EU Major Incident Manager - French speaking
Job
Description
EU Major
Incident Manager – French
Speaking
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.
About
You
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: £5500 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.