ITIL Duty Manager



Your role

Available onsite 24×7 (within a shift rotation), collaborating and working as one team with the client and other suppliers; the Operations Hub will have visibility across all IT services’ performance – using smart analytical technology and tools for diagnosis.
The team are:

  • Empowered to make business-led decisions for the benefit of the authority. 
  • The guardians of end-to-end business performance dedicated to providing an exceptional end user experience.
  • Taking ownership of planned or unplanned events. 
  • Focused on restoring the service when major incidents occur.
  • Driven to understand and use data, sharing knowledge and influencing stakeholder management through various meetings, forums, and service reviews.


Key Responsibilities of this role will include:

  • Management of Major Incidents, ensuring an effective interface to all associated processes (Major Incident Reporting, RCA, Problem Management, Knowledge Management).
  • Ownership of Operational Playbooks to drive swift resolution of major incidents.
  • Ability to own and Run executive communications
  • Supports the planning of all high risk out of hours Change activity, ensuring effective communication, time planning, and preventing change or business conflict.
  • Provide ultimate sign off for changes to commence, determining and enforcing cut-off points for implementation, and being the key decision maker in back-out invocation.
  • Prior to start of day, ensures that all Business-Critical services are available and performing, through effective alignment with the Service Desk and all operational support teams.
  • Maintain effective relationships with suppliers/ partners to organise the efficient supply of services within agreed contractual terms.
  • Support continuous improvement and proactive problem management of key IT systems
  • Work with operational teams and the Authority to identify case studies for automation and assist with implementation.

Your profile

The successful candidate will be fully flexible and have experience of working in a large outsource service environment, with broad knowledge across technology towers.

We’re seeking highly skilled applicants who are:

  • Motivated in managing the delivery of services, solutions and operations. 
  • Confident in taking ownership and making on the spot decisions in pressure situations.
  • Strong in customer communication skills, building positive relationships based on trust and transparency.
  • Proactive in unlocking value from monitoring, reporting and service management data; to automate, predict, triage and learn.
  • ITIL (v3/v4) qualified.



  • Dealing with the challenges presented by a strong client with a high degree of technical expertise.
  • Managing of Major Incidents, providing leadership to resolution and clear communications throughout.
  • Able to lead teams and drive activities within tight timeframes.
  • Good team working capability.
  • Analytical Problem Solving.    
  • Root Cause Analysis.           
  • Introducing standards for operations, streamlining workflows and reducing waste.
  • Embracing innovation to optimise service and delivering value.
  • Methodical approach to problem solving with good attention to detail.
  • Working Under Pressure and To Tight Time Scales 
  • Prioritising Workload

Working flexibly

At Capgemini, we strive to deliver excellence for our clients whilst also creating an environment where our people can thrive, develop, and enjoy a positive work-life balance. Flexible working allows us to be agile in how we deliver to our clients and by offering more freedom in where and how our people work, contributes to an improved employee experience.


All UK employees are eligible to request flexible working arrangements, which can be either informal or formal. Your manager will discuss your request with you and review it to ensure any arrangements work for you, your clients, your team, and our business.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organisation of 290,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.


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Posted on:

October 29, 2021

Experience level:

Experienced Professional

Contract type:

Permanent Full Time


Any UK Base


Infrastructure & Service Integration