Incident Manager Zwolle

Project overview

For our end client Enexis, Harvey Nash is looking for an Incident Manager Zwolle

Note! Please send applications via the website, including the following information:

Availability in hours per week

Has the candidate worked for Enexis before?

Vacation plans within the next 3 months

Expected start date: ASAP

Duration of the assignment: 6 months

Option for extension: yes

Number of hours per week: 32 to 40

Location of work: Zwolle

On-site or from home: 50%-50%

Freelancer possible: no

Direct hire: no

Deadline for proposing candidates: 26-10-2026 before 12:00

Position scale: 15

Target rate (all-in, including travel and parking costs and any overnight costs, excluding VAT): 91.9

As an Incident Manager, you ensure that service delivery remains under control

Within Enexis, you play an important role in keeping our OT service delivery reliable and predictable. You ensure that the Incident Management process functions correctly, that disruptions are handled properly, and that teams collaborate effectively when needed.

The daily handling of reports, incidents, and service requests lies with our OT support organization and technical specialists. You look at the bigger picture. You monitor the performance of the process, identify bottlenecks, and drive improvements. You also ensure that agreements are met and that incidents lead to concrete improvement actions.

When a disruption occurs with a major impact on business operations, you take charge. You bring the right people together, monitor progress, ensure clear communication, and maintain focus on restoring service delivery.

In addition, you are responsible for the operational management of our OT support organization. This consists of four support employees, spread across two locations. You are not their hierarchical manager and have no HR responsibilities, but you ensure cohesion, prioritization, and a uniform working method within the service delivery.

You work daily with OT support, engineers, suppliers, Product Owners, Scrum Teams, management, and users. You combine the structure of ITIL with the dynamics of a SAFe environment.

What will you do?

Incident Management?

Monitor and improve the quality of the Incident Management process

Monitor performance, lead times, and agreed service levels

Identify risks, bottlenecks, and improvement opportunities

Monitor effective and timely handling of incidents

Analyze incident patterns and translate insights into improvement initiatives

Prepare reports and advise on improvement measures

Promote good cooperation between support teams, engineers, suppliers, and business operations

Coordinate with Problem Management on recurring disruptions and structural solutions

Translate operational signals into concrete improvement actions

Major Incident Management?

Take charge of disruptions with high impact on business operations

Coordinate major incidents involving multiple teams or suppliers

Organize and lead incident calls, war rooms, and crisis meetings

Monitor priorities, dependencies, and recovery activities?

Provide clear communication to stakeholders and management

Evaluate major incidents and ensure follow-up of improvement measures

OT Support Management

Coordinate the daily service delivery of the OT support organization?

Manage the operational activities of four OT support employees spread across two locations?

Monitor quality, progress, and priorities within the support organization?

Act as the operational point of contact for OT support?

Coordinate activities between the different locations?

Identify capacity and quality issues?

Promote knowledge sharing and uniform working methods?

Support the further development of OT support services?

Escalate bottlenecks to the appropriate stakeholders?

Collaboration within SAFe?

Collaborate with Product Owners, Product Managers, and Agile Teams on structural improvements.?

Ensure that operational risks and incident trends are included in backlogs and improvement initiatives.?

Promote sustainable solutions for recurring disruptions.?

Contribute to a good balance between service delivery stability and system development.?

What do you bring??

Requirements

Experience with ITIL, specifically Incident Management and Problem Management?

Experience with Major Incident Management?

Experience with ServiceNow or a similar ITSM platform?

Experience with support or service desk organizations?

Ability to understand technical impact and effectively communicate with specialists about it?

Desirables:

Bachelor's degree level of work and thinking

Minimum of five years of experience in Incident Management, Service Management, or a similar management role

Knowledge of Agile working and preferably SAFe

Experience in an environment where availability, continuity, and business operations are crucial

Personal qualities?

You look beyond individual teams and act in the interest of the total service delivery

You connect people without formal authority

You are strong in management and stakeholder management

You bring structure and overview, even under high pressure

You are analytical and continuously seeking improvements

You communicate clearly, both with operational teams and with management

You understand different interests and can effectively switch between them

You dare to make decisions and escalate when necessary

You remain calm and focused during disruptions and crisis situations

You are able to quickly take charge when the situation demands it

Why is this role interesting?

You work at the intersection of OT, IT, business operations, and Agile working and play an important role in the reliable functioning of essential services.?

You are not the one who solves every incident yourself, but the one who ensures that the service delivery as a whole continues to function. You create overview, ensure that teams collaborate effectively, and promote structural improvements. At the same time, you are the person who steps forward when a disruption has a major impact. At those moments, you take charge, bring the right parties together, and ensure clear direction towards recovery. In this way, you make a direct contribution to both today's continuity and the further development of tomorrow's services.?

Who are we looking for?

We are looking for an experienced professional who understands how business-critical service delivery is organized and managed. Someone who gets energy from creating overview, improving processes, and connecting people. You feel at home in an environment where OT, IT, and business operations come together. You understand the interests of users, support staff, engineers, suppliers, and management and know how to connect them. You are not a process police officer, nor a technical troubleshooter.

You ensure that the right people work together at the right time, that responsibilities are clear, and that the organization learns from disruptions.

In short: an Incident Manager who takes responsibility for the quality of service delivery, takes charge when necessary, and ensures that people, processes, and teams are successful together.?

Interested? We would like to receive a CV and the following information (without this information, the CV will not be processed):

First possible start date

Availability in hours per week

Rate all-in (incl. travel, parking costs and any overnight costs, excl. VAT)

Has the candidate worked for Enexis before?

Vacation plans within the next 3 months

Project details

Motivation

Two references will be requested during onboarding.

• Start: ZSM
• Duration: 6 maanden
• Location: Zwolle, Nederland, NL
• Languages: Dutch