What you will do

Major Incident Leadership & Governance

• Own and govern the enterprise-wide Major Incident Management process. 
• Define and continually improve Major Incident policies, procedures, standards, and operational playbooks. 
• Establish clear severity classifications, escalation models, situation-room procedures, and recovery expectations. 
• Ensure Major Incident Management aligns with ITIL best practices and organizational governance requirements. 
• Act as the final escalation authority during critical outages or business disruptions. 
• Lead and coordinate all high-severity incidents impacting business operations, customers, or critical services. 
• Ensure rapid restoration of services while minimizing business impact.

Supplier & Team Management

• Provide functional leadership and governance to the team of external Major Incident Managers. 
• Define supplier operating expectations, SLAs, KPIs, communication standards, and accountability measures. 
• Ensure supplier teams execute incidents consistently and according to agreed processes. 
• Conduct regular operational reviews with suppliers and drive service improvements. 
• Challenge supplier performance where required and ensure continuous operational maturity. 
• Coordinate multi-vendor collaboration during complex incidents.

Incident Command & Crisis Coordination

• Take ownership as an Incident Commander during major incidents. 
• Coordinate technical teams, suppliers, infrastructure teams, cloud providers, cybersecurity, business stakeholders, and leadership during outages. 
• Drive structured bridge calls and decision-making under pressure. 
• Ensure timely engagement of resolver groups and executive escalation when necessary. 
• Maintain control and direction throughout the lifecycle of critical incidents.

Communication Management

• Define and own communication standards for Major Incidents. 
• Ensure clear, timely, and business-focused communications to: 

• Executive leadership 
• Business stakeholders 
• IT leadership 
• End users 
• External partners where applicable 

• Develop templates for notifications, executive summaries, outage updates, and post-incident reporting. 
• Manage stakeholder expectations during high-pressure situations. 
• Provide concise executive-level updates during ongoing crises. 

Process Development & Continual Improvement

• Build and mature the Major Incident Management operating model. 
• Identify recurring operational weaknesses and drive preventive improvements. 
• Lead Post Incident Reviews (PIRs) and Root Cause Analysis (RCA) governance. 
• Ensure lessons learned are translated into measurable improvements. 
• Drive automation opportunities within incident handling and communications. 
• Collaborate with Problem Management, Change Management, Service Operations, Cybersecurity, and Infrastructure teams.
• Escalate lessons learned to Global IT leadership team for further strengthening of our operational posture

Reporting & Metrics

• Define and track Major Incident KPIs and operational metrics, including: 

• Mean Time to Restore (MTTR) 
• Major Incident volumes 
• SLA adherence 
• Communication compliance 
• Supplier performance 
• Recurring incident trends 

• Produce executive dashboards and operational reporting. 
• Present service performance and improvement initiatives to senior leadership.

Operational Readiness & On-Call Accountability

• Serve as the primary accountable person for all critical incidents. 
• Participate in and lead an executive-level on-call model for Major Incidents. 
• Ensure 24x7 operational readiness of the Major Incident capability. 
• Validate operational preparedness through simulations, tabletop exercises, and crisis drills. 
• Ensure all support teams understand their roles during major outages.

What we require

•  7–10+ years of experience in IT Operations, Service Management, or Incident Management. 
• Proven experience managing Major Incidents in complex enterprise environments. 
• Experience leading outsourced suppliers or managed service providers. 
• Strong understanding of ITIL frameworks and service management disciplines. 
• Experience operating within global, matrixed, and high-pressure environments. 
• Demonstrated experience handling executive stakeholders during critical situations.
• Experience with enterprise ITSM platforms such as ServiceNow, BMC Helix, or Jira Service Management. 
• Experience in global manufacturing environments. 
• Knowledge of cloud operations, infrastructure services, cybersecurity incident coordination, and enterprise applications. 
• Experience building operational governance frameworks from the ground up. 
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field. 
• ITIL v4 Foundation or Managing Professional certification. 

What we offer

• Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust
• Attractive remuneration package
• Opportunity for flexibility with a hybrid working model
• Home office allowance
• 25 days paid annual leave
• Additional health insurance
• Employee Assistance Program (Mental Health, Legal & Financial Counselling
• 102,26 EUR Food vouchers
• Public transportation card
• Optional parking space
• Multisport card
• Language training opportunity
• Employee referral program
• Brand new modern office premises in a class A Business building
• Fresh fruits in the office
• Training and mentorship programs
• Access to over 15,000 LinkedIn Learning courses to assist in your development

Who we are

We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.

Work in a place where you matter – apply now!