Incident, Problem & Change Manager

Giesecke+Devrient

Málaga, Spain

14 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience required

3 years minimum

Working hours

Regular working hours

Languages

English

Job source

www.buscojobs.com.es

Tech stack

Databases Information Technology Operations Mttr Information Technology

Job description

AtGiesecke+Devrient (G+D), we develop cutting-edge technologies that protect digital and physical identities, payments, and data infrastructures.We’re looking for anIncident, Problem & Change Manager (IPC Manager)to join ourIT Service Desk / NOC organizationinEl Prat de Llobregat, Barcelona.In this role, you will be accountable for theend-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 astrong 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 ManagementTakefull command of Major Incidents, ensuring fast restoration, clear timelines, and effective stakeholder communication.Act as thesingle point of authority during Major Incidents, coordinating technical teams and driving resolution.Monitor incident performance, ensure SLA compliance, and continuously improveMTTR.Problem ManagementOwn theProblem 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 theKnown Error Database (KEDB)in collaboration with technical teams.Accept and close Problems after effectiveness review with theService Quality Manager (SQM).Change EnablementPartner closely with theService 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.Drive improvements inchange success rate, lead time, and reduction of failed or rolled-back changes.Collaboration & Continuous ImprovementWork closely with theIncident & Quality Lead, L1 NOC Engineers, SDM, and SQMto ensure knowledge sharing, service quality, and compliance.Own IPC processes, KPIs, and reporting.Drive continual service improvement initiatives across Incident, Problem, and Change practices.Ensureclear, timely, and transparent communicationacross 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 inEnglish, in a global, multicultural environment.Your professional background:Bachelor’s degree inIT, Computer Science, Engineering, or similar.3+ years of experiencein Incident, Problem, and/or Change Management within IT operations, Service Desk, or NOC environments.Strong knowledge ofITIL practices, especially Incident, Problem, and Change Enablement.Proven experience leadingMajor Incidentsand driving RCA quality.Experience working withCAB/ECAB, change calendars, and risk assessment.Solid understanding of IT service metrics (SLA, MTTR, change success rate).ITIL certification is a strong plus.Experience in regulated or high-availability environments is highly valued.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:**:00), Fri (9:**: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:Giesecke+Devrient - We make the lives of billions of people more secure.Privacy NoticeThe personal data you provide will be processed to manage your application in accordance with the GDPR and our Privacy Policy, available atData Privacy

G+D.\(Somos una empresa comprometida con la igualdad de oportunidades. Fomentamos la diversidad en todas sus formas y cultivamos un entorno de trabajo inclusivo, libre de prejuicios, discriminación y acoso, donde todas las personas empleadas se sientan valoradas y parte de la comunidad. Damos la bienvenida a todas las candidaturas, independientemente de su sexo, edad, raza, origen étnico, procedencia social y cultural, religión, discapacidad u orientación sexual.\) HR Team Spain \(******\) \(\)

Requirements

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 IT, Computer Science, Engineering, or similar . 3+ years of experience in Incident, Problem, and/or Change Management within IT operations, Service Desk, or NOC environments. Strong knowledge of ITIL practices , especially Incident, Problem, and Change Enablement. Proven experience leading Major Incidents and driving RCA quality. Experience working with CAB/ECAB , change calendars, and risk assessment. Solid understanding of IT service metrics (SLA, MTTR, change success rate). ITIL certification is a strong plus. Experience in regulated or high-availability environments is highly valued.

About the company

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:**:00), Fri (9:**: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: Giesecke+Devrient - We make the lives of billions of people more secure. 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 Data Privacy | G+D . \(Somos una empresa comprometida con la igualdad de oportunidades. Fomentamos la diversidad en todas sus formas y cultivamos un entorno de trabajo inclusivo, libre de prejuicios, discriminación y acoso, donde todas las personas empleadas se sientan valoradas y parte de la comunidad. Damos la bienvenida a todas las candidaturas, independientemente de su sexo, edad, raza, origen étnico, procedencia social y cultural, religión, discapacidad u orientación sexual.\) HR Team Spain \(******\) \(\)