Guardar Regressar à pesquisa Descrição Resumo Ofertas Semelhantes Added 16/09/2026Opportunity to join an international company.Be part of a growing technology hub.Sobre o nosso clienteOur client is a Pharmaceutical company.DescriçãoOwn the enterprise design, documentation and governance of the Incident, Major Incident and Problem Management processes, ensuring they are clear, practical, globally consistent and aligned to D&T operating model principles;Define policies, standards, operating procedures, workflows, roles, controls, measures and decision rights for incident logging, categorisation, prioritisation, escalation, restoration, closure, post-incident review, problem control, known error management and root cause analysis;Coordinate major and significant incident response when on call, providing command and control, bringing together organization teams, Service Delivery Managers, MSP resolver groups and suppliers to restore service quickly and safely;Act as an escalation point during major incidents, directing support resources to where they are most required, escalating lack of progress and ensuring stakeholder communications are timely, accurate and aligned to agreed procedures;Monitor execution of Incident and Problem Management across the organization, ensuring records contain adequate information, evidence of follow-up, clear ownership, appropriate linkage to CIs, known errors and related incidents, and compliance with agreed procedures;Analyse and report trends in incidents, major incidents, problems, known errors, repeat failures, SLA performance, MTTR, risks and process adherence, using insight to prioritise remedial action and reduce future incidents;Ensure post-incident reviews, lessons learned and problem review forums, ensuring root cause analysis, workaround documentation, corrective actions and service improvement activities are tracked through to completion with the MSP;Work through the D&T matrix and wider ITSM EPO team to embed adoption, partnering with Service Delivery Managers, Product Managers, Architects, Engineers, Cyber, GRC, regional/site teams, suppliers and MSP resolver groups to resolve cross-functional process issues;Establish and monitor process KPIs, controls and governance reporting, including incident volumes, backlog health, major incident frequency, MTTR, SLA compliance, problem aging, known error status, repeat incidents and improvement delivery;Provide Incident and Problem Management expertise during service transition, supplier mobilisation, ServiceNow configuration, new service onboarding, process change and post-go live hypercare;Ensure process requirements support regulated, audit-sensitive and business-critical environments, including appropriate evidence, traceability, escalation, risk management, communication, change control and exception handling;Collaborate with suppliers to ensure contractual process obligations, SLAs, operational handoffs, on-call arrangements and reporting requirements are understood, embedded and continuously improved.Perfil idealDegree-level education or equivalent professional experience in technology, service management, operations, business process management or a related discipline;ITIL Foundation or equivalent service management experience required;ITIL Managing Professional, ITIL Practice Manager, COBIT, SIAM, Lean Six Sigma or process improvement certification desirable but not essential;Strong working knowledge of ITSM and ITIL practices, with depth in Incident Management, Major Incident Management and Problem Management;Understanding of incident lifecycle governance, prioritisation, escalation, command and control, post-incident review, problem identification, root cause analysis, known error management, workarounds, trend analysis and continual improvement;Understanding of global service delivery models, managed services, supplier governance, service transition, ServiceNow-enabled workflows and the importance of clear RACI, controls, metrics and reporting;Awareness of regulated technology environments, including GxP, SOx, ITGC, cybersecurity, audit evidence, data integrity and operational resilience expectations;Ability to lead through influence in a matrix environment, building alignment across service delivery, product, engineering, cyber, GRC, site teams, suppliers and MSP resolver groups without direct line authority;Strong incident coordination, facilitation, process design, governance, analytical and problem-solving skills;Able to assess incident and problem data integrity, identify trends, translate operational insight into improvement priorities and communicate clearly under pressure with technical and non-technical audiences;Comfortable providing command and control during major incidents, challenging lack of progress constructively, delivering difficult messages with diplomacy and driving sustained adoption of standard processes.VantagensPerm contract;Hybrid work.Apply now!Pesquise mais OfertasAntonio DuqueQuote job refJN-092026-7098832Resumo da FunçãoSetorInformation TechnologySubsetorService DeliveryAdicionar indústriaTechnology & TelecomsLocalizaçãoLisbonTipo de contratoIndefinidoNome do ConsultorAntonio DuqueReferência da OfertaJN-092026-7098832Tipo de trabalhoTrabalho Remoto / Híbrido
