We’re looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.
Overview
The Service Continuity Manager is responsible for leading the response to high‑impact technology incidents, driving rapid service restoration, and preventing recurrence through structured problem management. This role sits at the center of operational stability, working across technical, business, and leadership teams to minimize disruption and strengthen the resilience of critical services.
Key Responsibilities
Major Incident Management
- Lead end‑to‑end coordination of major incidents, ensuring swift triage, clear communication, and timely service restoration.
- Act as the primary incident commander during high‑severity outages, engaging technical teams, vendors, and leadership as needed.
- Maintain real‑time situational awareness and provide concise, accurate updates to collaborators throughout the incident lifecycle.
- Ensure incident documentation, timelines, and post‑incident reports are completed to a high standard.
- Drive continuous improvement in incident response processes, tools, and communication practices.
Problem Management
- Own the problem management lifecycle, from identification and root cause analysis to long‑term resolution and prevention.
- Facilitate structured RCA sessions using methodologies such as 5 Whys, Fishbone, or Kepner‑Tregoe.
- Partner with Digital and business teams to define corrective actions and track them through to completion.
- Analyze incident trends, recurring issues, and systemic risks to proactively reduce service disruptions.
- Produce regular problem management reporting and insights for leadership.
Operational Excellence
- Champion standard processes in service reliability, resilience, and operational readiness.
- Collaborate with change, release, and service management teams to reduce risk and improve stability.
- Contribute to the development and refinement of incident and problem management frameworks, runbooks, and governance.
- Support audits, compliance activities, and continuous improvement initiatives.
Skills & Qualifications
- Academic background in a Bachelor’s degree or equivalent in Information Technology, Computer Science
- Previous experience in or with 4 to 5 years in major incident management, problem management, or a similar operational leadership role.
- Experience with ITSM tools such as Fresh Service, ServiceNow, Jira Service Management, Remedy, or similar.
- Familiarity with ITIL practices; ITIL certification is a plus.
- Deep technical understanding across infrastructure, applications, networks, cloud platforms, or enterprise IT environments.
- Exceptional communication skills, with the ability to translate complex technical issues into clear business language.
- Demonstrated ability to remain calm, decisive, and organized under pressure.
- Strong analytical and facilitation skills, with experience leading RCA sessions.
- Ability to influence without authority and build strong multi-functional relationships.
WE HAVE:
At nVent, we connect and protect our customers with inventive electrical solutions. People are our most valuable asset. Inclusion and diversity means that we celebrate and encourage each other’s authenticity because we understand that uniqueness sparks growth.
