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- Tasks: Lead major incident management and ensure swift service restoration across Europe.
- Company: Join a dynamic team at a leading tech company focused on service excellence.
- Benefits: Enjoy competitive salary, flexible time off, and comprehensive health support.
- Why this job: Make a real impact by managing critical incidents in a fast-paced environment.
- Qualifications: Experience in IT service operations and fluent in French required.
- Other info: Hybrid role with opportunities for career growth and development.
The predicted salary is between 36000 - 60000 £ per year.
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 will 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:- Assess impact and urgency, declare Major Incidents, and initiate business continuity or disaster recovery procedures when required.
- Lead all service restoration activity, including workarounds and Major Incident calls.
- Coordinate Service Providers, resolver groups, and external suppliers to ensure timely engagement and progress.
- Deliver accurate, concise, and timely outage and business communications throughout the incident lifecycle.
- Drive post-incident reviews, ensuring root cause identification and strong corrective and preventative action plans.
- Act as an escalation point where ownership or resolution responsibility is disputed.
- Provide technical and process guidance to resolver groups and Service Providers, ensuring a consistent global approach.
- Protect customer business interests by maintaining impartiality across all Service Providers.
- Work closely with Service Managers, Incident Managers, and Change Managers to strengthen the Major Incident process.
- Produce and maintain all Major Incident, Problem Review, and Root Cause Analysis reporting.
- Create problem records and identify systemic weaknesses for handover to the Problem Management team when not actively managing incidents.
You bring solid experience in IT service operations and a strong grounding in ITIL practices, particularly Incident, Request, and Problem Management. You are 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 are comfortable analysing trends, producing clear reports, and influencing others without direct authority.
You are 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:- Car/Travel Allowance: £5,500 per annum
- Private Medical: Single Cover
- Early Access to Your Earnings: Use our dedicated Wage Stream app to access your earned salary whenever you need it, helping you manage your finances with ease and confidence.
- Flexible Time Off: Take advantage of the option to purchase additional annual leave.
- Comprehensive Wellbeing & Health Support: Benefit from our Employee Assistance Programme, offering confidential mental health support, 24/7 GP appointments, physiotherapy, flu vaccinations, eye tests and a wide range of health services for you and your family.
- Competitive Pension Scheme: Secure your future with our robust pension plan designed to help you plan long term.
- Life Assurance: Peace of mind with life assurance coverage designed to protect you and your loved ones.
- Exclusive Discounts: Enjoy access to Sysco Perks, where you will find discounts on everything from gym memberships to your weekly grocery shop.
- Special Sysco Product Discounts: Get the chance to purchase our food products at significantly reduced prices.
- Free Mortgage Advice: Navigate the property market with confidence thanks to complimentary expert mortgage guidance.
- Enhanced Family-Friendly Leave: Our policies support you through important life moments, offering greater flexibility and care for you and your family.
Locations
EU Major Incident Manager - French speaking (Harlow) employer: Sysco GB
Contact Detail:
Sysco GB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land EU Major Incident Manager - French speaking (Harlow)
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to Major Incident Management. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your calm leadership skills during interviews. Share examples of how you've handled high-pressure situations in the past, especially when coordinating teams and resolving incidents.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace EU Major Incident Manager - French speaking (Harlow)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the EU Major Incident Manager role. Highlight your experience in IT service operations and any relevant ITIL practices. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've successfully managed major incidents in the past, and don't forget to mention your French language skills.
Showcase Your Communication Skills: Since clear communication is key in this role, make sure your application reflects that. Use concise language and structure your documents well. We want to see that you can communicate effectively with both technical and non-technical audiences.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're keen on joining the StudySmarter team!
How to prepare for a job interview at Sysco GB
✨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 experience 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 past roles.
✨Demonstrate Calm Under Pressure
Think of scenarios where you've had to lead a team through a high-pressure situation. Be prepared to share these stories, focusing on how you maintained composure and coordinated efforts to resolve issues swiftly.
✨Highlight Your Teamwork and Coordination Abilities
This role requires strong coordination skills, so come ready with examples of how you've worked with multiple teams or external service providers. Emphasise your ability to bring people together to achieve a common goal, especially in challenging situations.
