Incident, Problem & Change Manager

G+D hace más segura la vida de miles de millones de personas en todo el mundo. Creamos confianza en la era digital con tecnologías de seguridad integradas en tres áreas de negocio: Seguridad Digital, Plataformas Financieras y Tecnología Monetaria. Hemos sido un socio confiable para nuestros clientes durante más de 170 años con nuestras soluciones innovadoras para SecurityTech! Somos un grupo tecnológico internacional y una empresa familiar tradicional con más de 14,000 empleados en 40 países. Crear Confianza es nuestro camino hacia el éxito. La confianza es la base de nuestra cooperación en G+D.

En Tecnología de Pago, nuestra misión es estar al inicio de cada transacción y hacerla segura y sencilla. También creamos soluciones de pago y banca contemporáneas en nuestra era digital. Como único punto de contacto, producimos y personalizamos cientos de millones de tarjetas de pago cada año y almacenamos sus "gemelos digitales" - móviles y digitales. ¿Te gustaría dar forma activamente a la transformación digital con nosotros?

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.
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, 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.

Contact

HR Team Spain

[email protected]

JOB OFFER
Job Details

Job Title
Incident, Problem & Change Manager

Business Sector
Giesecke + Devrient ePayments Iberia S.A
C/ 114 nº 27
Polígon Pratenc

Requisition ID
26511

Location

Prat de Llobregat (BCN), ES

Career level
Con experiencia

Job Type
Tiempo completo, Contrato permanente

Contact
HR Team Spain
[email protected]

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.