Senior Incident Manager – IT Service Operations

Our client, a prominent organization in the healthcare and insurance sector, is seeking a Senior Incident Manager to lead the rapid resolution of critical IT services. This role acts as a bridge between business stakeholders and technical teams, ensuring operational continuity and professional communication during complex incidents.

• Own the entire lifecycle of IT incidents including assessment, prioritization, coordination, escalation, and closure.
• Organize and facilitate war rooms during major incidents, coordinating experts from infrastructure, applications, and security teams.
• Act as the primary contact for business stakeholders to provide clear updates on business impact and service status.
• Collaborate with internal and external communication teams to align user-facing messaging.
• Produce high-quality documentation such as PIR reports, runbooks, and communication templates.
• Lead Post Incident Reviews to identify failures and recommend continuous improvement actions.
• Partner with Change and Problem Management to identify high-risk changes and ensure long-term root cause resolution.

• You bring 10+ years of experience in Incident Management or similar ITSM leadership roles.
• You possess 10+ years of experience with ITIL processes including Incident, Problem, and Change Management.
• You have 10+ years of experience working with Ticketing Systems and IT Infrastructure.
• You have 7+ years of experience with ServiceNow, Jira Service Management, and Confluence.
• You bring 5+ years of experience in Service Operations Management.
• You possess 5+ years of experience in Project Analysis, Reporting, and Administration.
• You have a Bachelor’s or Master’s degree in IT, Computer Science, or equivalent professional experience.
• You're recognized for strong crisis management presence and the ability to lead technical war rooms.
• You are fluent in French and Dutch with professional knowledge of English.

Nice to Haves

• ITIL Intermediate or Expert certification.

• Start date: ASAP
• Contract: open to both permanent employees and freelancers