Incident Manager

About the Role

Our client, a leading organization in Retail Technology / IT Services, is seeking a Incident Manager – Retail IT to join their team. Reports to the IT Service Delivery Manager. The ideal candidate will bring creativity, collaboration, and strong Retail Systems Management, Retail Store Infrastructure, Networking (LAN/WAN), ServiceNow ITSM, Incident Management, ITIL Foundation, Root Cause Analysis, Stakeholder Communication, Problem Solving skills that align successfully with the organization's needs.

About the Requirements

• Log, classify, and prioritize incidents in ServiceNow according to defined SLAs.
• Coordinate with store technology, networking, and application teams to resolve incidents within agreed timeframes.
• Conduct root cause analysis and document lessons learned to prevent recurrence.
• Maintain accurate incident records and produce regular status reports for management.
• Escalate complex incidents to senior technical staff and ensure timely resolution.
• Collaborate with change management to assess impact of planned changes on incident trends.
• Participate in on‑call rotations and provide 24/7 support coverage as required.
• Identify and recommend process improvements to enhance incident response efficiency.

About You

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation certification (preferred).
• ServiceNow Certified System Administrator (preferred).
• Demonstrated ability to manage incidents in a retail or high‑availability environment.

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About ManpowerGroup, Parent Company of Manpower, Experis and Talent Solutions

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands – Manpower, Experis and Talent Solutions – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years.