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A driven IT Service Management professional to join the IT Control & Service Management department at our client. You are someone who knows how to connect with a global organization, working alongside a wide range of stakeholders and collaborating with IT colleagues across the world. As an IT Change & (Backup) Incident Manager, you are the point of contact within the IT Control & Service Management team for all matters related to IT implementation and service continuity. You will operate in a dual capacity: leading the change management workflow and rotating into the (Major) Incident Manager role to coordinate high-priority resolutions.
Job Responsibility:
Lead the Change Advisory Board (CAB): Prepare and chair weekly meetings, performing due diligence to ensure every change is complete, approved, and properly validated
Coordinate the Forward Change Schedule (FCS): Manage weekly meetings to discuss all changes planned for upcoming windows and weekend releases
Drive Incident Resolution: Organize and chair major incident calls, adding relevant stakeholders, driving the solution, and providing progress updates
Manage the Post-Incident Process: Close incidents and initiate the Post Incident Resolution (PIR) process to ensure continuous improvement
Global Collaboration: Partner with Change and Incident counterparts in the AP and US regions, facilitating handovers for long-running major incidents
Active verification of mandatory evidence and documentation in ServiceNow
Creation of CAB meeting minutes and formal closing of changes
Maintaining structured communication with senior management and stakeholders during critical service disruptions
Ensuring IT best practices and regulations within the financial services industry are strictly followed
Requirements:
Bachelor’s or Master’s degree in a relevant field
At least 7 years of working experience in an IT Service Management environment
Minimum of 3 years’ experience in an IT Change Manager role
Minimum of 1-3 years’ experience in an IT Incident Manager role
Required Certifications: ITIL v3/4 Practitioner
Technical Skills: Mandatory experience with ServiceNow
Nice to have:
Preferred Certifications: CISM (Certified Information Security Manager)
familiarity with Atlassian Products (Jira, Confluence) is a plus