Senior Incident Manager

Context

A company is looking for a Senior Incident Manager to ensure the efficient and structured resolution of IT incidents impacting business operations. The role acts as a central coordination point between business stakeholders, IT teams, and communication teams, ensuring incidents are managed transparently and effectively while supporting continuous improvement of incident management processes.

Responsibilities

Own the full lifecycle of IT incidents from detection to closure
Coordinate IT teams, service owners, and vendors to restore services
Ensure proper incident logging, categorization, and documentation
Maintain clear and structured communication with stakeholders
Act as the main contact for business stakeholders during incidents
Align communication with internal and external communication teams
Prepare incident communications, reports, and updates
Lead major incidents and organize war rooms
Coordinate cross-functional teams during crisis situations
Provide structured updates to management and stakeholders
Contribute to process documentation and ITIL governance
Produce documentation (runbooks, PIRs, procedures, templates)
Lead Post Incident Reviews and identify improvement actions
Analyze incident trends, SLA performance, and recurrence
Collaborate with Change and Problem Management teams

Technical skills

Must have

10+ years of experience in Incident Management or ITSM roles
Strong knowledge of ITIL processes (Incident, Problem, Change)
Experience with ITSM tools (ServiceNow, Jira Service Management, etc.)
Strong communication skills across business and technical teams
Experience leading major incidents and war rooms
Ability to translate technical issues into business language
Strong documentation and reporting skills
French and Dutch professional level

Should have

Experience with communication tools (Teams, monitoring tools, Confluence)
Experience in large IT environments
ITIL Intermediate or Expert certification

Nice to have

Who we are

Community Consulting goes beyond traditional consulting; it’s all about fostering connections in an atmosphere of trust and confidence.

Transparency & Honesty : We say things as they are. Clear communication for seamless collaboration.

#COMMUNITEAM : Work independently, but never alone. Collective intelligence drives us further, faster.

Total Commitment : Always present, always engaged. We find solutions and make sure everyone moves forward together.

Guaranteed Efficiency : No fluff, just results. We act fast, keep our promises, and deliver top quality.

This is our DNA. This is how we make a difference.

Type

Permanent or Freelance

Contract

Full-time

Location

Anderlecht

Homeworking

3 days per week

Sector

Insurance

Keywords

You Career Advisor

Julie Huart

Talent Management Officer

j.huart@communityconsulting.be

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