Role Overview
The Senior Incident Manager is responsible for the rapid, coordinated, and effective resolution of IT incidents impacting our business services and operational continuity. With extensive expertise in incident management, communication, and process documentation, this role ensures that complex incidents are handled professionally, transparently, and efficiently.
A critical part of the role is acting as the bridge between business stakeholders, internal and external communication teams, and technical IT teams. The Senior Incident Manager ensures that business impact is clearly communicated, user‐facing messaging is aligned, and IT teams are mobilized effectively—often through well‐structured war rooms during major incidents.
Key Responsibilities
1. End-to-End Incident Management
* Own the entire lifecycle of IT incidents: assessment, prioritization, coordination, escalation, and closure.
* Coordinate multidisciplinary IT teams, service owners, and vendors to restore services swiftly.
* Ensure high-quality registration, categorization, and documentation in ITSM tooling.
* Maintain clear, structured, and timely communication with all stakeholders.
2. Communication & Stakeholder Coordination
* Act as the key contact for business stakeholders to ensure they receive clear and accurate updates on business impact and service status.
* Collaborate closely with internal and external communication teams to align user‐facing messages during and after incidents.
* Prepare communication briefs, impact statements, status messages, and post‐incident updates.
3. Leadership of Major Incidents & War Rooms
* Serve as the primary operational leader during major incidents.
* Organize and facilitate war rooms, coordinating experts from infrastructure, applications teams, security, and service desk.
* Ensure technical teams work efficiently and collaboratively toward incident resolution.
* Provide concise, structured incident updates to management and the business.
4. Process Documentation & Governance
* Contribute to the documentation and continuous improvement of Incident Management processes, procedures, runbooks, and operational guidelines.
* Produce high‐quality documentation: processes, procedures, PIR reports, runbooks, incident summaries, and communication templates. Identify and document process, tooling, and people gaps that impact incident resolution effectiveness.
* Align procedures with ITIL/ITSM best practices and internal governance requirements.
* Partner with governance and compliance teams to ensure regulatory and sector‐specific
* Work with IT leadership, governance teams, and service owners to define corrective and improvement actions.
5. Continuous Improvement & Analysis
* Lead Post‐Incident Reviews (PIRs) with both 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, tooling, and communication flows.
6. Collaboration with Change & Problem Management
* Work closely with Change Management to identify high-risk changes and avoid recurring incidents.
* Align with Problem Management to ensure root cause analysis and long-term solutions.
* Ensure that communication teams receive timely, accurate information related to change impacts and problem findings.
Required Skills & Competencies
Technical & Professional Skills
* 10+ years of experience in Incident Management or similar ITSM leadership roles.
* Deep knowledge of ITIL processes (Incident, Problem, Change).
* Strong experience with ITSM and communication tools (e.g., ServiceNow, Jira Service Management, Confluence, Teams, monitoring tools).
* Strong ability to understand and translate complex technical issues into business‐oriented communication.
* Excellent process documentation and reporting capabilities.
Soft Skills
* Exceptional communication skills, capable of addressing:
* business stakeholders,
* communication teams, and
* technical IT teams.
* Strong crisis management presence and the ability to lead war rooms.
* Excellent facilitation, negotiation, and stakeholder management skills.
* Structured, analytical, and detail‐oriented approach.
* Fluent in NL and FR, with strong proficiency in EN.
Education & Experience
* Bachelor's or Master's degree in IT, Computer Science, or equivalent professional experience.
* ITIL Foundation required; ITIL Intermediate/Expert preferred.
* Experience coordinating complex incidents across large IT organizations.