Global Incident and Request Manager

Job Description We at Yara are part of a global network, collaborating to profitably and responsibly solve some of the world's key challenges - resource scarcity, food insecurity and environmental change. Responsibilities To own and drive global Incident and Problem Management processes. By establishing end-to-end accountability, the role drives proactive identification and resolution of critical issues, leverages AI and automation to enhance service reliability, and reduces recurring problems-minimizing business disruption and strengthening operational performance. This role also takes ownership of the Request Fulfilment process, leveraging automation, and standardizing practices to improve efficiency and user experience. By providing clear visibility into service performance, it enables data-driven decisions and drives measurable improvements in service quality, operational efficiency, and business impact. Responsibilities - Own global Incident, Problem, and Request Fulfilment processes to ensure consistent service delivery and business continuity. - Oversee Major Incident Management to reduce downtime and minimize business disruption to critical operations. - Leverage AI and automation to streamline workflows, accelerate resolutions, and enhance the end-user experience. - Foster governance and collaboration across stakeholders and vendors to drive innovation and continuous improvement. - Oversee Root Cause Analysis for high-priority incidents and drive implementation of preventive measures to reduce recurrences. - Standardize and optimize processes to improve efficiency and operational resilience. - Deliver measurable business outcomes through improved reliability, operational efficiency, and strategic process enhancements Profile Education: - Bachelor's or Master's degree in Information Technology, Computer Science, or related field. - ITIL certification (v4 preferred) is mandatory . Working Experience - 7-10 years of experience in Incident, Problem and Request Management or a related IT operations role. - Proven experience leading Global teams and vendor management. - Strong understanding of ITIL processes with a focus on automation and continual service improvement. - Demonstrated experience building collaborative teams across geographies. - Experience in Agile working methods and IT project delivery. o Excellent interpersonal, communication, and leadership skills. Other knowledge - Strong understanding of ITIL framework and service management principles. - Understanding of Change and Configuration Management, AI ops and automation Skills - Proficiency in ITIL, ITSM processes and platforms. - Analytical and data-driven decision-making skills. - Strong people, project and stakeholder management capabilities Leadership & People skills - Excellent communication and interpersonal skills. - Ability to lead diverse, cross-functional teams in a global environment. - Demonstrated ability to drive change and foster a culture of continuous improvement Other Requirements - Fluent in English. - Willingness to travel occasionally across regions - Cultural awareness and ability to work in a multinational environment. Additional Information Why us Innovative Work Environment At YARA, you'll be part of a dynamic team. You would be working with a globally dispersed and diverse team. We encourage creativity and out-of-the-box thinking, providing you with the freedom to experiment and innovate. Career Growth Opportunities Your professional development is our priority. We offer tailored training programs, mentorship from industry leaders, and clear pathways for advancement. Support for personal development, learning and continuous learning is a priority Work-Life Balance We understand the importance of balancing work with personal life. With flexible working hours, remote work options, and a generous vacation policy, you'll have the time and space to recharge. Impactful Work Your work will have a direct impact. Our team's recent achievements in specific areas demonstrate the meaningful difference we make every day. Strong Company Values Our commitment to these values is reflected in our positive work culture, low turnover rates, and the long-term success of our employees. Apply no later than Knowledge grows through differences Yara is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We believe that creating a diverse and inclusive work environment is not only the right thing, but also the smart thing to do. To deliver on this, Yara has firmly anchoredDiversity, Equity & Inclusion (DE&I) in our business strategy and has more than 400 employees worldwide involved in D&I ambassadors networks. As part of our recruitment process, where permitted by local law, we may conduct reference and background checks. These checks will only be performed when deemed necessary for the nature of the job. Candidates will be informed by HR before any background checks are initiated.