CHANGE & PROBLEM MANAGEMENT SME (ITIL) (REMOTE)

CHANGE & PROBLEM MANAGEMENT SME (ITIL) (REMOTE)

Portuguese company hires for remote position

Location: 100% Remote

Work Model: Fully Remote (Mandatory availability for international assignments, including stays of up to 3 months in Saudi Arabia)

️ Language Requirements: English – B2 or higher (Mandatory)

Seniority: Senior (8+ years)

Sector: energy

Rate Between €2600 - 3200 RV

️ Instructions: Please send your CV in English and make sure to include all skills and experience that match the requirements of the opportunity. This will significantly increase your chances of success

About the Role

As the Change & Problem Management SME, you will be responsible for establishing and maintaining ITIL-based governance processes that improve service quality, operational stability, and overall NOC maturity.

Working closely with operations, engineering, and business stakeholders, you will lead major incident management, drive Root Cause Analysis (RCA), oversee change governance, monitor service performance, and promote a culture of continuous improvement.

This role combines technical expertise, process governance, and leadership, making it ideal for professionals who enjoy transforming IT operations into efficient, scalable, and high-performing environments.

Key Responsibilities

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

Lead Major Incident Management activities, including war-room coordination, escalations, and stakeholder communication.

Conduct structured Root Cause Analysis (RCA) to eliminate recurring operational issues.

Manage and maintain the Known Error Database (KEDB).

Analyze incident trends to identify systemic issues and improvement opportunities.

Ensure proper incident categorization, prioritization, and lifecycle management.

Oversee Change Management processes, including risk assessments and approval workflows.

Coordinate cross-functional teams to ensure compliance with governance standards.

Define and monitor KPIs related to service quality, operational efficiency, and process performance.

Drive Continuous Service Improvement (CSI) initiatives across Network Operations.

Ensure compliance with SLA and OLA commitments.

Deliver guidance, coaching, and training on ITIL best practices to operational teams.

Required Qualifications

Bachelor's degree in Information Technology, Engineering, or a related field.

ITIL v3 or ITIL v4 Certification (Mandatory).

Minimum 8 years of experience in IT Service Management, NOC Operations, or IT Operations.

Strong experience with:

Incident Management

Problem Management

Change Management

Proven experience leading Major Incident Management activities and coordinating war rooms.

Hands-on experience with ITSM platforms such as:

ServiceNow

Remedy

BMC

Strong expertise in Root Cause Analysis (RCA) and trend analysis.

Experience defining governance frameworks, operational KPIs, and performance metrics.

Previous experience in Telecommunications or other large-scale enterprise operations.

Excellent communication, leadership, and stakeholder management skills.

English proficiency at B2 level or above.

Availability for international travel, including assignments of up to three months in Saudi Arabia.

gineering, or a related field.

Nice to Have

Experience supporting large-scale Network Operations Centers (NOC).

Strong background in Continuous Service Improvement (CSI).

Experience implementing operational governance frameworks.

Knowledge of enterprise service performance reporting and analytics.

Experience working within multinational organizations.

Why Join This Opportunity?

Join an international organization supporting large-scale critical operations.

Work remotely while collaborating with global technical and business teams.

Take ownership of strategic ITIL governance processes that directly improve operational performance.

Lead initiatives focused on service quality, operational maturity, and continuous improvement.

Participate in international projects with opportunities to travel and support operations in Saudi Arabia.

Contribute to building scalable, resilient, and high-performing IT service management environments.

Ideal Candidate Profile

We are looking for a senior IT Service Management professional with a strong background in ITIL governance and operational excellence. The ideal candidate is analytical, organized, and experienced in leading complex incident management processes while driving continuous improvement across enterprise environments.

You have a proactive mindset, excellent leadership skills, and the ability to coordinate multidisciplinary teams during critical situations. You are comfortable working with senior stakeholders, defining governance standards, and ensuring operational compliance in fast-paced international environments.

Before You Apply, Ask Yourself

Do you have at least 8 years of experience in IT Service Management, NOC Operations, or IT Operations?

Do you hold an ITIL v3 or ITIL v4 Certification?

Have you led Major Incident Management activities, including war rooms and executive escalations?

Are you experienced in Incident, Problem, and Change Management processes?

Have you conducted Root Cause Analysis (RCA) to eliminate recurring operational issues?

Have you managed or maintained a Known Error Database (KEDB)?

Are you experienced with ITSM platforms such as ServiceNow, Remedy, or BMC?

Have you defined governance frameworks, KPIs, and operational performance metrics?

Have you worked in Telecommunications or other large-scale enterprise environments?

Are you comfortable communicating with international stakeholders in English?

Are you available for medium-term international assignments of up to three months in Saudi Arabia?

If you answered YES to most of these questions, your profile is likely an excellent fit for this opportunity.

Application Instructions

Please submit your CV in English and ensure it clearly highlights your ITIL certifications, governance experience, ITSM expertise, leadership in Major Incident Management, and operational improvement initiatives. Tailoring your CV to the requirements above will significantly increase your chances of success.

Keywords for Your CV

ITIL, ITIL v3, ITIL v4, IT Service Management, Service Management, Incident Management, Problem Management, Change Management, Major Incident Management, War Room Coordination, Root Cause Analysis, RCA, Known Error Database, KEDB, Continuous Service Improvement, CSI, ITSM, ServiceNow, Remedy, BMC, SLA, OLA, Governance, Operational Governance, NOC, Network Operations Center, KPI Management, Trend Analysis, Risk Assessment, Change Approval, Stakeholder Management, Telecommunications, Enterprise Operations, Energy Sector, Remote, English B2, Saudi Arabia

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