Incident Manager

Scarabee Group; Hoofddorp; Remote; EUR 39,000 - 56,000; Full time

Benefits offered by this job

Laptop and phone provided

Pension scheme

Travel expense reimbursement

25 days annual leave

Company events and chair massage

Job summary

Daifuku is seeking an Incident Manager to lead technical incident coordination and act as the key liaison between customers, service teams and engineering. You will drive prompt resolution while addressing root causes to improve system reliability.

You will coordinate cross-functional teams, communicate clearly in Dutch and English, and ensure SLAs and uptime are upheld in a high-availability environment.

Qualifications

• Experience with incident management and ITSM.
• Ability to stay calm under pressure and set priorities.
• Strong communication with technical and non-technical stakeholders.
• Fluency in Dutch and English.

Responsibilities

• Take ownership of technical incident coordination and processes.
• Act as main contact for customers, reporting status and impact.
• Hold regular meetings with customers to review incidents.
• Coordinate with internal teams and suppliers to define actions.
• Identify unresolved incidents and escalate accordingly.
• Translate technical findings for non-technical audiences.
• Prepare incident and customer reports and lead reviews.
• Contribute to ongoing improvement of incident management processes.
• Support root cause investigations with Maintenance Engineering.

Skills

Incident management

IT service management

Calm under pressure

Stakeholder communication

Ownership

Prioritization

Data analysis

Reporting

System uptime

Dutch English

Education

MBO/HBO level

Tools

ServiceNow

Jira

TOPdesk

Job description

Are you someone who stays calm when a technical incident affects airport operations? Do you enjoy taking the lead in resolving incidents while bringing together customers, technical specialists and suppliers? And would you like to play a key role in improving the reliability of mission-critical systems? Then we would love to hear from you.

Daifuku is a leading player in the airport industry. We develop and deliver innovative solutions covering the entire passenger journey, from arrival to boarding, with a strong focus on passenger experience and safety. Our technology can be found in security lanes and self-service bag drops at airports around the world.

Our products operate in mission-critical environments: when a system goes down, thousands of passengers immediately feel the impact. As an Incident Manager, you will maintain oversight, act as the key link between customers, service teams and engineering, and ensure that incidents are resolved quickly while their underlying causes are addressed systematically.

What will you do as Incident Manager?

• Take ownership of technical incident coordination, ensuring incidents are handled promptly and in accordance with agreed processes;
• Act as the main point of contact for customers, proactively communicating incident status, impact, progress and next steps;
• Hold regular meetings with customers to review outstanding incidents and discuss trends;
• Bring together the appropriate internal departments, technical specialists and suppliers, establishing clear responsibilities and follow-up actions;
• Identify and elevate incidents that remain unresolved for too long or where incident management procedures are not being followed correctly;
• Ensure clear communication between technical teams and customers, translating technical information into understandable language;
• Analyse incidents and reports to identify trends, patterns and recurring issues;
• Contribute to root cause investigations and ensure improvement actions are followed through, working closely with Maintenance Engineering;
• Prepare and maintain incident reports and customer reports, and lead the associated review meetings;
• Actively contribute to the continued development and professionalisation of our incident management processes.

What do you bring to the role?

• A vocational or higher professional education level (MBO+/HBO), or equivalent working and thinking level;
• Experience with incident management, IT Service Management (ITSM) and technical systems;
• The ability to stay calm under pressure, maintain oversight and set the right priorities;
• Strong communication skills and the ability to engage effectively with both technical and non-technical stakeholders;
• A strong sense of ownership, the confidence to hold others accountable for commitments and the ability to elevate when necessary;
• An understanding of how priority, impact and urgency influence incident management;
• The ability to analyse incident data, identify trends and translate findings into concrete improvements;
• The ability to clearly report and communicate technical information to different audiences;
• An understanding of how technical decisions affect system uptime, Service Level Agreements (SLAs) and customer value;
• The ability to thrive in a dynamic, operationally demanding and technically complex environment;
• Excellent written and spoken Dutch and English.

It would also be an advantage if you have:

• Experience in the airport industry or a comparable high-availability environment;
• Experience with ServiceNow, Jira or TOPdesk;
• ITIL certification;
• Experience working with international customers or in an international environment;
• Proficiency in German.

What do we offer?

• A gross salary of €3,500 – €5,000 per month based on full-time employment, depending on your knowledge and experience;
• 25 days of annual leave;
• Opportunities for personal development and career growth through training and coaching;
• A company laptop and mobile phone, also available for personal use;
• An attractive pension scheme and travel expense reimbursement;
• Approximately 150 dedicated and professional colleagues across the Netherlands, Germany and Japan;
• Friday afternoon drinks, company events and a monthly chair massage at the office;