Global Incident Manager (f/m/d)

General description:

SOM - Service & Operations Management Function is responsible for the overall orchestration, control and management of service delivery processes across all services and service providers to enable service management and seamless delivery of end-to-end services within SLA.

The objective of the Incident Management Process aims to manage the lifecycle of all incidents (unplanned interruptions or reductions in quality of IT services). The primary objective of the pro-cess is to return the IT service to users as quickly as possible.

The Global Incident Manager is a senior management role and coordinates all relevant tasks from the Service Manager Community with regards to the global Incident Management and Major Incident Management. He/she is responsible for a global harmonized and standard Incident Man-agement structure. The Global Incident Manager supports (Service Managers) and partially disci-plinary leads (Major Incident Managers) the different Incident Management function which are managing incidents for IT services/ applications to provide effective control and reduction of risk to the availability, performance, outages of the impacted (business) services.

The Global Incident Manager has the end-to-end responsibility for the process, execution and control/reporting of (major) incident management within Schenker. This person and his/her team are the single point of contact for all major incidents and will actively manage all stakeholders of the process (across all organizational levels). 

The Global Incident Manager reports directly to the Head of Service & Operation Management of the Global Operations & Infrastructure Services (GOIS) department.

Key tasks & responsibilities

• Process Ownership, Execution and Governance:
  • Oversees the execution of incident management (incl. major incident management) pro-cesses, including operations, interprocess collaboration, audits, and continuous im-provement efforts
  • Ensures processes are defined, implemented, and continuously optimized for efficiency and effectiveness
  • Conducts regular process audits and manages the process improvement cycle
  • Monitors incident management (incl. major incident management) information to ensure adherence to governance and compliance rules
  • Ensures incidents (incl. especially major incident management) are managed according to defined standards and provides guidance as required
• Global Rollout and System Onboarding:
  • Manages the global rollout of the Incident Management and Major Incident Management processes
  • Organizes system onboarding for new processes and tools to ensure seamless implementation
• Daily Operations Management:
  • Supervises day-to-day incident management (incl. major incident management) activities, ensuring operating procedures are documented and adhered to
  • Develops and implements process modifications and improvements as needed
  • Initiates and ensures that root cause analyses and post-mortem reports for major incidents are conducted.
  • Ensures implementation of lessons learned to prevent recurrence and improve processes
• Metrics and Reporting:
  • Establishes and shares actionable insights from process metrics to enhance performance; Creates and maintains transparent reporting structures 
  • Drives the monitoring, control, and further development of the operational incident process using predefined KPIs
• Cross-Functional Collaboration and Communication:
  • Serves as the primary liaison between headquarters, regional IT delivery units, and exter-nal partners to ensure cohesive global incidend management practices
  • Promotes alignment between business priorities and incident resolution efforts
  • Closely collaborates and coordinates with related ITIL practices such as: Request Man-agement, Problem Management, Change Management, Service Level Management
  • Ensures end-to-end management and resolution of incidents (incl. major incident man-agement) along the service chain
  • Leads communication efforts regarding major incidents, ensuring transparency across management layers with application teams and stakeholders of all organization level
• Training and Development: Provides training on Incident and Major Incident Management principles, processes, and procedures
• Acts as the central escalation point for overarching issues related to (Major) Incident Man-agement ; Supports decision-making efforts during crises, balancing priorities, allocating re-sources, and mitigating risks
• Leadership and Transformation: Leads the Major Incident operational team ; Fosters a culture of continuous improvement and innovation in (Major) Incident Management
• Ensures effective use of ITSM tools, reporting systems, and monitoring platforms to support global incident management operations

• Master’s degree in related technical/business areas or equivalent work experience
• Typically requires 3-5 years of relevant technical and business experience in the area of ITSM and knowledge of the processes of service management (esp. major incident management)
• Positive and integrative collaboration skills establishing strong supportive relationships cross all departments
• Experience in managing stakeholders across all levels within an organization
• High flexibility and willingness to travel internationally
• Willingness to work in shifts, during the night and on an on-call setup
• Fluent in English language skills, German language proficiency desired