Problem Manager- ITIL Service Management


Hybrid working, occasional travel to our Manchester site will be required. 

The job on offer

Working as part of Capgemini’s Service Management team in the Scottish Highlands, you will undertake management and control of Problems for our UK Public Sector client.

Your role

Oversees the root cause analysis process within the ITIL framework, with a focus on preventing repeat major outages. This is performed by applying a standard root cause analysis methodology, identifying known errors, and corrective actions. Equally adopting proactive problem management approach to both prevent, predict minimise and eliminate where possible 

⦁    Assigns problem investigations to proper resolver teams 
⦁    Ensuring that problems are identified, recorded, and tracked to resolution 
⦁    Ensuring that the information entered in the problem investigations and known errors are accurate and complete 
⦁    Monitoring progress of Problems assigned to resolvers and escalate as needed 
⦁    Preparing the trend analysis of incidents and monitoring data 
⦁    Ensuring business impact analysis of Problems is accurate 
⦁    Performing Post Problem and corrective action reviews as necessary to ensure accuracy, completeness and validity of actions performed and information recorded 
⦁    Monitor and escalate KPIs as needed including: Idle problem investigations and SLA breaches

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:

  • Collaborative in working towards a shared vision.
  • Focused on Value and delivering a positive experience.
  • Strong in customer communication skills, building positive relationships based on trust and transparency.
  • Enthusiastic about Ownership, delivering on time and to the right quality
  • ITIL v3 / ITIL 4 qualified.


  • Prior Problem Management experience in a similar environment.
  • Reactive and Proactive Problem Management
  • Able to lead teams and drive activities within tight timeframes.
  • Good team working capability.
  • Analytical Problem Solving.    
  • Root Cause Analysis.
  • Working to deliver against contractual obligations & service targets.
  • Review & improvement of Problem Management processes & procedures.
  • Problem Reporting.
  • Working Under Pressure and To Tight Time Scales 
  • Prioritising Work.
  • IT Service Management Systems (Service Now).

What makes Capgemini unique

Capgemini offers the opportunity to shape your career path, based on your interests and ambitions.  For example, if you want to become a ‘People Manager’ Connected Manager learning journey is there for you.  If you want to become an ‘Architect’ our Global Architect Community offerings can help you get there. 

Employee wellbeing is vitally important to us as an organisation.  We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.  To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas.  We have also invested in wellbeing apps such as Thrive and Peppy. 

Get the future you want

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. But when you join Capgemini, you join a thriving company and become part of a diverse collective of free-thinkers, entrepreneurs and industry experts. A powerful source of energy that drives us all to find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses. And it’s how you’ll gain the experiences and connections you need to shape your future.  By learning from each other every day, sharing knowledge and always pushing yourself to do better, you’ll build the skills you want. And you’ll use them to help our clients leverage technology to grow their business and give innovation that human touch the world needs. So, it might not always be easy, but making the world a better place rarely is. Capgemini. Get The Future You Want.

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 organization of 270,000 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.

Get the Future You Want |



Posted on:

December 17, 2021

Experience level:

Experienced Professional

Contract type:

Permanent Full Time


North West


Infrastructure & Service Integration