COVID-19 message from our Chief People Officer. Read more >

Major Incident Manager

Major Incident Manager

Job area Life Cycle Services Location Veghel, Netherlands. Contract type Full time

Are you able to manage multiple disciplines during a customer crisis? Do you know how to make Problem Management happen in a complex, international environment? And are you ready to join us in our next step within the challenging environment of our Global Service Desk?

Your Department

The Global Service Desk is part of the Vanderlande organization and operates internationally with the task of supporting our customers and local service staff by analyzing problems and advising them. They cover all functional areas, e.g. 1st line service desk, 2nd line support teams and 3rd line support. The Global Service Desk is an important link between the different service organizations and the customers.

Your position

You will join a team of Major Incident Managers who work 24/7/365 globally to coordinate and solve the complex customer crises. Together with your leadership and natural authority, excellent collaboration and communication skills are necessary. As a Major Incident Manager your task is to coordinate the team on technical and communication steps during the crisis. You use your problem solving skills to come up with a straight approach towards reduction or elimination of the customer impact.

In the aftercare you are responsible to follow up on the learnings to prevent reoccurrence of the same situation and for the necessary problem management tasks as part of ITIL, which includes the Root Cause Analysis Process. Together with your colleagues you will strengthen and improve the current problem management process and make sure there is a continuous improvement cycle in place.

You report to the Global Services Desk Manager

Tasks and responsibilities

  • Managing Major Incident teams by setting priorities to enable a swift resolution.

  • Ensure appropriate communication and escalations within Vanderlande and towards our customers during a Major Incident

  • Coordinate teams to methodically find Root Causes for complex problems via the CoThink RATIO method to ensure a high quality Root Cause Analysis

  • Assure adequate planning and follow-up of corrective and preventive actions within the Problem Management process

  • Monitor and report to management on performance and process adherence of the Major Incident Management and Problem Management Processes

  • Act on findings via a continuous improvement cycle to improve the Major Incident Management and Problem Management process

Your profile
As a Major Incident Manager you have strong analytical abilities, problem solving skills, and you are not afraid to take the initiative and make decisions. You can demonstrate success in cross functional influence and driving results in a matrix environment.

  • You finished a bachelor or master degree in a relevant study;

  • Working and management experience (> 10 years) with highly complex incidents and problems in a midsize service organization;

  • ITIL practitioner, preferably on Expert or Managing Professional level;

  • You have a strong customer focus and adoptability to different management styles, personality types and cultures;

  • You are able to multi task, set priorities and manage time effectively;

  • Good command of (business) English;

  • You are flexible with working hours in case of major incidents (depending on a 24/7 standby schedule).

  • Problem Solving skills like the Kepner & Tregoe or CoThink RATIO methods are preferred

  • You are a fast learner and understand new technologies and basic concepts quickly

Our company 

Vanderlande is the global leader for value-added logistic process automation at airports and in the parcel market, as well as a leading supplier of process automation solutions for warehouses. In this world of technology, we believe in people – especially those who are totally dedicated, customer-driven and keen to continue learning throughout their career.  

This is embraced by our Vanderlande Academy and International Talent Development programmes, with over 800 courses conducted every year. The focus is on freedom while being trusted to deliver, and this is one of the reasons why we received the highest rating of three stars in the Best Employer survey (The Netherlands). 

If you’re ambitious and take your long-term career seriously, then please contact us to explore this global opportunity to join a company at the top of its game. For more information or to apply for this challenging position, please visit  

If the challenging profile of Major Incident Manager appeals to you, apply now by filling in the application form and uploading you CV and cover letter. For more information about this vacancy, please contact Mirre Sengers, Senior Recruiter (+31 413 493 279)

More Process Improvement jobs

Technical Learning Programme Manager

Veghel, Netherlands. Are you looking to develop your career in leading technical learning programmes, and satisfy your ambitions at a company where...

Operational Excellence Manager

Acworth, United States of America. Key Responsibilities: Be a process champion and pro-actively lead people, content and planning of the improvement projects Ability to process...

Process Specialist

Pune I, India. Are you an engineer with a keen interest on processes, have experience in doing project audits, have an inclination towards...