Overview

The Zurich-based Barry Callebaut Group is the world’s leading manufacturer of chocolate and cocoa products – from sourcing and processing cocoa beans to producing the finest chocolates, including chocolate fillings, decorations and compounds. The Group runs more than 60 production facilities worldwide and employs a diverse and dedicated global workforce of more than 13,000 people. The Barry Callebaut Group serves the entire food industry, from industrial food manufacturers to artisanal and professional users of chocolate, such as chocolatiers, pastry chefs, bakers, hotels, restaurants or caterers. The global brands catering to the specific needs of these Gourmet customers are Callebaut® and Cacao Barry®, Carma® and the decorations specialist Mona Lisa®. The Barry Callebaut Group is committed to make sustainable chocolate the norm to help ensure future supplies of cocoa and improve farmer livelihoods. It supports the Cocoa Horizons Foundation in its goal to shape a sustainable cocoa and chocolate future.

 

 

Job Profile

 

Barry Callebaut Digital (BC Digital) is on a mission to lead the digital revolution in the chocolate industry, and we're looking for an Incident Manager CIM (Critical Incident Management) to support this transformative journey. Reporting directly to the Head of Global Service Desk, you will be responsible for the operational support and service requests around the critical incident and problem management for Barry Callebaut. As part of the Service Management team, you will be responsible for the handling of disruptive or unexpected events, including the coordination of all incident response activities, determining the severity, and identifying required mitigation actions. In addition, you will closely collaborate with relevant stakeholders to implement required changes to our system landscape and prevent further incidents.

 

 

MAIN RESPONSIBILITIES & SCOPE

 

Lead the response to critical and major IT incidents, coordinating with cross-functional teams and our service providers to ensure timely resolution and minimal disruption to business operations. Act as the primary point of contact for all major incidents, providing clear and concise communication to stakeholders and ensuring that incident management processes are followed. Oversee the incident management process, including the identification, classification, escalation, and resolution of incidents. Facilitate and manage incident review meetings, including post-incident analysis and root cause investigations. Develop and maintain incident management documentation, including incident reports, root cause analysis, and action plans. Implement and manage incident management tools and technologies to streamline incident detection, tracking, and reporting. Collaborate with IT operations, support teams, and business units to ensure effective incident response and recovery. Identify trends and recurring issues from incidents and work with relevant teams to implement preventive measures and improve overall incident management processes. Provide regular updates and reports on incident status, resolution efforts, and impact to senior management and other stakeholders. Conduct training and awareness sessions for IT staff and other stakeholders on incident management best practices and procedures. Continuously review and enhance incident management policies and procedures to ensure alignment with industry standards and organizational needs.

 

ESSENTIAL EXPERIENCE & KNOWLEDGE

 

 

12+ years of proven experience in IT incident management, with a strong track record of managing critical and major incidents Must have hands on experience working on ServiceNow tool Good knowledge of incident & problem management, service request management, 24/7 1st level support, technical change management, knowledge management etc. Knowledge of ITSM tooling and ticketing activities Independent and self-driven personality, taking responsibility and owning tasks Possesses excellent problem-solving skills and structured way of working Openness to try and learn new technologies and skills Excels in written and verbal communication skills, being able to communicate problems to technical and non-technical audiences

 

 

 

 

 

At Barry Callebaut, we are committed to Diversity & Inclusion. United by our strong values, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong. #oneBC - Diverse People, Sustainable Growth.