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 general, 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 bridgesand 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. 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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