Incident Manager

Akkodis is a global leader in engineering, technology, and R&D, harnessing the power of connected data to drive digital transformation and innovation for a smarter, more sustainable future. As part of the Adecco Group, Akkodis employs over 50,000 engineers and digital specialists across 30 countries in North America, EMEA, and APAC.

Our teams bring extensive cross-sector knowledge in critical technology areas such as mobility, software services, robotics, simulations, cybersecurity, AI, and data analytics, enabling clients to tackle complex challenges in today’s rapidly evolving markets.

With a comprehensive solution portfolio across four service lines—Consulting, Solutions, Talents, and Academy—Akkodis supports clients from concept through to full-scale deployment and optimisation. Our diverse offerings help organisations rethink product development, accelerate productivity, reduce time-to-market, and prepare for the future.

At Akkodis, you’ll join a dynamic environment that values continuous learning and global collaboration, where you can make a meaningful impact through innovative projects that shape the future of technology.

The Service Management Office (SMO) is responsible for establishing, governing and continually improving service management practices across customer and internal service environments.

The function provides a consistent framework for delivering stable, efficient and customer-focused services in line with contractual commitments, operational standards and ITIL best practice.

The SMO encompasses disciplines including Service Desk Operations, Incident and Major Incident Management, Problem Management, Change Enablement, Request Fulfilment, Knowledge Management, Service Reporting and Continual Service Improvement.

Working across Service Delivery, Engineering, Operations and Project Delivery, the function provides the processes, controls, tooling and performance insight required to manage service risk, improve operational maturity and support the reliable delivery of managed services at scale.

The Incident and Problem Manager owns the day-to-day operation of the Incident Management, Major Incident Management and Problem Management processes across multiple customer environments.

Acting as the central coordination point during service disruptions, the role leads incident response activities, facilitates stakeholder communications and drives service restoration efforts. In parallel, the role ensures robust root cause analysis is undertaken, known errors are documented and corrective actions are identified and implemented to prevent recurrence.

The Incident and Problem Manager supports the Service Management Office Lead in embedding best practices, improving operational maturity, driving data-led service improvements and fostering a culture of continual service improvement.

Whilst not necessarily a technical resolver, the role requires strong technical awareness, excellent stakeholder management skills and practical experience working within Service Now and Jira ITSM environments.

• Own and operate the Incident Management and Major Incident Management processes across multiple customer environments in line with ITIL principles.
• Lead and coordinate Major Incident (P1/P2) activities from identification through to service restoration and closure.
• Act as the Major Incident Manager during high-priority service disruptions, ensuring rapid engagement of technical teams and stakeholders.
• Facilitate incident bridges, technical war rooms and service recovery activities.
• Provide clear, timely and accurate communications to customers, internal stakeholders and leadership during major incidents.
• Monitor incident performance against SLA and operational targets,…