We are looking for an Incident Management Consultant to support a growing backlog of SAP-related incidents raised by Key Users across logistics operations. Due to increasing unresolved and partially resolved incidents, a central Task Force has been established to improve visibility, coordination, and resolution performance.

The consultant will lead this Task Force, working closely with Tech teams (L2, L3, Product Owners) and Key Users, and will help deploy a consistent incident governance model across all regions.

Key Responsibilities

• Lead the central Incident Management Task Force and coordinate all stakeholders.
• Prepare weekly status reports, slide decks, dashboards, and KPIs.
• Track actions, priorities, and deadlines across business and IT teams.
• Ensure incident priorities are reflected in all tools (ServiceNow, SAP SolMan, Jira).
• Drive action plans for major incidents and ensure regular follow-up (daily/weekly).
• Support meetings with L2/L3 teams and liaise between IT and Key Users.
• Define and implement incident management governance for central and regional teams.
• Roll out governance, meeting structures, and KPIs across all regions.
• Provide root cause analyses and support business requirements for recurring issues.
• Prepare content for management communication, including SteerCo presentations and memos.

Deliverables

• Weekly and monthly meeting decks and reports.
• Incident dashboards, KPIs, and action plans.
• Root cause analyses and business requirement documentation.
• Governance documentation and rollout across regions.

Its a 6 month contract + extensions and will be worked remotely with some onsite work in France.

Please share your cv, i can call you to discuss further.

Kindest regards,