Why SoftwareOne?

SoftwareOne is a global software and cloud solutions provider and distributor, powered by around 12,000 people across more than 70 countries. But what really makes us SoftwareOne is our people: curious minds, different perspectives, and talented teams working together to solve real challenges and create meaningful impact. Here, you’ll have the opportunity to grow, explore new possibilities, and build a career that’s uniquely yours, while helping shape what’s next in technology.

The role

Keen to lead the end-to-end response to incident escalations and major incidents?
Want to work alongside highly skilled technical specialists and business leaders to ensure service resilience?
Do you want to play a pivotal role in service delivery, maintaining operational excellence across a global cloud services organization?

Practical Information

As our new Incident Manager, you will lead the end-to-end response to incident escalations and major incidents, coordinating cross-functional teams to restore customer services quickly and safely. You will apply expertise in IT Service Management, ServiceNow, and multi-cloud operations while partnering with technical resolver groups, vendors, service delivery teams, customers, and executive stakeholders across EMEA. Your work will strengthen service resilience, governance, and continuous improvement for mission-critical customer environments.

Key Responsibilities

Own P1, Severity A, and business-critical incidents from validation and declaration through full service restoration
Lead Major Incident bridge calls, coordinate resolver groups and specialist resources, and remove risks or roadblocks
Develop and deliver accurate incident communications for customers, executives, service delivery teams, and operational stakeholders
Engage Microsoft, AWS, and other strategic vendors, manage technical escalations, and track accountability during major incidents
Maintain incident records in SWODP ServiceNow and produce timelines, Major Incident Reports, executive summaries, and SLA or OLA reporting
Facilitate post-incident reviews and root cause analysis, track corrective actions, and feed service improvements into the CSI process

What we need to see from you

Several years' experience in IT Service Management, Incident Management, or Cloud Operations, including managing Major Incidents
Experience coordinating geographically distributed technical teams in high-pressure operational environments
Understanding of Microsoft Azure, Microsoft 365, AWS, or multi-cloud platforms
Customer-facing and executive communication skills, with sound stakeholder management, prioritization, conflict resolution, and decision making
ITIL Foundation certification, with v4 or v5 preferred
Adaptability, critical thinking, attention to detail, and a customer-centric mindset
Advantageous if you have

- ITIL Managing Professional
- Microsoft Azure Certification
- AWS Certified Cloud Practitioner or higher
- ServiceNow Certification
- SIAM Foundation
- PRINCE2 or Agile Foundation

What we offer

Our company benefits vary based on your location, but always include:    

Global company culture: We defined our 6 core values through our company culture (https://www.softwareone.com/en/our-story/our-values)   
A mentor who supports your successful start and is at your side with advice and action   
President’s Club: Recognition awarded by leadership and your peers   
Lifelong education: A variety of training and development opportunities   
Hire to Grow: We optimize our internal structures and feedback culture constantly to be your Employer of Choice, today and in future

Job Function

Services

SoftwareOne

Incident Manager

About the Job

Requirements

Responsibilities

Desired Qualifications

About the Company

SoftwareOne

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