Problem, Incident & Change Manager

About the job you're considering

We have an exciting opportunity to join our team as a Problem, Incident & Change Manager! In this pivotal role, you will be responsible for ensuring the effective management of incidents, problems, and changes across the service landscape, maintaining service stability while driving continual service improvement.

As the Problem, Incident & Change Manager, you will apply a proactive and predictive mindset to identify and address risks before they impact services, whilst leading the coordination and governance of major incidents, root cause investigations, and change activities. You will work closely with technical teams, service partners, stakeholders, and our extensive high-profile client network to minimise service disruption, improve operational resilience, and ensure changes are delivered safely and effectively.

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your role

• Lead and govern the Incident, Problem, and Change Management processes in line with ITIL best practices.
• Coordinate the response, communication, and resolution of major incidents, ensuring timely restoration of services and effective stakeholder engagement.
• Drive problem investigations to identify root causes, implement preventative actions, and reduce recurring incidents.
• Chair Change Advisory Board (CAB) meetings and provide oversight of all planned changes to ensure risks are assessed and mitigated appropriately.
• Analyse service trends, incident data, and problem records to identify opportunities for service improvement and risk reduction.
• Ensure lessons learned and continual improvement activities are embedded following major incidents and significant changes.
• Work collaboratively with operational, technical, and business stakeholders to maintain service stability and improve customer experience.
• Monitor compliance with agreed service management processes, policies, and governance requirements.
• Produce management information, reporting, and insights to support decision-making and demonstrate service performance.
• Support capacity planning, risk management, and service resilience activities to meet current and future business needs.

You can bring your whole self to work. At Capgemini, striving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.

Your skills and experience

• Strong experience in Incident, Problem, and Change Management within complex IT environments.
• Excellent understanding of ITIL frameworks and Service Management best practices.
• Proven ability to lead major incident management activities and drive cross-functional teams during high-pressure situations.
• Experience facilitating root cause analysis and delivering meaningful service improvements.
• Strong stakeholder management and communication skills, with the ability to engage at all levels of the organisation.
• Analytical mindset with the ability to interpret trends, identify risks, and develop proactive solutions.
• Experience chairing governance forums such as CAB and driving process compliance.
• Excellent organisational skills with the ability to manage multiple priorities simultaneously.
• You can bring your whole self to work. At Capgemini, striving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government's Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.

Please opt in during the application process.

Your security clearance and pre-employment checks

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.

To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.

Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

Make it real - what does it mean for you?

Flexibility to work your way
You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

Your wellbeing
You'd be joining an accredited Great Place to work for Wellbeing in 2023. 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, and we have invested in wellbeing apps such as Thrive and Peppy.

Shape your path
You will be empowered to explore, innovate, and progress. You will benefit from Capgemini's 'learning for life' mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

Shared energy
You'll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You'll be joining a professional community of experts, who have got your back and will support you, every step of the way.

Why should you consider Capgemini?

Growing clients' businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you'll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We 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. You'll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion. Make it real | www.capgemini.com