Lead Incident Digital Consumer & Customer

About the role

Coca-Cola Beverages Africa is seeking a Lead for Incident Digital Consumer & Customer to join its Technology Enablement team. Reporting to the Group Head of Technology Enablement, the role will oversee incident, major incident and problem management across the organisation’s technology landscape, ensuring rapid service restoration and continuous improvement.

Key responsibilities

• Lead end‑to‑end incident and major incident processes, coordinating response and communication during business‑impacting events.
• Drive root‑cause analysis and problem management to reduce repeat incidents and improve long‑term stability.
• Own and continuously improve ITSM processes, ensuring compliance with ITIL standards.
• Act as the operational focal point for critical technology platforms, monitoring performance and managing service risks.
• Identify and deliver service‑improvement initiatives that enhance quality, reduce risk and improve user experience.
• Provide clear, timely communication to business and technology stakeholders during critical incidents.
• Support workflow automation, reporting, analytics and optimisation of ITSM platforms.
• Manage vendor performance, compliance, software lifecycle and cost optimisation.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Information Systems or a related discipline.
• ITIL v4 Foundation certification (required) and ITIL Intermediate/Managing Professional certification (advantageous).
• Proven experience leading incident, major incident and problem management in a large, complex IT environment.
• Strong understanding of ITIL/ITSM governance and service‑improvement practices.

Required skills

• ITIL v4 Foundation
• ITIL Intermediate / Managing Professional (preferred)
• ITSM process management