IT Project Manager - Incident Resolution

Randstad Enterprise is recruiting for a Major Incident and Problem Management Manager role. The role leads responses to technology disruptions, coordinates technical teams and stakeholders, and drives incident and problem resolution while minimizing business impact.

Responsibilities:

• Ensure incidents are managed through to resolution as quickly as possible through effective coordination of resources, appropriate escalation, and facilitation of meetings
• Ensure problems are managed through to resolution using structured problem management practices, effective coordination, and stakeholder engagement
• Collaborate with IT service owners and support teams to conduct root cause analysis, develop corrective action plans, and drive completion of remediation activities
• Identify opportunities to enhance and mature Incident and Problem Management processes through reviews, lessons learned, and continuous improvement initiatives
• Facilitate post-incident and problem review meetings, document outcomes, and develop implementation plans to mitigate future risks
• Develop, document, and implement new or revised procedures based on operational findings, performance metrics, and process improvement opportunities
• Maintain a comprehensive understanding of technology operations, service delivery processes, and supporting infrastructure
• Track and communicate incident and problem management metrics, trends, and recommendations to stakeholders and leadership

Requirements:

• A minimum of six (6) years of experience in incident management, problem management, root cause analysis, or a related IT operations function
• A minimum of ten (10) years of experience utilizing negotiation, influencing, facilitation, and stakeholder management skills within business or IT environments
• Strong organizational, planning, analytical, and problem-solving skills
• ITIL Foundation certification and practical knowledge of IT Service Management practices, with a strong focus on Incident and Problem Management
• Exceptional attention to detail and the ability to identify, analyze, and resolve complex issues
• Strong technical aptitude and an understanding of IT service delivery and operational support functions
• The ability to translate complex technical concepts into clear, organized, and actionable information for diverse audiences
• Excellent verbal and written communication skills, including experience presenting and facilitating discussions with technical and non-technical stakeholders
• Experience working with modern enterprise technologies, including system support, administration, or solution design
• Demonstrated success implementing process improvements and driving operational efficiencies
• Proven ability to build collaborative relationships with business stakeholders, technology teams, vendors, and leadership at all organizational levels
• Strong interpersonal skills with experience engaging engineers, architects, developers, operational teams, and senior leaders
• The ability to effectively manage relationships and navigate challenging situations in a fast-paced environment
• The ability to remain calm and make sound decisions under pressure during critical incidents
• A positive, proactive, and customer-focused approach
• Experience using ServiceNow or other IT Service Management (ITSM) platforms
• Ability to work effectively within an agile and collaborative work environment
• Strong experience in IT Service Management, including Incident, Problem, and Change Management
• Familiarity with enterprise-scale business applications, technology platforms, and support models
• Intermediate proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint
• Experience working in large, complex, and highly regulated technology environments