FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Incident Management and Major Incident Management frameworks, with a focus on process improvement, governance, and stakeholder influence. Proven ability to lead service management initiatives and drive operational excellence in complex, multi-supplier environments.
Highest-signal resume keywords
Incident ManagementMajor Incident ManagementITIL 4 Foundation CertificationServiceNow ITSMProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident Management ProcessesGovernance ModelsService Quality MonitoringOperational Risk ManagementService Stability Management
Soft Skills
LeadershipStakeholder InfluenceAnalytical SkillsCommunication Skills
Tools & Technologies
ServiceNow ITSM
Certifications & Qualifications
ITIL 4 Foundation Certification
Industry Keywords
Service Management Best PracticesMulti-Supplier EnvironmentOperational ExcellenceProcess MaturityCrisis Management
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
- Ability to influence senior stakeholders, suppliers and technical teams without direct management responsibility
- 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
Benefits
Comp & perks- 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
- Dynamic, international working environment
- Opportunity to contribute directly to the operational resilience and stability of a growing international organisation