Senior Incident Manager

4iG Nyrt•Countryside, IL

31d•Hybrid

About The Position

Rheinmetall 4iG Digital Services (R4) is a joint venture between Rheinmetall, a globally leading supplier of defense and automotive products, and 4iG, Hungary's leading IT systems integrator. R4 has been founded end of 2022 with its headquarters in Budapest and the initial mission to provide project- and operations-related IT services to Rheinmetall's local subsidiaries in Hungary and worldwide. Based on business requirements and opportunities, R4 plans to progressively expand the scope of its services for internal and external customers alike. In a nutshell, R4 is like a start-up with guaranteed success. Equipped with a hands-on mentality, it significantly benefits from the support and tremendous growth of both Rheinmetall and 4iG. The designated business and solid setup offer outstanding development potentials for R4 itself but consequently also for all employees, because there will be lots of interesting jobs in an international and dynamic work environment. In order to achieve our common goals, we count on you

Requirements

A passion for building new things from the ground up.
Ability to design and implement governance frameworks and drive strategic initiatives.
Creativity and openness to bring your own ideas to the table.
Bachelor's degree in IT, Computer Science, Business Administration, or a related field.
Strong knowledge and practical application of ITIL v4 (ITIL v4 Foundation or higher certification is an advantage).
Minimum 10 years of professional experience in IT service management.
Proven experience in Incident Management process design and governance.
Expertise in Major Incident coordination and KPI/SLA management.
Familiarity with ITSM tools (HaloITSM, ServiceNow).
Experience in reporting and trend analysis.
Excellent collaboration and communication skills to work effectively across diverse teams and stakeholders.
Good proficiency in English and German.
Analytical and structured working style, with the ability to identify risks, gaps, and optimization opportunities.

Nice To Haves

Experience in defense / manufacturing company

Responsibilities

Design, develop, and govern the Incident Management process, including Major Incident Management, in compliance with ITIL standards.
Create and maintain governance models and process improvement strategies.
Act as the primary contact for customers and participate in regular client meetings.
Define and monitor KPIs and SLAs, and prepare reports for performance measurement and trend analysis.
Lead and coordinate Major Incident Management activities.
Conduct process audits and develop improvement proposals.
Collaborate with transition and operations teams during process implementation.
Provide training and knowledge-sharing sessions for the team.
Support the development of tools and automation related to ITSM processes.
Drive process improvement initiatives to enhance Incident Management efficiency.
Maintain documentation, including process descriptions and work instructions.
Utilize ITSM systems (e.g., ServiceNow, HaloITSM) and propose automation and workflow enhancements.
Support integrations and reporting (Power BI, Excel).
Ensure integration with related processes such as Problem and Change Management.
Collaborate with customers, service management, and other internal departments.

Benefits

Take over an important and challenging role with high visibility
Become part of the unique growth stories of Rheinmetall and 4iG, which offer outstanding development and career opportunities
Gain insight into the defense and automotive industry
Make use of the broad network with over 40.000 great colleagues at Rheinmetall and 4iG worldwide
Benefit from various professional trainings and events
Enjoy our international and flexible work environment with an official office in Budapest but up to 90% mobile work

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