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- Tasks: Lead Major Incident management to ensure swift service restoration across Europe.
- Company: Join a dynamic tech company focused on service excellence and innovation.
- Benefits: Enjoy competitive salary, flexible time off, and comprehensive wellbeing support.
- Why this job: Make a real impact by managing critical incidents in a fast-paced environment.
- Qualifications: Experience in IT service operations and fluency in French required.
- Other info: Hybrid role with opportunities for travel and career growth.
The predicted salary is between 36000 - 60000 ÂŁ 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’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- 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’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- Car/ Travel Allowance: ÂŁ5500 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’ll 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.
EU Major Incident Manager - French speaking in 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 in Harlow
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Major Incident Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Practice your interview skills! Mock interviews can help us nail down our responses to common questions. Focus on showcasing your calm leadership under pressure and your ability to coordinate teams effectively – that’s what they want to see!
✨Tip Number 3
Tailor your approach! When you find a job that excites you, make sure to highlight your relevant experience in IT service operations and ITIL practices during interviews. Show them how your background makes you the perfect fit for their needs.
✨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 in 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 led high-pressure situations and coordinated teams effectively.
Showcase Your Communication Skills: Since clear communication is key in this role, make sure your application reflects your ability to communicate with both technical and non-technical audiences. We love seeing concise and well-structured writing!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
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 past experiences where you successfully managed major incidents, highlighting your calmness under pressure and coordination skills.
✨Communicate Clearly and Confidently
Since this role requires clear communication with both technical and non-technical audiences, practice articulating complex ideas in simple terms. Prepare to demonstrate your ability to deliver concise updates during a simulated incident scenario, showcasing your communication prowess.
✨Showcase Your Leadership Skills
Prepare to discuss how you've led teams through high-pressure situations. Think of examples where you coordinated multiple groups to achieve swift resolutions. Highlight your adaptability and resilience, as these traits are crucial for the role.
✨Be Ready for Scenario-Based Questions
Expect to face scenario-based questions that test your problem-solving abilities. Practice responding to hypothetical major incidents, detailing your thought process and the steps you would take to restore service and communicate effectively throughout the incident lifecycle.
