Senior Incident Manager

Notre client dans le secteur Santé et pharma recherche un Senior Incident Manager H/F Descriptif de la mission:

Job Posting – Senior Incident Manager

Context and objective

A large organization is seeking a senior profile to manage IT incidents affecting business services and operational continuity. The mission aims to ensure rapid, coordinated, transparent and effective resolution of complex incidents, while acting as the bridge between business stakeholders, communication teams and technical IT teams.

Main responsibilities

1. End-to-end incident management
• Own the full lifecycle of IT incidents: assessment, prioritization, coordination, escalation and closure
• Coordinate multidisciplinary IT teams, service owners and vendors to restore services quickly
• Ensure high-quality registration, categorization and documentation in ITSM tools
• Maintain clear, structured and timely communication with stakeholders

2. Communication and stakeholder coordination
• Act as the key contact for business stakeholders regarding business impact and service status updates
• Work closely with internal and external communication teams to align user-facing communications during and after incidents
• Prepare communication briefs, impact statements, status messages and post-incident updates

3. Leadership of major incidents and war rooms
• Serve as the primary operational lead during major incidents
• Organize and facilitate war rooms involving infrastructure, application, security and service desk experts
• Ensure technical teams collaborate efficiently toward resolution
• Provide concise and structured updates to management and business stakeholders

4. Process documentation and governance
• Contribute to the documentation and continuous improvement of incident management processes, procedures, runbooks and operational guidelines
• Produce high-quality documentation including processes, procedures, PIR reports, runbooks, incident summaries and communication templates
• Identify and document gaps in process, tooling and people impacting incident resolution effectiveness
• Align procedures with ITIL/ITSM best practices and internal governance requirements
• Work with governance, compliance, leadership and service owners to define corrective and improvement actions

5. Continuous improvement and analysis
• Lead Post-Incident Reviews with business and IT teams to identify failures, gaps and improvement opportunities
• Analyze incident trends, MTTR, SLA performance and recurrence indicators
• Recommend and implement improvements to processes, tools and communication flows

6. Collaboration with Change and Problem Management
• Work closely with Change Management to identify high-risk changes and avoid recurring incidents
• Align with Problem Management to support root cause analysis and long-term solutions
• Ensure communication teams receive timely and accurate information related to change impacts and problem findings

Profile sought

Technical requirements
• 10+ years of experience in Incident Management or similar ITSM leadership roles
• Deep knowledge of ITIL processes, especially Incident, Problem and Change
• Strong experience with ITSM and communication tools such as ServiceNow, Jira Service Management, Confluence, Teams and monitoring tools
• Strong ability to translate complex technical issues into business-oriented communication
• Excellent process documentation and reporting capabilities

Non-technical requirements
• Exceptional communication skills with business stakeholders, communication teams and technical IT teams
• Strong crisis management presence and ability to lead war rooms
• Excellent facilitation, negotiation and stakeholder management skills
• Structured, analytical and detail-oriented approach
• Experience coordinating complex incidents across large IT organizations

Methodology / certification requirements
• Bachelor’s or Master’s degree in IT, Computer Science, or equivalent professional experience
• ITIL Foundation required; ITIL Intermediate/Expert preferred

Language requirements
• French and Dutch are mandatory at professional working level
• English required

Compétences / Qualités indispensables: Incident Management,ITIL / ITSM processes,ServiceNow,Crisis management / war room leadership,Stakeholder communication,French and Dutch Compétences / Qualités qui seraient un +: ITIL Intermediate/Expert certification