teams to investigate and resolve events efficiently.
• Facilitate cross-functional communication during major or high-priority events.
• Track event progress through resolution and ensure timely closure with appropriate documentation.

Escalation Management

• Identify critical and business-impacting events requiring immediate attention.
• Initiate and manage escalation procedures in accordance with established governance and communication protocols.
• Communicate significant events to key stakeholders, including leadership and senior management when necessary.

IT Service Management Integration

• Collaborate closely with Incident Management, Problem Management, Change Management, and Major Incident Management teams.
• Ensure effective coordination and information sharing across IT Service Management (ITSM) processes.
• Support root cause analysis activities and contribute to service improvement initiatives.

Reporting, Metrics, and Dashboard Management

• Develop and maintain event management dashboards, reports, and performance metrics.
• Monitor key performance indicators (KPIs), service trends, event volumes, response times, and resolution effectiveness.
• Provide regular operational and executive-level reporting on event management performance and service health.

Continual Service Improvement

• Conduct regular reviews of event management processes, procedures, and performance data.
• Identify opportunities for automation, optimization, and operational efficiency.
• Lead initiatives to improve event detection, alert quality, response effectiveness, and stakeholder communication.
• Recommend and implement improvements based on trend analysis and lessons learned.

Qualifications & Experience

Required Qualifications

• Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field, or equivalent professional experience.
• Minimum 2 years of experience in IT Operations, IT Service Management, NOC, SOC, Service Desk, or Event Management environments.

Preferred Qualifications

• Strong understanding of ITIL framework and IT Service Management principles.
• Experience with enterprise monitoring and event management platforms.
• Knowledge of infrastructure, cloud services, networks, servers, databases, and enterprise applications.
• ITIL Foundation or higher certification.
• Experience in a global enterprise environment.
• Experience with ServiceNow Event Management, ThousandEyes, Splunk, Dynatrace, SolarWinds, SCOM, Azure Monitor, or similar monitoring tools.
• Knowledge of automation and event correlation technologies.

Key Competencies

• Event Management & Monitoring
• ITIL Service Management
• Incident & Major Incident Coordination
• Problem Solving & Root Cause Analysis
• Stakeholder Management
• Service Operations Governance
• Data Analysis & Reporting
• Process Improvement
• Cross-Functional Collaboration
• Communication & Escalation Management
• Leadership & Decision-Making
• Continuous Improvement Mindset

Success Measures

• Reduction in service-impacting incidents through proactive event management.
• Improved event detection, response, and resolution times.
• Effective stakeholder communication during critical service events.
• Increased event-to-incident correlation accuracy.
• Enhanced operational visibility through reporting and dashboards.
• Continuous improvement of event management processes and service availability.

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

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