The Role

Location: Sofia

The Incident and Case Process Manager will primarily focus on the Incident Management Process and Case Management Process management and ownership, ensuring that the processes are documented correctly and are fit for purpose.

By joining us in our GBS in Krakow the Incident and Case Process Manager will join an inclusive, innovative global FMCG business supported by 25,000 employees.

Principle Accountabilities

• Ensuring that Incident Management and Case Management Processes, and Major Incident Management Procedure are meeting or exceeding the agreed service levels 
• Managing, identifying, and driving continual improvement activities and process optimization across the GBS Incident Management 
• Producing and maintaining accurate and appropriate process documentation 
• Providing regular management reporting and insights on Incident Management, Case Management and Major Incident Management performance and trends 
• Managing the vendor contracted to deliver the 24/7 Major Incident Management capability
• Acting as a management escalation point during major GBS and Cyber incidents ensuring that barriers to recovery are quickly removed

Skills and Experience Required

• Experience of creating, managing and owning processes used for Incident Management 
• Previous experience managing Major Incidents for critical systems in an ITIL process based 24/7 environment
• Experience of managing supplier performance in an outsourced operational environment
• Knowledge and experience of tools, technologies, and methods used in IT Service Management
• Advanced English communication skills

What We Offer

In return for playing your part in building our future, you will receive a comprehensive compensation package with salary, bonus scheme and many extras including a great pension scheme, generous holiday entitlement and hybrid/flexible working opportunities as well inspiring places to work and collaborate with purpose. Here at Imperial we will give you the opportunity to grow and learn, innovate at pace and be a part of our purpose to forge a path to a healthier future for moments of relaxation and pleasure for our consumers.

Everyone Belongs

Everyone belongs in Imperial. We are proud of being a truly inclusive organisation. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence. We give fair and equal consideration to all our applicants. Please contact us at recruitment@impbrands.com to let us know if we can provide support in helping you complete an application and/or attend an interview.

About Us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by 25,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.  Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.