ITSM Incident Process Manager
ITSM Incident Process Manager
Work where it happens
As Action continues to grow across Europe, reliable IT services are essential to keeping our stores, distribution centres and head office running smoothly. With thousands of colleagues depending on technology every day, incident management plays a critical role in maintaining business continuity and service quality.
As our ITSM Incident Process Manager, you will take ownership of Incident Management and Major Incident Management across our international IT landscape. You will not be coordinating every incident yourself. Instead, you will define the standards, governance, and performance framework that ensure internal teams and IT partners consistently deliver high-quality service.
This is a role for someone who enjoys driving improvement, influencing stakeholders, and creating structure in a complex multi-supplier environment.
Your daily actions
As ITSM Incident Process Manager, you will be responsible for the continuous development and governance of our Incident Management processes.
You will:
- 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 service providers.
- Drive the transition from reactive incident resolution to proactive service stability management.
- Identify trends, recurring incidents and structural issues, ensuring sustainable improvements are implemented.
- Challenge suppliers on performance and drive corrective actions when service levels are not met.
- Lead supplier reviews focused on service quality, operational risks and improvement opportunities.
- Act as the senior governance point of contact for Incident Management across the organisation.
- Facilitate governance meetings and influence stakeholders at different organisational levels.
- Provide leadership during critical business-impacting incidents when escalation or intervention is required.
- Promote service management best practices and increase process maturity across the organisation.
- Build a culture of accountability, service ownership and operational excellence.
Meet your team
You will be part of our IT Service Management organisation at Action headquarters. Together with service managers, architects, operational teams and external IT partners, you will ensure our IT services remain stable, scalable and fit for a rapidly growing international retail business.
You will work in a highly collaborative environment where influencing, stakeholder management and continuous improvement are key to success.
What you'll bring
We're looking for a professional who combines strong process management capabilities with excellent stakeholder management skills.
You also have:
- A 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 an Incident Manager, Major Incident Manager, Crisis Manager or similar role.
- Strong experience managing Incident Management processes within a complex, multi-supplier environment.
- Experience governing outsourced IT service providers and service contracts.
- Experience with ServiceNow ITSM.
- The ability to influence senior stakeholders, suppliers and technical teams without direct management responsibility.
- A proven track record in driving process improvements, organisational change and service maturity initiatives.
- Strong analytical skills combined with a pragmatic, results-driven mindset.
- Excellent communication skills in English.
What we offer
At Action, you will join one of Europe's fastest-growing retailers. You'll have the opportunity to shape and mature a critical ITSM process that impacts thousands of users across multiple countries.
In return, we offer:
- A competitive salary package.
- Annual bonus based on company and personal performance.
- Flexible working arrangements with a combination of office and remote working.
- Extensive opportunities for training and personal development.
- A dynamic, international working environment where your impact is immediately visible.
- The chance to contribute directly to the operational resilience and stability of a growing international organisation.
Interested?
Are you ready to drive the next stage of Incident Management maturity at Action and help create a more stable, resilient IT landscape across Europe?
Apply now and become our new ITSM Incident Process Manager.