Major Incident Manager / Service Management Consultant

TL;DR

Major Incident Manager / Service Management Consultant: Managing critical incidents, ensuring resolution, minimizing business impact, and defining structural remediation through root cause analysis with an accent on expediting resolution, engaging proper teams, stakeholder communication, and continuous improvement of IT service management processes. Focus on chairing war rooms, performing root cause analysis, participating in daily ITSM operations, and implementing ITIL best practices.

Location: Onsite in Brussels, Belgium

Company

hirify.global, part of Accenture, specializes in managing complex public sector IT projects, including systems integration, informatics, analytics, and program management.

What you will do

• Chair the War-room when invoked and manage the resolution of critical incidents.
• Ensure proper teams are engaged and provide communication to stakeholders and senior management.
• Minimize adverse business impact by defining structural remediation via root cause analysis and following up on corrective actions.
• Continuously increase knowledge of industry standards in incident management to offer organizational improvements.
• Ensure regular communication on both business and technical levels.
• Serve as a service consultant within the service management team, participating in daily ITSM operations, especially regarding Incident and Problem management.

Requirements

• Outstanding interpersonal and organization skills, ensuring smooth cooperation with diverse stakeholders.
• Experience in handling complex situations and escalations.
• Excellent oral and written communication skills in Dutch and French.
• Analytical skills with experience in root cause analysis tools and techniques.
• Strong leadership presence under pressure and ability to work under stress and time constraints.
• Sufficient technical background (infrastructure and applications) to perform the role effectively.
• Experience working in an environment based on ITIL best practice frameworks.
• Deep theoretical and practical ITIL knowledge, with proven experience in implementing these ITIL processes.
• Agile mindset and attitude, as the service management team is organized in an agile ‘scrum’ way.

Culture & Benefits

• Competitive and attractive salary package.
• Comprehensive health insurance plan from day one.
• Convenient meal allowance provided through a ticket restaurant card.
• Opportunity to take part in impactful projects at both the national and European level.
• In-house training sessions and a wide range of online learning opportunities for professional growth.
• Join a collaborative culture that regularly celebrates achievements and milestones.