Service Management Consultant – Major Incident Manager

Minor Hotels Europe and Americas

Experienced Major Incident Manager leading on shore/offshore incident teams for Capgemini. Collaborate with clients to ensure incident resolutions meet SLAs from Warren, NJ office.

Posted 7/11/2026full-timeWarren • New Jersey • 🇺🇸 United StatesMid-LevelSenior💰 $55,692 - $109,200 per yearWebsite

About the role

Key responsibilities & impact

Consults business impact and urgency, collaborate with SDM/ODM and clients (C-level, management and technical team leads including Bottlers (3rd Party) when needed
Declare Major Incidents; Coordinate the process of the service restoration or impact reduction
Monitors and escalates that cross clients incidents are resolved effectively securing end-to-end Service Level Agreement
Identifies and takes control of unallocated incidents e.g. ‘gray space’
Acts as escalation point where resolution ownership is disputed
Provides assistance to clients workstreams to ensure a consistent approach to operational processes
Supports consistent communications in scope of the process and services
Provides high quality reports and communications
Ensures that customer’s business interests are maintained
Manages and Cooperates with offshore Incident Managers, Major Incident Managers, Problem and Change Managers
Identifies and escalates operational issues and drive resolution working directly with the client and SDM/ODM
Facilitates operational and management-oriented meetings
Distributes outage and business notifications
Participate in continuous service improvement
Provide leadership and proactive redesign of MIM process at client
Is aware of the service performance and supports improvements implementation.

Requirements

What you’ll need

General computer systems knowledge, integration and architecture concepts
Awareness of cross systems interrelations in context of the global business process
Experience in IT, with emphasis on operational management
Good communication skills, active participating in Incident Management meetings
Experience of working directly with C level and management clients
Experience of working with virtual teams to deliver Incident Management and processes and working cross functionally
Service Desk or Support Group experience
Understanding of Service Management Framework
ITIL certification (Green Badge level - ITIL Foundation)
Experience of 24*7 shift working
Ability to facilitate training sessions for and management of internal resources
Ability to maintain high level of accuracy and to work to tight deadlines
Ability to prioritize and manage multiple tasks.

Benefits

Comp & perks

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
Company paid holidays
Personal Days
Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

General Computer Systems KnowledgeIntegration ConceptsArchitecture ConceptsService Desk Experience24*7 Shift Working

Soft Skills

Good Communication SkillsAbility to Facilitate Training SessionsAbility to Prioritize TasksActive Participation in Meetings

Certifications

ITIL Foundation