Major Incident Manager

Uniphar; Ireland; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Uniphar in Ireland is seeking a Major Incident Manager to lead the Global Major Incident Management capability. You will drive command and control during critical technology incidents and coordinate internal teams and suppliers to restore services swiftly.

You will also contribute to Problem Management by ensuring root cause analyses are completed and corrective actions implemented, with a focus on continual service improvement.

Qualifications

• 5-7 years in IT Service Management, Service Delivery or IT Operations.
• 3-5 years in Major Incident Management with leadership of high-severity incidents.
• Strong experience with ITIL Incident, Major Incident and Problem Management.
• Experience working with third-party suppliers and cross-supplier escalations.

Responsibilities

• 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.
• Ensure significant and recurring incidents are transitioned into Problem Management where appropriate.
• Track corrective and preventative actions through Problem, Change and Release Management.
• Challenge suppliers on the quality and timeliness of Root Cause Analysis and remediation activities.
• Identify recurring incident trends and support proactive Problem Management.
• Define and maintain Major Incident and Problem Management KPIs and reporting.
• Work with the ServiceNow team to develop and improve Major Incident and Problem Management workflows.
• Develop Major Incident playbooks, procedures and readiness exercises.
• Establish and coordinate the Global Service Delivery on-call and escalation model.
• Support operational readiness and transition for Dawn and future service go-lives.
• Drive continual improvement of Major Incident and Problem Management practices.

Skills

Leadership

Calm under pressure

Stakeholder management

Verbal & written comms

Cross-team coordination

Facilitation & negotiation

Analytical problem solving

Organization & ownership

Education

ITIL certifications

ITSM/Service Management

Tools

ServiceNow

ITIL/ITSM tooling

Job description

Major Incident Manager

CityWest (Hybrid)

Full-Time | Permanent

The Role

The Major Incident Manager is responsible for establishing, operating and continually improving Uniphar's Global Major Incident Management capability. The role will lead the response to critical technology incidents, providing command and control across internal teams and third-party suppliers to restore services quickly and minimise business impact.

The role will also support Problem Management by ensuring significant and recurring incidents are appropriately investigated, Root Cause Analysis is completed, and corrective actions are driven through to resolution.

Key Responsibilities

• 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.
• Ensure significant and recurring incidents are transitioned into Problem Management where appropriate.
• Track corrective and preventative actions through Problem, Change and Release Management.
• Challenge suppliers on the quality and timeliness of Root Cause Analysis and remediation activities.
• Identify recurring incident trends and support proactive Problem Management.
• Define and maintain Major Incident and Problem Management KPIs and reporting.
• Work with the ServiceNow team to develop and improve Major Incident and Problem Management workflows.
• Develop Major Incident playbooks, procedures and readiness exercises.
• Establish and coordinate the Global Service Delivery on-call and escalation model.
• Support operational readiness and transition for Dawn and future service go-lives.
• Drive continual improvement of Major Incident and Problem Management practices.

Key Skills & Competencies

• Strong leadership and command-and-control capability.
• Calm and decisive under pressure.
• Excellent verbal and written communication skills.
• Strong stakeholder management and executive communication skills.
• Ability to coordinate multiple technical teams and suppliers during critical situations.
• Strong facilitation, negotiation and influencing skills.
• Confident challenging suppliers and technical teams where required.
• Strong analytical and problem-solving capability.
• Highly organised with strong attention to actions, ownership and timelines.
• Collaborative approach with a strong focus on service outcomes.
• Continuous improvement mindset.

Qualifications & Experiences

• 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.
• Experience conducting Post-Incident Reviews and coordinating Root Cause Analysis.
• Experience working with third-party suppliers and managing cross-supplier escalations.
• Experience with ServiceNow or a comparable enterprise ITSM platform.
• Experience within a SIAM or outsourced service environment desirable.
• Experience supporting major programme go-lives or service transitions desirable.
• ITIL Foundation certification preferred; advanced ITIL or Service Management certification desirable

Uniphar Background

Uniphar Group is a rapidly expanding diversified healthcare services business with a global footprint and a proud heritage in Ireland. Since Uniphar became a publicly listed company in 2019, the Group has grown organically and through a series of strategic acquisitions, which continue to strengthen Uniphar's international reach. With a workforce of more than 3,000 spread across Ireland, United Kingdom, Mainland Europe, MENA and the USA, Uniphar is a trusted global partner to pharma and medtech manufacturers, working to improve patient access to medicines and treatments around the world.

Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world's best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our expert teams. Uniphar is organised into three key divisions: Uniphar Supply Chain & Retail, Uniphar Medtech and Uniphar Pharma

Uniphar PharmaPharma is a global division operating across US, Europe, APAC and MENA, bringing a range of pharma services to manufacturers across the product life cycle. We leverage this platform to provide unlicensed medicines, or medicines that are otherwise difficult to source. In addition, we commercialise launch and