Assignment description 

Do you thrive in the face of chaos and love leading teams through high-pressure situations? Are you a problem-solving wizard who remains calm when everything seems to be falling apart? If you’re up for the challenge, we have the perfect role for you – join our client’s team as a Major Incident Manager! Step into a world where excellence and collaboration are valued, and make a real difference in a fast-paced, dynamic environment.

As the Driving Force: In this critical role, your mission is to minimize the business impact of major incidents. These incidents can wreak havoc on the availability, performance, and security of their essential IT services. It’s your responsibility to rally multiple teams and stakeholders, taking urgent and coordinated action to restore normal operations as quickly as possible.

The Facilitator and Great Communicator: As the Major Incident Manager, you’ll be the linchpin in swiftly and efficiently resolving incidents that impact their global operations. You’ll ensure that the right stakeholders are engaged and facilitate effective resolutions by chairing meetings and coordinating bridge calls. Working closely with resolver teams, you’ll guarantee the correct resolutions are implemented. Plus, you’ll communicate with stakeholders and management teams at all levels within the company.

The Spider in the Web: In this highly motivated role, you’ll be part of a team supporting the business worldwide, managing incident, problem, and change processes. Collaborating with colleagues across multiple countries, R&D, corporate functions, and the commercial side of the business, you’ll be the empowered decision-maker, even approving emergency changes on behalf of the company.

Securing the Long-Term Perspective: You hold the key to follow up on all major incidents and assign responsible teams for root cause analysis. Proactively identifying and eliminating the underlying causes of incidents will be your focus, as you orchestrate the problem management process and tackle cross-functional problems head-on. Additionally, your contributions to strategic improvements and process optimization will be instrumental in shaping the incident, problem, and change processes.

This position is based in Gothenburg, Sweden, and you’ll be part of a 24/7 team.

What You’ll Bring:

As a Major Incident Manager, you’ll possess exceptional communication skills and confidently manage stakeholders, resolver teams, and top management. Even in stressful situations, you’ll demonstrate authority, prioritizing solutions, service, and people. Your ability to make decisions and handle stakeholder interactions will be essential. Collaboration will come naturally to you, as you actively include and involve others. With your sharp monitoring and analytical abilities, you’ll efficiently orchestrate activities and resolver teams, conducting thorough root cause analyses.

You’ll thrive on bringing people together to solve complex incidents, taking the lead in meetings, and working closely with experts in resolver teams at the company and their suppliers.

A trusting work environment will fuel your energy. You’ll be highly engaged, flexible, innovative, and excel in a global team setting.

Fluency in written and spoken English is essential. Extensive knowledge of incident, problem, and change (ITIL) processes is a must, gained through experience in ITSM and agile organizations. Proficiency in ITSM tools and Service Now will be beneficial. A bachelor’s degree in Computer Science, Information Systems, or a related field will support your qualifications.