Incident, Problem - Barcelona - Giesecke+Devrient

Descripción

At Giesecke+Devrient (G+D) , we develop cutting-edge technologies that protect digital and physical identities, payments, and data infrastructures.

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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.
• Monitor incident performance, ensure SLA compliance, and continuously improve MTTR .

Problem Management

• 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.
• Accept and close Problems after effectiveness review with the Service Quality Manager (SQM) .

Change Enablement

• 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.
• Drive improvements in change success rate, lead time, and reduction of failed or rolled-back changes .

Collaboration & Continuous Improvement

• 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. xgwbsxa 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:

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