Service and Incident Manager

SERVICE & INCIDENT MANAGER

Function

As a Service & Incident Manager you will work in the Enterprise Technology & Services (ETS) department and will ensure high-quality, stable, and predictable delivery of ETS services to internal project and service delivery teams. This role owns the end-to-end service performance for a defined set of ETS services and coordinates the full lifecycle of incident management. In North America, the role will also act as the first line of contact for BU leadership, including the General Manager, Operations, Business Development, and other local leadership stakeholders. The mission is to drive operational excellence, strengthen cross-team collaboration, and further improve and mature ETS services in North America.

The role is based in Atlanta, USA.

What is UMAX?

UMAX integrates CRM, billing, invoicing, cash collection, meter data, asset and service management modules in one solution, offering utilities the tools & processes for effective sales, increased customer contribution margins, reduced lead times and streamlined operations. By doing so, it enables them to take operational performance and customer experience to higher levels, while cutting costs to serve.

As a Service & Incident Manager you will…

Service Management

• Own end-to-end service performance, quality, and lifecycle management for a defined portfolio of services

• Put customers and the teams serving them at the center of service management, ensuring ETS services help North American teams deliver stronger customer outcomes

• Monitor and enforce adherence to KPI’s and SLA’s, ensuring predictable, high-quality service delivery

• Act as the central orchestrator of service operations, driving standardized, structured, and scalable execution across teams

• Lead recurring service reviews with project and service delivery teams to drive continuous improvement

• Coordinate centralized service planning to ensure capacity alignment, transparency, and effective follow-up

• Maintain oversight of service requests, scheduling, and resource planning, ensuring optimal prioritization and utilization

• Track and report on operational performance and service metrics, providing actionable insights to stakeholders

• Perform daily operational follow-up, ensuring continuity, quality, and timely execution across services

• Act as a key interface between operations, delivery teams, and product teams (R&D/SDEL)

• Act as the first line of contact for North American BU leadership, including the General Manager, Operations, Business Development, and other local leadership stakeholders, ensuring alignment on priorities, risks, service performance, and improvement opportunities

• Build strong local relationships and actively contribute to the continued improvement, adoption, and maturity of ETS services in North America

• Provide regular, structured communication to local and global stakeholders on service health, incidents, and delivery progress

• Translate operational topics into clear business impact, enabling informed decision-making

• Ensure timely and structured engagement with Microsoft support, especially for high-priority incidents and platform-related risks

Incident Management & Major Incidents

• Lead and coordinate the end-to-end incident management process

• Serve as the primary escalation point for P1/P2 incidents

• Lead major incident bridges, ensuring structured coordination and clear stakeholder communication

• Ensure proper documentation, RCA, and follow-up actions are completed, tracked, and driven to closure

Our ideal candidate…

Experience & background

• Has min. 3-7 years’ relevant experience as a Service and/or Incident manager

• Has experience with Microsoft Azure cloud platform (nice to have).

• Has experience with Dynamics 365 and/or the Power Platform (nice to have).

Skills & Competencies

• Strong customer-centric mindset: starts each day with the intent to serve customers, support colleagues, and help others succeed through reliable, high-quality services

• Experience with tools like Azure DevOps, Topdesk,…

• Ability to interpret metrics and work KPI driven

• Excellent communication.

• Stakeholder management.

• Analytical problem solving.

• Resilience under pressure.

Success Measures

• KPI adherence

• Reduction in repeat incidents.

• Stability of services.

• Effectiveness of major-incident handling.

We offer you...

• A warm welcome! Enthusiastic colleagues will help you integrate and quickly feel at ease.

• The possibility to gain valuable experience in a fast-changing technological market.

• In-depth initial training, long term career development and personal growth.

• An attractive & competitive compensation & benefits package

• Modern, spacious office in Atlanta

• And… a lot of ‘fun’ moments!