Senior Project Manager

What you'll do

• Lead end-to-end incident management processes to ensure timely detection, classification, and resolution of service disruptions.
• Oversee coordination between technology teams and business stakeholders to facilitate clear communication during active incidents.
• Design and refine incident workflows and guidelines to drive adoption of ITIL V4 practices.
• Manage major incidents by activating escalation paths and orchestrating technical and functional resources.
• Implement structured post-incident review processes to capture lessons learned and track corrective actions.
• Guide continuous improvement initiatives using incident data to optimize processes and enhance service resilience.
• Coordinate with service owners and application teams to ensure smooth incident response in a hybrid work environment.
• Maintain accurate incident records to ensure compliance with enterprise risk and audit requirements.

What we're looking for

• Demonstrate extensive experience leading complex incident management functions in large-scale environments.
• Possess strong practical knowledge of ITIL V4 principles and practices.
• Bring a deep understanding of hybrid work models to coordinate distributed teams.
• Leverage familiarity with merchandising or retail domain contexts.
• Apply advanced analytical and problem-solving skills to interpret incident metrics and identify systemic weaknesses.
• Communicate clearly with technical and nontechnical stakeholders to translate incident details into business-oriented impact statements.
• Utilize strong stakeholder management capabilities to align expectations and build trust with business leaders.
• Exhibit experience working in structured service management environments with integrated ticketing, monitoring, and reporting tools.
• ITIL V4 certification or equivalent service management credential (preferred).