ITSM Change and Problem Manager

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🌐 Egypt, Mexico, +4 more countries – Remote

🇪🇬 Egypt – Remote 🇲🇽 Mexico – Remote 🇧🇷 Brazil – Remote 🇦🇷 Argentina – Remote 🇨🇴 Colombia – Remote 🇨🇱 Chile – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PartnerOne

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

☁️ SaaS

💳 Fintech

Enterprise • SaaS • Fintech

PartnerOne is one of the fastest growing software groups in the world, providing solutions that enhance the operational efficiency of the largest enterprises globally. The company specializes in acquiring software firms and investing in their development to create more robust, effective, and agile software solutions. PartnerOne is trusted by 80% of the world's largest companies, including the top US and European banks, defense contractors, and media conglomerates, focusing on delivering unparalleled customer support and innovative technologies.

📋 Description

• Own the end-to-end change management process, from request intake through review, approval, scheduling, and post-implementation review. • Chair the Change Advisory Board (CAB), facilitating risk assessment, impact analysis, and change scheduling. • Evaluate change requests for completeness, risk, rollback viability, and business impact. • Maintain the forward schedule of change and drive continuous reduction of failed and emergency changes. • Report on change KPIs, including change success rate, emergency change ratio, and change-related incidents. • Own reactive and proactive problem management, driving root cause analysis (RCA) for major and recurring incidents. • Facilitate RCA sessions using 5 Whys, Ishikawa/fishbone, and Kepner-Tregoe techniques. • Maintain the known error database (KEDB) and track workarounds and permanent fixes. • Partner with engineering and operations teams to prioritize and remediate problem records. • Analyze incident trends to proactively identify systemic issues before they escalate. • Continuously improve ITSM processes, tooling, and documentation. • Produce metrics, dashboards, and executive reporting on change and problem performance. • Coordinate across infrastructure, security, application, and service desk teams.

🎯 Requirements

• 5+ years in IT service management, with demonstrated ownership of change and/or problem management processes. • ITIL 4 Foundation certification required. • ITIL Intermediate/Managing Professional or Specialist modules strongly preferred. • Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management, BMC Helix, or similar). • Proven experience facilitating CAB and RCA sessions with technical and business stakeholders. • Strong analytical skills and familiarity with root cause analysis methodologies. • Excellent written and verbal communication, including executive-level reporting. • Experience in a regulated or high-availability environment preferred. • Familiarity with major incident management and its handoff to problem management preferred. • Data analysis / reporting skills (Power BI, SQL, or equivalent) preferred. • Additional certifications: ITIL Managing Professional, DevOps, or project management (PMP/PRINCE2) preferred. • Process discipline, stakeholder management, risk-based decision making, attention to detail, and a proactive, continuous-improvement mindset.