Incident, Problem

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 ManagementTake 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 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. 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, , 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 Data Privacy | G+D.