Description From q-tech we are looking for an **Incident Manager** to join the **Operational Excellence** team of one of our major clients, a leading **financial sector multinational.** **Functions and responsibilities:** * Ensure continuity and quality of technical service for internal users (incident management and other services), maintaining high compliance levels in quality indicators, SLAs, and satisfaction surveys. * Analyze KPIs and propose action plans to improve operational efficiency and service quality. * Drive continuous improvement of processes, tools, and best practices in incident and service management. * Identify risks/alerts and coordinate preventive or corrective action plans. * Effectively manage relationships with internal and external stakeholders: business units, technical teams, and suppliers. * Act as a key point of contact with business areas, ensuring proper prioritization and communication of incidents. * Share the company's vision, objectives, and values with the team, promoting an environment of commitment and high performance. Develop, motivate, and support team members, fostering their professional growth and team cohesion. * Promote the implementation of the department’s strategy within their area of responsibility. * Participate in cross-functional projects and contribute to the implementation of global solutions within the Group. **Requirements:** * University degree; specialization in the field is a plus. * Experience as a responsible manager in incident management, specifically in supporting internal users and/or B2B clients. * Experience managing work teams. * Solid knowledge of incident workflows (phases, escalations, criticalities, etc.). * Knowledge of methodologies, processes, and best practices in incident management (ITIL, etc.). * Languages: Advanced English (conversational); French is a plus. * Person with strong communication skills for continuous stakeholder management, assertiveness, decision-making ability, analytical capacity, and sense of responsibility. **We offer:** * **Salary: 40 \- 42K fixed \+ a variable component between 7\-8K** * **2K on restaurant card** * **1K remote work allowance** * Opportunity to join a financial sector multinational undergoing a full transformation process. * Integration into a dynamic team involved in cross-functional projects. * Hybrid working model (2 days of remote work per week). * Opportunities for professional development. 40\.000€ \- 42\.000€ \+ benefits (\+10\.000€) Cornellà de Llobregat Hybrid **Contact person:** agrisolia@q\-techrec.com 617 104 165