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Incident & Problem Manager F/H

Requisition Id:  336041
Business Unit:  XPOE Transport

Lyon/Paris/London, FR



Why you are here : 

The principal purpose of the IT Process Manager is to provide overall leadership in the design, implementation and ongoing improvement for the Incident Management and Problem Management processes, which are part of the IT Service Management (ITSM) processes. This includes planning, designing and leading the implementation of the process within the ITSM Service Lifecycle to ensure that all supporting ITSM processes meet business needs.


A key focus of this position is to work with internal teams and third party suppliers to own the governance and performance of these processes across Europe, all the while ensuring the provision of robust, cost effective, scalable, fit-for-purpose services.


The position will work closely with peers in other regions to establish and adopt best practices in line with XPO IT and business requirements. The position may therefore require ad-hoc travel within and outside Europe.



What you’ll do on a typical day:

Main accountabilities to include but not be limited to:

•    Leads the design, development, implementation and maintenance of the Incident and Problem Management processes to ensure that they meet business needs :
o    Works collaboratively across IT to lead cohesive integration of Incident and Problem Management by collaborating directly with leaders and stakeholders throughout IT and the business to achieve consistent process performance.
o    Being the single point of contact for the design and implementation of reporting for the local (country level) and regional requirements. This would typically include the automated generation of real-time dashboards as well as scheduled daily, weekly, monthly reports.
o    Determines and recommends continuous process improvements priorities to IT management and business leaders based on the outputs of these processes.

•    Oversees the performance and execution of the Incident and Problem Management processes :
o    The complexity of the process may be determined by one or more of several factors including: how much of the business (both inside and outside of IT) the process impacts, the number of people who touch the process which impacts the number of checkpoints needed, the level of stakeholder involved in the process, and the risk or impact of the process on important company bottom line metrics (e.g., productivity).
o    Provides direction that ensures the process is efficient, effective, and compliant, and that results are measurable and sustainable.

•    Assists in designing the ITSM strategy by collaborating with IT Management and key stakeholders :
o    Defines goals, objectives, and deliverables to support the Incident and Problem Management processes, which includes execution of enterprise-level process activities.
o    Collaborates across all areas within IT and the business, assessing performance and communicating the value the process brings to the business.

•    Structures and leads the Incident and Problem Management activities, such as :
o    Crisis meetings on major incidents
o    Root-cause analyses after major incidents and/or recurring incidents
o    Single-point-of-contact for escalations
o    Manage the communication channels and relevant content


The most important challenge that this role faces is to link the work of process improvement to value creation for the enterprise. This requires influencing others without direct authority while driving the adoption of the process (in a complex organization) that enables the consistent delivery of high-quality, cost-effective IT services that provide value to XPO’s business. The Incident and Problem Manager will need to collaborate and negotiate with other teams and resources while ensuring that the process goals are met and continuously improved.



What you'll need to succeed at XPO : 

•    Bachelor’s Degree in Computer Science or Information Systems (or equivalent experience).
•    ITIL V3 Foundation (or above).
•    At least 5 years experience in the Incident and/or Problem Management function in an enterprise, fast paced global organisation.
•    A minimum of 5 years of leadership, project management or other management experience.
•    A minimum of 5 years of working in enterprise IT team, and excellent working knowledge of IT Infrastructure
•    Extensive experience working with remote teams delivering services across multi-site, regional and global environments.
•    Experience presenting concise, well thought-out proposals to executives.
•    Experience driving significant change in an organization.
•    Experience with a major ITSM or Reporting toolset (preferably ServiceNow).    

Moreover, you have demonstrated through your experience your analytical skills, your communication skills (Fluency in English (written and spoken) and French desirable (written and spoken)). You have also Time Management and Leadership Skills. 





XPO provides cutting-edge supply chain solutions to the world's most successful companies, including Disney, Pepsi, L'Oréal, Toyota and many others. We’re the fastest-growing transportation company on the Fortune 500 list and we’re just getting started.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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