Position Description:

In this role, you will support the day to day execution of the Incident Management and Major Incident Management processes across the Rituals Store IT environment. You will work closely with CGI teams, Rituals stakeholders, and external service providers to ensure incidents are managed efficiently, risks are identified proactively, and service disruptions are resolved with minimal business impact.

Key responsibilities Incident Management

• Provide operational oversight of the Incident Management process across CGI, Rituals teams, and external suppliers.

• Make sure incidents are handled according to agreed procedures, priorities, and escalation paths.

• Identify and drive resolution of aging, misroute, or repeatedly reassigned incidents.

• Coordinate with resolver groups, service delivery teams, and suppliers to remove blockers.

• Spot recurring patterns, service impact, and data quality issues, and hand them over to Problem Management where needed.

Major Incident Management

• Assess whether a disruption qualifies as a major incident and activate the process.

• Declare and coordinate P1/P2 major incidents according to the agreed process.

• Mobilize the right resolver groups, technical specialists, and stakeholders.

• Lead major incident bridges and war rooms through to service restoration and stabilization.

• Coordinate timely, clear stakeholder communication — understandable for both technical and non technical audiences.

• Coordinate the completion, publication, and distribution of Major Incident Reports.

• Analyze trends and propose improvements to reduce recurrence.

SIAM and supplier coordination

• Act as the coordination point between CGI, Rituals, and external suppliers.

• Ensure clean hand offs between resolver groups and suppliers, so tickets don't bounce back and forth.

• Escalate through the correct SIAM governance route when suppliers or teams don't follow agreements.

Governance and continual improvement

• Prepare, analyze, and present metrics, trends, and risks.

• Prepare and facilitate the Weekly Operational Incident Review: aging incidents, SLA risks, recent major incidents, and improvement points.

• Prepare the Monthly Incident Management Review: KPIs, major incident trends, compliance, and improvement initiatives.

• Propose practical process improvements to Rituals and CGI stakeholders.

• Provide L2 SME support and undertake supplementary activities as needed during periods of reduced workload from the CGI NL L3 team

Required Skills and Experience

• The role should be positioned primarily around SIAM and process management capability than Service Desk language support.

• knows how to speak Dutch is a Plus

• Strong understanding of Incident Management and Major Incident Management in an ITIL based environment.

• Experience working in a multi vendor or SIAM environment, preferably with cross supplier operational coordination.

• Ability to coordinate technical and non technical stakeholders during high pressure incidents.

• Strong understanding of ticket lifecycle management, escalation handling, priority management, and service restoration practices.

• Experience preparing incident reports, KPI dashboards, trend analysis, and operational management updates.

• Ability to identify process gaps, data quality issues, recurring incidents, and operational risks.

• Strong communication skills, with the ability to provide clear, structured updates to resolver teams, management, vendors, and customer stakeholders.

• Experience facilitating operational reviews, incident calls, Major Incident bridges, or service review meetings.

• Working knowledge of ServiceNow or similar ITSM tooling.

• Ability to work across teams and organizations without relying on direct line authority.

• Strong follow up discipline and action tracking capability.

• Professional English communication skills, both written and verbal.

Behavioral Competencies

• Strong ownership mindset, while respecting that formal process ownership remains with the client.

• Calm and structured under pressure.

• Able to drive progress without creating unnecessary escalation noise.

• Comfortable challenging teams where process adherence, data quality, ownership, or responsiveness is insufficient.

• Practical and delivery focused, with the ability to work within an MVP environment where some tooling and integrations may still be maturing.

• Strong stakeholder sensitivity, especially when working across CGI, Rituals, and external providers.

• Clear communicator who can translate operational issues into governance level insights.

• Proactive in identifying risks, patterns, and improvement opportunities.

• Able to distinguish between operational process control, technical resolution, supplier accountability, and client decision authority.

• Confident in facilitating conversations with senior operational stakeholders during business impacting incidents.

Skills:

• Analytical Thinking

• Communication

• Service Desk

• Technical communication

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.