Global Major Incident Leader & Problem Champion

Uniphar Group; Saggart; Hybride; EUR 110 000 - 140 000; Plein temps

Avantages offerts par ce poste

Hybrid working

Résumé du poste

Uniphar Group is seeking a Major Incident Manager to lead its Global Major Incident Management capability from CityWest, operating in a hybrid model. The role focuses on commanding critical technology incidents, coordinating internal teams and third-party suppliers, and driving remediation through to resolution.

You will also support Problem Management by ensuring root causes are identified and corrective actions completed, with KPIs and reporting established for ongoing improvement.

Qualifications

• 5–7 years’ experience within IT Service Management, Service Delivery or IT Operations.
• 3–5 years’ experience in Major Incident Management, including leadership of high-severity incidents.
• Strong practical experience of ITIL Incident, Major Incident and Problem Management.
• Experience leading incidents within complex, multi-team and multi-supplier environments.

Responsabilités

• Define, implement and maintain the Global Major Incident Management process.
• Lead command and control during Major Incidents, coordinating internal teams and third-party suppliers through to service restoration.
• Establish Major Incident classification, declaration criteria, escalation paths and communication standards.
• Ensure clear end-to-end ownership and accountability throughout Major Incidents.
• Provide timely and accurate communications to business, technology and senior stakeholders.
• Lead Post-Incident Reviews and coordinate Root Cause Analysis across internal teams and suppliers.

Connaissances

Leadership

Incident management

Executive communication

Stakeholder management

Problem solving

Organised coordination

Formation

ITIL Foundation certification

Bachelor’s degree in IT/Engineering

Outils

ServiceNow

SIAM

ITSM tools

Description du poste

Uniphar Group is seeking a Major Incident Manager to lead its Global Major Incident Management capability from CityWest, operating in a hybrid model. The role focuses on commanding critical technology incidents, coordinating internal teams and third-party suppliers, and driving remediation through to resolution.

You will also support Problem Management by ensuring root causes are identified and corrective actions completed, with KPIs and reporting established for ongoing improvement.