Incident & Change Leader – Hybrid in Lisbon

Next Engineering; Braga; Hybrid; EUR 16,000 - 22,000; Full time

Benefits offered by this job

Food Allowance

Flex Benefits

Other current benefits

Job summary

Next Engineering in Lisbon is seeking an experienced ITSM professional to own incident and change management, ensuring critical services stay stable and disruptions are minimized.

You will coordinate cross-functional teams during incidents and changes, implement ITIL-aligned ITSM practices, and drive improvements using Excel and Power BI dashboards. The role requires 5+ years in ITSM and ServiceNow experience, with a bachelor’s degree in IT/CS; ITIL certification is a plus.

Qualifications

• 5+ years in IT Service Management, specializing in incident and change management.
• Hands‑on experience with ITSM platforms such as ServiceNow and deep understanding of ITIL principles.
• Strong stakeholder management, analytical, and communication capabilities.
• Bachelor’s degree in IT, Computer Science, or related field.
• ITIL certification preferred; scripting/programming skills (Python or similar) are a plus.

Responsibilities

• Take ownership of IT incident and change processes, ensuring business-critical services remain stable and downtime is minimized.
• Serve as the central coordinator between cross-functional technical teams during incidents and changes, driving swift resolution and effective communication.
• Implement and enforce robust ITSM practices, ensuring accurate logging, prioritization, and resolution of incidents and changes.
• Lead post-incident and post-change reviews, identifying root causes and championing corrective actions to prevent recurrence.
• Maintain alignment with ITIL frameworks and enterprise IT governance standards.

Skills

ITSM

Incident management

Change management

ITIL

Stakeholder management

Analytical skills

Communication skills

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

Excel

Power BI

Python

Job description

Next Engineering in Lisbon is seeking an experienced ITSM professional to own incident and change management, ensuring critical services stay stable and disruptions are minimized.

You will coordinate cross-functional teams during incidents and changes, implement ITIL-aligned ITSM practices, and drive improvements using Excel and Power BI dashboards. The role requires 5+ years in ITSM and ServiceNow experience, with a bachelor’s degree in IT/CS; ITIL certification is a plus.