Job Req Number:  103257
Time Type: Full Time

About the Role:

We are seeking a highly skilled Incident Management Team Leader to lead and manage our Incident Management team. In this role, you will be responsible for overseeing the entire lifecycle of incidents, ensuring that all incidents are handled promptly and effectively to minimize business disruptions. As the team lead, you will mentor and guide a team of professionals, ensuring a proactive, solutions-driven approach to incident resolution while maintaining alignment with business priorities. You will play a critical role in ensuring seamless communication with stakeholders and continuous improvement in incident management processes.

Key Roles & Responsibilities:

Incident Lifecycle Management:

• Oversee the end-to-end incident lifecycle, from detection and logging to resolution and closure, ensuring incidents are tracked and managed effectively.

• Ensure all incidents are documented accurately, categorized appropriately, and escalated as needed based on business impact and urgency.

Team Leadership & People Management:

• Lead and mentor the Incident Management team, providing clear direction, motivation, and support.

• Assign tasks, monitor team performance, and ensure effective workload distribution to meet team goals. 

• Conduct regular one-on-one meetings and performance reviews, fostering a culture of continuous improvement and skill development.

• Maintain a high level of team morale, particularly during high-pressure or critical incidents.

Stakeholder Communication & Reporting:

• Act as the primary point of contact for incident status updates and resolution progress for internal stakeholders, including senior management, business units, and technical teams.

• Prepare and deliver detailed incident reports, including root cause analysis (RCA) and corrective actions to prevent recurrence.

Incident Triage & Prioritization:

• Lead the triage process to ensure incidents are prioritized based on business impact and urgency.

• Ensure critical incidents are promptly escalated and addressed in collaboration with technical teams.

SLA & KPI Management:

• Ensure incidents are resolved within agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Track and report on team performance, identifying areas for improvement and implementing corrective actions as needed.

Root Cause Analysis & Post-Incident Reviews:

• Lead or participate in post-incident reviews (PIR) to identify root causes and implement corrective actions to mitigate future occurrences.

• Share findings with the team and relevant stakeholders to enhance future incident management practices.

Process Improvement & ITIL Best Practices:

• Continuously evaluate and improve incident management processes, ensuring they are effective and aligned with business needs.

• Advocate for and ensure adherence to ITIL best practices, driving operational excellence within the team.

Incident Management Tool Oversight:

• Oversee the use of incident management tools (e.g., ServiceNow, JIRA) to ensure proper incident tracking, logging, and reporting.

• Ensure the team is fully trained on the use of these tools and follows established procedures.

Crisis Management & Decision-Making:

• Lead the team during high-priority incidents or service outages, ensuring quick and effective resolution.

• Make critical decisions under pressure, balancing the urgency of the incident with business and technical needs.

Cross-Functional Collaboration:

• Collaborate with IT, technical teams, and business units to ensure incidents are resolved in alignment with organizational priorities.

• Coordinate with external vendors or partners as needed to ensure efficient resolution of incidents.

What’s Expected:

• Ownership & Accountability: You will own the performance and outcomes of the incident management process, ensuring your team adheres to SLAs and delivers high-quality results.

• Effective Incident Resolution: You will lead your team in ensuring incidents are resolved efficiently and effectively, minimizing business impact.

• Strong Leadership: You will be expected to inspire, guide, and mentor your team to achieve high performance while fostering a collaborative and positive work environment.

• Clear Communication: As the primary point of contact, you will ensure clear, consistent communication with internal and external stakeholders regarding incident status and resolution.

• Continuous Improvement: You will drive continuous improvement within the team, ensuring processes are optimized and best practices are implemented.

Required Minimum Experience:

• 5+ years in Incident Management or IT Service Management, with a strong background in handling and resolving critical incidents.

• 2+ years in a leadership or team lead role, managing and mentoring incident response teams.

• Proven experience in managing SLA and KPI compliance, ensuring incidents are resolved within agreed timeframes.

• People management experience, with the ability to lead, coach, and develop highperforming teams in a fast-paced, high-pressure environment.

• Strong understanding of ITIL frameworks and incident management processes. ITIL certification is a plus.

• Proficiency with incident management tools such as ServiceNow, JIRA, or similar platforms.

• Excellent communication, analytical, and problem-solving skills, with the ability to make quick, informed decisions during high-stress incidents.

Mindset and Approach:

• Proactive: A forward-thinking mindset that anticipates potential incidents before they escalate and works to minimize business impact.

• Resilient: Able to manage high-pressure situations, maintaining a calm and rational approach to decision-making during critical incidents.

• Collaborative: Works well across different teams and functions to ensure effective incident resolution and alignment with organizational priorities.

• Customer-Focused: Understands the importance of minimizing downtime and service disruptions for both internal and external customers.

Continuous Learner: Embraces new challenges and strives for personal and professional growth, keeping up with industry trends and best practices

HR Recruitment Specialist: Jeamela Mae Boquio 

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 160,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you. 

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

Visit dsv.com and follow us on LinkedIn and Facebook.