ITSM Incident Manager

Location: Geneva, Switzerland (20–40% Remote)

About the Role

We are looking for an experienced ITSM Incident Manager to join a large-scale enterprise IT organisation and drive the continual improvement of Incident Management across a complex international environment.

This is an excellent opportunity for someone with a strong background in ITIL, ServiceNow and ITSM governance who enjoys improving processes, working with senior stakeholders and delivering measurable operational improvements.

You will play a key role in enhancing Incident Management processes, increasing service quality, improving operational efficiency and driving cost optimisation across a global IT landscape.

Key Responsibilities

Incident Management Governance

• Analyse existing Incident Management processes and identify opportunities to improve efficiency, consistency and service quality.
• Design and implement enhanced Incident Management processes aligned with ITIL best practices.
• Develop policies, standards and operating procedures.

Process Improvement

• Lead or support the rollout of new Incident Management processes.
• Drive continual service improvement initiatives.
• Promote standardisation and operational excellence across IT teams.

Performance & Reporting

• Define and monitor Incident Management KPIs.
• Analyse performance trends and identify improvement opportunities.
• Produce regular management reports with actionable recommendations.
• Drive initiatives to improve:
  • Mean Time to Restore (MTTR)
  • First-Time Fix Rate
  • Major Incident reduction
  • Automation opportunities
  • Resource optimisation
  • Overall operational efficiency

Stakeholder Management

• Work closely with Service Owners, Service Desk, Operations and Application Support teams.
• Facilitate workshops and governance meetings.
• Promote best practice sharing across multiple technology teams.

Training & Documentation

• Produce clear process documentation and operational standards.
• Deliver training sessions for IT teams.
• Support adoption of new ways of working.

Compliance

• Ensure Incident Management processes comply with internal governance standards and ITIL best practices.
• Support audit and compliance activities where required.

Skills & Experience

We're looking for someone who has:

• 5+ years' experience within IT Service Management.
• Strong experience in Incident Management.
• Experience working in large enterprise environments.
• Excellent knowledge of ITIL.
• ITIL Foundation certification (essential).
• Experience with ServiceNow (essential).
• Strong analytical and process improvement skills.
• Experience driving operational efficiency and continual service improvement.
• Excellent communication and stakeholder management skills.
• Fluent English.

Desirable:

• ITIL Intermediate or ITIL Expert certification.
• Experience with Change, Problem and Service Level Management.
• French or another European language.

Success Measures

In this role you'll help deliver measurable improvements including:

• Faster incident resolution.
• Improved First-Time Fix Rates.
• Reduced Major Incidents.
• Greater process maturity.
• Increased automation.
• Reduced operational costs.
• Improved stakeholder engagement.
• Higher quality governance and documentation.

Why Join?

You'll join a high-performing international technology organisation undergoing significant transformation, where you'll have the opportunity to influence enterprise-wide ITSM governance, shape best practices and deliver tangible operational improvements within a collaborative and fast-paced environment.