Incident & Problem Manager

Your Team

Business Process & Technology (BPT) contributes to CCEP’s business strategy through the company’s five (5) strategic goals, with an emphasis on: 1. Deliver world class capabilities for our customers 2. Deliver better experiences for our employees, to serve our customers 3. Help the CCEP business transform 4. Keep striving for a better CCEP contribution from technology enablement/ innovation.

Your Role

The Incident & Problem Manager is responsible for overseeing and ensuring effective execution of the Incident Management and Problem Management processes within the Service Delivery team. This role ensures that incidents are resolved within agreed service levels, root causes of recurring issues are identified, and preventive measures are implemented to improve overall service quality. As an individual contributor reporting to the Head of Service Management, the role acts as the central owner of incident/problem governance and works across teams to minimize business disruption.

Key Accountability

• Own and manage the end-to-end Incident Management process.
• Act as escalation point for major/high-priority incidents.
• Ensure timely incident logging, categorization, prioritization, and resolution in line with SLAs.
• Facilitate communication between technical teams and business stakeholders during incident handling.
• Conduct root cause analysis (RCA) for recurring or high-impact incidents.
• Identify and track known errors, workarounds, and permanent solutions.
• Collaborate with technical teams to implement preventive actions.
• Act as process owner for incident and problem management aligned with ITIL standards.
• Ensure process documentation, policies, and procedures are up to date.
• Monitor compliance with established processes across Service Delivery teams.
• Provide timely updates to business users and management on incident/problem status.
• Produce incident and problem trend reports for management review.
• Support service review meetings with incident/problem data and insights.
• Identify area for improvement, develop improvement program and monitor the implementation to increase process efficiency, cost effectiveness, or increase productivity.
• Proactively search for new technology and ideas to improve provision of Solutions Services
• Cost and budget management: manage cost and drive efficiencies
  
  

Career Experience & Qualifications

Education Background:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• ITIL Foundation certification required; Intermediate/Expert level preferred.
  
  

Professional Experience:

• 4–6 years of experience in IT Service Management or related IT operations roles.
• Proven track record in incident and problem management (ITIL environment).
• Experience in working with ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management).
• Exposure to managing major incidents in a complex, multinational organization is preferred.
  
  

Qualifications / Certifications:

• Strong communication and presentation skills (written and oral), effective cross-cultural & collaboration skills and cultural empathy
• Exposure in both consultant & corporate is preferable
• Should be a reliable person with positive attitude, proactive, open, honest, co-operative, fast learner and works well under pressure