At Giesecke+Devrient (G+D), we develop technologies that protect digital identities, payments, and data.
We are looking for an Incident & Quality Lead to join our IT Service Desk / NOC team in Barcelona.
About the role
You will ensure high-quality service delivery, process consistency, and continuous improvement across the Service Desk.
You will act as a key reference for quality, processes, and ServiceNow, and as backup Incident Manager, leading major incidents when needed.
Key responsibilities
* Ensure ticket quality and adherence to SLAs/OLAs and processes
* Maintain documentation and knowledge base standards
* Act as a technical and procedural reference for the team
* Lead major incidents as backup Incident Manager
* Support onboarding, training, and team performance
* Drive continuous improvement and ServiceNow enhancements
* Provide operational backup when needed
What we're looking for
* 3+ years in Service Desk, NOC, or Data Centre environments
* Strong knowledge of ITIL, ServiceNow (or similar), and infrastructure basics
* Experience in incident management within 24/7 environments
* Strong communication and stakeholder management skills
* Analytical mindset and problem-solving skills
* Flexibility for on-call and dynamic environments
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.
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