At Giesecke+Devrient (G+D), we develop technologies that protect digital identities, payments, and data.

We are looking for an Incident & Quality Lead to join our IT Service Desk / NOC team in Barcelona.

About the role

You will ensure high-quality service delivery, process consistency, and continuous improvement across the Service Desk.

You will act as a key reference for quality, processes, and ServiceNow , and as backup Incident Manager , leading major incidents when needed.

Key responsibilities

- Ensure ticket quality and adherence to SLAs/OLAs and processes
- Maintain documentation and knowledge base standards
- Act as a technical and procedural reference for the team
- Lead major incidents as backup Incident Manager
- Support onboarding, training, and team performance
- Drive continuous improvement and ServiceNow enhancements
- Provide operational backup when needed

What we’re looking for

- 3+ years in Service Desk, NOC, or Data Centre environments
- Strong knowledge of ITIL, ServiceNow (or similar), and infrastructure basics
- Experience in incident management within 24/7 environments
- Strong communication and stakeholder management skills
- Analytical mindset and problem-solving skills
- Flexibility for on-call and dynamic environments





What’s great about working with us?

- Culture & Diversity: People-oriented environment with a general mindset, flat hierarchies, and inclusive culture (LGBT+ friendly).
- Global Collaboration: Work in international Agile teams with colleagues around the world.
- Innovation & Impact: Shape how our IT organization communicates, collaborates, and delivers secure digital solutions.
- Career Development: Continuous learning, internal mobility, and coaching opportunities.
- Benefits: Flexible compensation (health insurance, transport, training, nursery vouchers), parking, and on-site canteen.
- Work-Life Balance: Hybrid model and flexible schedule. Core hours Mon–Thu (9:30–17:00), Fri (9:00–15:00).
- Location: Easily accessible by public transport (Bus 88, 110, Metro L10 ZAL-Riu Vell, PR4) or private vehicle.

Explore what makes G+D unique – check out this video:

Giesecke+Devrient – We make the lives of billions of people more secure.

Privacy Notice

The personal data you provide will be processed to manage your application in accordance with the GDPR and our Privacy Policy, available at Data Privacy | G+D.

📌 Incident & Quality Lead – It Service Desk / Noc (España)
🏢 Giesecke+Devrient
📍 España