Global Incident Process Manager

SC JOHNSON IS A FIFTH-GENERATION FAMILY COMPANY BUILT ON THE SPIRIT OF OUR PEOPLE. We have been leading with purpose for over 130 years, building iconic brands that win the hearts and minds of consumers – such as Raid®, Glade®, Ziploc® and more, in virtually every country around the world. Together, we are creating a better future – for the planet, for future generations and for every SCJ team member. Join our winning team of Wave Makers and Go Getters and help us write the next chapter in the SCJ story.

ABOUT THE ROLE

Join a global leadership role responsible for ensuring the resilience, reliability, and performance of our IT operations. As the Global Incident Process Manager, you will own and govern our Incident and Major Incident Management processes, ensuring clear standards, strong execution, and consistent communication across internal teams and Managed Service Providers (MSPs) worldwide.

You will oversee day‑to‑day incident operations, ensure high‑quality performance from our MSPs, and lead the rapid handling of major incidents to restore services within defined SLAs. You will also partner across technology and business teams to strengthen Problem Management and drive continual improvement, reducing risk and enhancing overall service stability.

This role is ideal for an IT leader experienced in global operations, process governance, and operational excellence at scale.

KEY RESPONSIBILITIES

Governance (Primary Focus)

• Serve as global process owner for Incident and Major Incident Management; maintain clear, documented, and continuously improved processes.

• Ensure compliance with standards, communication protocols, RACIs, and escalation paths across all teams and the MSP.

• Conduct quality audits and ensure the ITSM platform (e.g., ServiceNow) supports proper process execution.

Incident Management Leadership

• Oversee consistent execution of the full incident lifecycle across internal teams and the MSP.

• Govern use of impact/urgency and priority models.

• Monitor workflows, ensuring SLA adherence, accuracy, and timely updates from the MSP.

Major Incident Management

• Lead and govern global Major Incident processes, ensuring fast activation, coordination, and service restoration.

• Chair or oversee incident bridges to ensure effective troubleshooting, communication, and escalation.

• Validate timely post‑incident reviews, timelines, and business communication.

Problem Management Contribution

• Ensure recurring issues or failed changes transition into Problem Management.

• Partner on RCAs—especially for MSP‑owned incidents—and track corrective actions to closure.

MSP Governance & Operational Oversight

• Hold MSP accountable for SLA performance, ticket quality, escalations, and operational behavior.

• Run operational reviews (daily/weekly/monthly) covering metrics, trends, and improvement actions.

• Identify performance gaps and drive corrective/preventive measures.

Reporting & Analytics

• Deliver accurate reporting on incident and major incident performance, SLAs, MTTR, and trends.

• Provide insights and recommendations to improve stability, reliability, and MSP performance.

Continuous Improvement

• Identify and implement improvements in workflows, automation, escalation logic, and communication standards.

REQUIRED EXPERIENCE YOU’LL BRING

• Bachelor's degree in IT, Computer Science, or related field.

• 5+ years in Incident/Major Incident Management in a global IT environment.

• 3+ years of ServiceNow experience.

• Must be legally authorized to work in the U.S. without current or future sponsorship.

PREFERRED EXPERIENCE & SKILLS

• Experience governing or managing an MSP in an enterprise operations model.

• Strong knowledge of ITIL and enterprise ITSM platforms.

• Excellent communication and facilitation under pressure.

• Strong analytical and operational improvement skills.

• Ability to influence and drive process compliance across global teams.

• Experience elevating operational maturity in outsourced environments.

JOB REQUIREMENTS

• Full‑time onsite in Racine, WI.

• Remote work available 1 day/week for eligible employees.

• Domestic relocation eligible.

• Ability to adjust availability based on global opera