Remote-Hybrid ITSM Incident & Major Incident Manager

Action; Zwaagdijk-Oost; Hybride; EUR 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Annual bonus

Flexible working

Office + remote hybrid

Résumé du poste

Action is seeking an ITSM Incident Process Manager to own Incident Management and Major Incident Management across our international IT landscape. You will define standards, governance, and performance frameworks that ensure internal teams and IT partners consistently deliver high-quality service.

This role suits someone who enjoys driving improvement, influencing stakeholders, and creating structure in a complex multi-supplier environment, with flexible hybrid working across Europe.

Qualifications

• Bachelor’s or Master’s degree in Information Technology, Business Information Management or a related field.
• ITIL 4 Foundation certification; additional ITIL qualifications are a strong advantage.
• Experience as Incident Manager or Major Incident Manager in a multi-supplier environment.

Responsabilités

• Own and continuously improve the Incident Management and Major Incident Management framework.
• Define standards, policies, processes and governance models for incident handling.
• Monitor process performance and ensure compliance across internal teams and external providers.
• Drive transition from reactive incident resolution to proactive service stability management.
• Identify trends and structural issues, ensuring sustainable improvements.
• Lead supplier reviews focused on service quality and risks.

Connaissances

Incident management

ITIL

Stakeholder management

ServiceNow ITSM

Governance

Formation

Bachelor’s or Master’s in IT/related

Outils

ServiceNow ITSM

Description du poste

Action is seeking an ITSM Incident Process Manager to own Incident Management and Major Incident Management across our international IT landscape. You will define standards, governance, and performance frameworks that ensure internal teams and IT partners consistently deliver high-quality service.

This role suits someone who enjoys driving improvement, influencing stakeholders, and creating structure in a complex multi-supplier environment, with flexible hybrid working across Europe.