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Job Description
EU Major Incident Manager – French Speaking
The EU Major Incident Manager plays a pivotal role in protecting service availability across the business by leading the end‑to‑end management of all Major Incidents. You’ll drive rapid service restoration, deliver clear and timely communications, and minimise operational impact across multiple European markets. The role demands calm leadership under pressure, strong coordination skills, and the ability to bring together internal teams and external Service Providers to achieve swift, effective resolution.
This is a hybrid position, with occasional travel for site visits, team meetings, or industry events. You will also participate in an out‑of‑hours on‑call rota, including overnight, weekend, and bank holiday cover, supported by an on‑call allowance.
Responsibilities
About You
You bring solid experience in IT service operations and a strong grounding in ITIL practices, particularly Incident, Request, and Problem Management. You’re confident leading high‑pressure situations, coordinating multiple teams, and communicating clearly with both technical and non‑technical audiences. Your background includes working with complex, highly available technology environments, and you’re comfortable analysing trends, producing clear reports, and influencing others without direct authority.
You’re organised, delivery‑focused, and able to work independently while remaining a strong team player. Adaptability, resilience, and the ability to negotiate effectively in challenging situations are key strengths. A customer‑focused mindset, excellent written and verbal communication skills, and the ability to maintain clarity during fast‑moving incidents are essential.
Fluency in French is required for this role.
Benefits:
Additional Information
At Sysco GB everyone is welcome. We don’t want you to ‘fit our culture’ we want you to help define it and we actively celebrate the unique talents of each and every colleague. We don’t just look at your CV, we’re more focused on who you are and your potential. As part of our values, we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at Sysco GB and we recognise that Sysco GB can only thrive when everyone feels they belong. We\’ll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our resourcing team who will be happy to support you.
Job Location
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Contact Detail:
Fresh Direct Recruiting Team
How to prepare for a job interview at Fresh Direct
✨Know Your Incident Management Inside Out
Make sure you brush up on your ITIL practices, especially around Incident, Request, and Problem Management. Be ready to discuss specific examples from your past experiences where you've successfully managed major incidents, as this will show your understanding of the role.
✨Showcase Your Communication Skills
Since you'll be delivering clear communications during incidents, practice articulating complex technical concepts in simple terms. Prepare to demonstrate how you've effectively communicated with both technical teams and non-technical stakeholders in previous roles.
✨Demonstrate Calm Under Pressure
Prepare for situational questions that test your ability to remain calm and lead during high-pressure scenarios. Think of times when you had to coordinate multiple teams or manage a crisis, and be ready to share how you handled it.
✨Highlight Your Teamwork and Leadership Abilities
This role requires strong coordination skills, so be prepared to discuss how you've worked collaboratively with various teams and external service providers. Share examples of how you've led teams to achieve swift resolutions in challenging situations.
