Incident, Problem & Change Manager
hace 2 días
El Prat de Llobregat
At Giesecke+Devrient (G+D), we develop cutting-edge technologies that protect digital and physical identities, payments, and data infrastructures. We’re looking for an Incident, Problem & Change Manager (IPC Manager) to join our IT Service Desk / NOC organization in El Prat de Llobregat, Barcelona. In this role, you will be accountable for the end-to-end Incident, problem, and change practices, ensuring service stability, fast recovery, controlled change enablement, and clear, authoritative communication during critical situations. This is a key role for someone with a strong service mindset, leadership under pressure, and deep understanding of IT service management, who wants to make a real impact in a global and highly regulated environment. What will you do? Incident Management • Take full command of Major Incidents, ensuring fast restoration, clear timelines, and effective stakeholder communication., • Act as the single point of authority during Major Incidents, coordinating technical teams and driving resolution., • Own the Problem Management lifecycle, including backlog prioritization and quality of Root Cause Analysis (RCA)., • Drive corrective and preventive actions to avoid incident recurrence., • Maintain and continuously improve the Known Error Database (KEDB) in collaboration with technical teams., • Partner closely with the Service Delivery Manager (SDM) to ensure risk-aware and well-governed change enablement., • Own change policies, calendars, CAB/ECAB governance, and metrics., • Approve change risk categorizations, readiness, and rollback plans., • Stop, defer, or escalate changes that breach policy or risk thresholds., • Work closely with the Incident & Quality Lead, L1 NOC Engineers, SDM, and SQM to ensure knowledge sharing, service quality, and compliance., • Own IPC processes, KPIs, and reporting., • Drive continual service improvement initiatives across Incident, Problem, and Change practices., • Ensure clear, timely, and transparent communication across the full incident and change lifecycle. What are we looking for? Your human side: • Calm, confident, and decisive under pressure — you lead when it matters most., • Strong communicator, able to manage stakeholders at all levels during critical situations., • Structured, analytical, and detail-oriented, with a continuous improvement mindset., • Proactive, accountable, and comfortable challenging decisions when risk thresholds are exceeded., • Team player who fosters collaboration, knowledge sharing, and service excellence., • Confident working in English, in a global, multicultural environment. Your professional background: • Bachelor's degree in Information Technology, Engineering field or similar., • Strong leadership skills., • Excellent communication under pressure; ability to lead bridges and influence without authority, diplomacy, negotiation/commercial vision skills, social skills., • Analytical and problem-solving skills (trend analysis, RCA techniques); strong documentation discipline., • Customer-focused mindset., • Ability to work in a fast-paced and dynamic environment., • Knowledge of ITIL practices (Incident, Problem, Change, Knowledge, Event)., • Fluent written and spoken English / Fluent written and spoken Spanish / Fluent written and spoken French is a plus What’s great about working with us? • Culture & Diversity: People-oriented environment with a global mindset, flat hierarchies, and inclusive culture (LGBT+ friendly)., • Global Collaboration: Work in international Agile teams with colleagues around the world., • Innovation & Impact: Shape how our IT organization communicates, collaborates, and delivers secure digital solutions., • Career Development: Continuous learning, internal mobility, and coaching opportunities., • Benefits: Flexible compensation (health insurance, transport, training, nursery vouchers), parking, and on-site canteen., • Work-Life Balance: Hybrid model and flexible schedule. Core hours Mon–Thu (9:30–17:00), Fri (9:00–15:00)., • Location: Easily accessible by public transport (Bus 88, 110, Metro L10 ZAL-Riu Vell, PR4) or private vehicle. Explore what makes G+D unique – check out this video: Privacy Notice The personal data you provide will be processed to manage your application in accordance with the GDPR and our Privacy Policy, available at ___.