SAP Incident Manager

Akkodis; Penyffordd; On-site; GBP 60,000 - 90,000; Full time

Job summary

Akkodis is seeking an experienced Incident Manager for a new Solution Design role in North Wales, onsite. The Senior role requires expertise in structured Incident Management within ITSM, incident logging, categorisation, prioritisation and triage.

You will coordinate the Level 1 Hypercare team with L2/L3 resolver groups, maintain incident quality, and drive response and resolution during Pilot and Full Go-Live. SAP S/4HANA manufacturing context is highly desirable.

Qualifications

• Senior Incident Manager with proven experience in structured Incident Management in ITSM environments.
• Experience coordinating Level 1 Hypercare with L2/L3 resolver groups.
• Familiarity with SAP S/4HANA manufacturing processes (PP/MM/QM) is highly desirable.

Responsibilities

• Coordinate incident logging, categorisation, prioritisation, triage, escalation, and resolution.
• Lead shift handovers and backlog control with operational reporting.
• Interface with L2/L3 teams to maintain incident quality and drive performance during go-live.

Skills

Incident management

ITIL

ServiceNow

Stakeholder coordination

Tools

SAP S/4HANA

ServiceNow ITSM

Job description

Location: Broughton, North Wales (Onsite)

Incident Manager (new Solution Design role)
Senior Incident Manager with strong experience of structured Incident Management in ServiceNow/ITSM environments, including incident logging and categorisation, prioritisation, triage, escalation, resolution coordination, shift handover, backlog control and operational reporting. The role should be capable of coordinating the Level 1 Hypercare team with Airbus L2/L3 resolver groups, maintaining incident quality and driving response/resolution performance during Pilot and Full Go-Live. Experience of SAP S/4HANA manufacturing environments, PP/MM/QM processes and high-pressure shop-floor operations is strongly desirable. ITIL Incident/Major Incident Management capability would also be highly relevant.

Important: Bid-Stage Opportunity

This role forms part of an active Akkodis consulting bid and is subject to the successful outcome of the bid process. We are currently identifying suitable contractors to form the proposed delivery team for an April 2027 start. If successful, you would be expected to take up the contract and work as part of the Akkodis delivery team supporting the client. Shortlisted candidates may also be asked to support a final client presentation or solution discussion as part of the bid. This would be discussed with you in advance and agreed before proceeding.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.