ITSM Process Manager – Incident & Change Management

About the role

We are strengthening our IT Service Management (ITSM) team and are looking for an experienced Process Manager with a strong operational focus on Incident Management and Change Management. You will join a small, highly collaborative team of three professionals, working in a structured environment that demands rigor, responsiveness, and a cross‑functional view of IT processes.

Key responsibilities

• Steer and continuously improve ITSM processes, ensuring quality, compliance and alignment with best practices.
• Monitor performance indicators (KPIs, SLAs) and contribute to CMDB optimisation.
• Manage critical incidents, coordinate resolutions, track the full incident lifecycle and handle escalations.
• Lead change initiatives: validate, plan, monitor changes, participate in Change Advisory Boards, and manage impacts and risks.
• Conduct root‑cause analysis for problems, track corrective actions and support environment stabilisation.

Required profile

• Minimum 10 years of experience in an IT/ITSM environment.
• ITIL certification (mandatory).
• Proven expertise in Incident Management, Change Management and escalation handling.
• Strong understanding of CMDB tools and practices.
• Professional level English for operational interactions.

Required skills

• ITIL
• CMDB tools
• Incident Management
• Change Management
• Escalation Management