Your Tasks
IT Incident Manager (Primary):
1. Own and operate the Incident Management process, ensuring timely resolution of IT issues
2. Act as the Incident Manager, leading critical incident bridges and communications
3. Ensure proper logging, categorization, prioritization, and closure of incidents
4. Coordinate with Service Desk, Infrastructure, and Application teams for triage and escalation
5. Monitor incident trends and drive problem identification or known error creation
6. Track SLA compliance and provide incident metrics and dashboards to stakeholders
7. Conduct post-incident reviews and ensure lessons learned are documented and actioned
IT Change Manager (Secondary):
8. Chair or coordinate Change Advisory Board (CAB) meetings
9. Review, assess, and approve change requests based on impact, urgency, and risk
10. Ensure that change documentation is complete, including test plans, back-out plans, and business justification
11. Monitor change success rates, backouts, and Post-Implementation Reviews (PIRs)
12. Align change activities with compliance, audit, and business continuity requirements
Your Profile
Must-Have:
13. 5+ years of experience in IT service management, preferably in Incident or Change roles
14. Strong knowledge of ITIL v4 framework and certification
15. Hands-on experience managing major incidents and coordinating across IT domains
16. Experience with ITSM tools (e.g., ServiceNow, ConnectWise)
17. Demonstrated ability to lead change governance and CAB processes
18. Excellent communication and stakeholder management skills, including senior leadership
Preferred:
19. Experience in environments with DevOps or Agile practices
20. Prior exposure to cloud-based infrastructure and hybrid IT models
Soft Skills:
21. Strong facilitation and conflict-resolution abilities
22. Analytical mindset with attention to detail
23. Collaborative and able to work cross-functionally
24. Process-oriented with a drive for continuous improvement
We Offer
25. An exciting and dynamic work environment with a lot of internationality
26. Taking responsibility and unfolding your potential
27. A positive working atmosphere with a partnership and appreciative corporate culture
28. Attractive fringe benefits as well as a 40-hour week and 5-weeks vacation
29. Annual fee for your personal analyses and special prices for radiological advice from the Unilabs Group