IT Service Management Manager – Incident, Problem & Change Management

 In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defense, security and space, our architects design innovative solutions that make our tomorrow's possible.

The ITSM Manager (Incident, Problem & Change Manager) is an operational role responsible for the execution, coordination and monitoring of Incident, Problem and Change Management activities across DGDI/Europe. In addition to operational responsibilities, the ITSM Manager plays a key role in process convergence, acting as an ambassador of Group-defined ITSM processes and contributing to the alignment between Group standards and local IT practices. The ITSM Manager operates within Group-defined processes and contributes to their continuous improvement through field feedback and structured gap analysis.

ROLES & RESPONSIBILITIES

As Incident Manager

• Managing and controlling the incident backlog:
• Reviewing open incidents on a daily basis
• Verifying categorization, impact and priority
• Reassessing priorities based on business impact

Ensuring Incident Management process execution:

• Verifying compliance with workflows, SLAs and escalation rules
• Detecting and addressing deviations from Group processes

Coordinating incident resolution activities:

• Following up and relaunching technical teams and providers
• Ensuring clear ownership and action tracking
• Maintaining momentum on complex or long-running incidents

Managing and coordinating Major Incidents:

• Taking operational leadership during critical incidents
• Coordinating multiple teams and providers under pressure
• Structuring clear, concise and factual executive communications
• Translating technical situations into business-oriented messages
• Producing executive updates and first-level incident reports
• Establishing and tracking action plans
• Leading or contributing to post-incident reviews (RETEX)

As Problem Manager

Managing the problem backlog:

• Identifying problems based on incident trends and major incidents
• Ensuring problems are correctly logged, prioritized and owned

Driving root cause analysis (RCA):

• Organizing and facilitating RCA sessions
• Ensuring analyses are factual, structured and actionable

Defining and tracking corrective and preventive actions:

• Ensuring actions are clearly defined, owned and tracked
• Following implementation and effectiveness
• Escalating delays or lack of ownership

Ensuring alignment with Incident and Change Management:

• Ensuring recurring incidents lead to problem records
• Ensuring corrective actions are implemented through controlled changes

As a Change Enablement Manager

Managing and controlling the change backlog:

• Reviewing standard, normal and emergency changes
• Verifying completeness, risk assessment and impact analysis
• Challenging insufficiently prepared or high-risk changes
• Ensuring rollback plans are defined and realistic

Ensuring Change Management process execution:

• Enforcing approval workflows and governance rules
• Monitoring emergency change usage

Coordinating change governance:

• Preparing, organizing and facilitating CAB / eCAB sessions
• Ensuring appropriate stakeholder involvement
• Providing visibility on upcoming changes and risk

Following change execution:

• Tracking implementation and closure
• Investigating failed or disruptive changes

Ensuring post-change activities:

• Triggering post-implementation reviews when required
• Identifying changes causing incidents organize PIR
• Follow-up the actions plan defined

Process Reporting & Performance Monitoring:

• Collecting and consolidating Incident, Change and Problem data in support to FR teams
• Ensuring data quality and consistency in ITSM tools
• Producing regular reporting on: Incident volumes, backlogs and resolution times; Major Incident of the period (Exec report);
• Problem backlog and RCA quality; Change volumes, success rates and emergency changes;
• Providing actionable insights to support: Process maturity improvement; Management and executive reporting;
• Process Ambassadorship, Gap Identification & Convergence: the SE Manager acts as an ambassador of Group ITSM processes when interacting with other local IT entities.

Promoting and explaining Group-defined Incident, Change and Problem processe (Observing and understanding local IT operational practices and Identifying and documenting gaps between:

• Group ITSM processes
• Local IT ways of working
• Analyzing the causes of these gaps (organizational, tooling, cultural, operational)
• Escalating identified gaps with structured analysis to Group IT Operations Process Owners
• Contributing to process convergence by:
• Proposing pragmatic alignment options
• Supporting local teams during adoption

QUALIFICATION, CERTIFICATION & EDUCATIONAL REQUIREMENTS

• Minimum 8–10 years of experience in IT Operations / IT Service Management in International and distributed environments
• Proven hands-on experience in production environments with technical foundation enabling credible interaction with technical teams
• Extensive experience in Major Incident coordination
• Demonstrated experience as Incident / Change/ Problem Manager           
• Ability to operate autonomously and take ownership in complex situations and high-pressure situations
• Strong operational coordination and execution skills
• Structured, analytical and pragmatic mindset
• Strong communication and stakeholder management skills
• Ability to contribute to process convergence in complex environment
• Due to the nature of the work, a strong command of English is essential; proficiency in French is a strong plus.

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of defence and security, aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

In Romania, we are advancing innovation through software engineering, research and development, delivering solutions in key markets in which Thales Group operates. Our engineers design, develop and integrate solutions that impact global industries – from fully operational systems and subsystems for naval warfare and maritime security operations, to air traffic management systems, satellite-based solutions, tactical indoor simulations, identity and biometric technologies and more.