With over a decade of experience in talent recruitment, Human Profiler is a consultancy specialized in IT Outsourcing and the selection of qualified profiles. We track trends, anticipate needs, and align talent with the right challenges through agility, closeness, and a personalized approach.
We are currently looking for a Change & Problem Management SME to strengthen our team M/F.
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.
€39,500 – €47,500 Gross Anual
What we offer
• Involvement in a dynamic project with a nationally and internationally recognized client.
• Competitive salary package, tailored to experience and professional profile.
• Real opportunities for growth in challenging and inspiring technology projects.
• Integration into a multidisciplinary, collaborative team with an innovative mindset.
• Close and personalized support.
• Continuous training aimed at accelerating skills and new achievements.
• Health insurance.
• Events and team-building initiatives to unwind and strengthen the team.
• Access to an exclusive benefits network (health, wellbeing, travel, gastronomy, culture, leisure, training and more).
From application to team integration
The first contact is made by phone or videoconference, during a dedicated moment to better understand the candidate’s professional background and motivations.
During the integration phase, close and consistent support is ensured to foster continuous development and smooth adaptation to the new team.