Change & Problem Management SME (ITIL)

Your Mission

Establish and enforce ITIL-based governance to ensure structured incident, problem, and change management. Drive root cause analysis, reduce recurring issues, and improve operational efficiency. Enable data-driven decision-making, ensure compliance with SLAs, and support continuous improvement initiatives to build a scalable, mature, and high-performing NOC operating model.

Your profile

• Bachelor’s degree in IT, Engineering, or related field.

• ITIL v3/v4 certification (mandatory).

• 8+ years of experience in Service Management, NOC, or IT operations.

• Strong experience in Incident, Problem, and Change Management processes.

• Proven experience leading major incident management (war rooms, escalations).

• Experience with ITSM tools (ServiceNow, Remedy, BMC).

• Strong analytical skills for RCA and trend analysis.

• Ability to define and enforce governance frameworks and KPIs.

• Experience working in telco or large-scale operations environments.

• Excellent communication and stakeholder management skills.

Key Responsibilities

• Define and enforce Incident, Problem, and Change Management processes aligned with ITIL best practices.

• Lead major incident management activities, including war-room coordination and stakeholder communication.

• Conduct structured Root Cause Analysis (RCA) for recurring issues.

• Manage and maintain Known Error Database (KEDB).

• Analyze incident trends to identify systemic issues and improvement opportunities.

• Ensure proper prioritization, categorization, and resolution tracking of incidents.

• Oversee change approval processes and risk assessment frameworks.

• Coordinate cross-functional teams to ensure adherence to governance processes.

• Establish KPIs and metrics for service quality and operational performance. [BRM_Review...rvice (FP) | PowerPoint]

• Drive continuous service improvement (CSI) initiatives across NOC operations.

• Ensure compliance with SLA/OLA targets and reporting requirements.

• Provide training and coaching on ITIL practices to operational teams.

Work Model: 100% remote. The role requires availability for business travel, including medium-term assignments involving extended stays (up to 3 months) in Saudi Arabia.

What can you expect from us?

Mind-blowing workplace culture. You will be integrated in a professional, dynamic and collaborative team.

100% Remote opportunities

We want you to have the flexibility to work where you feel most comfortable and productive.

International Career

• You can expect professional growth and to be connect with the world.

• We are represented in Portugal, Belgium, Luxembourg, and Denmark.

• And with projects in many other countries: Netherlands, Luxembourg, Singapore and in the United States of America (and a lot more is coming…)

Extra Benefits & Perks

If you wish to work with us and you are outside European Union (good news…) we are a Tech Visa Company, We will help!

As a plus, we provide Health and Life Insurance.