SIAM Problem Manager

About the job you’re considering

The SIAM Problem Manager is accountable for leading and governing the end-to-end Problem Management process across a complex multi-supplier environment. The role is outcome-focused, ensuring that the root causes of incidents and service disruptions are identified, investigated, and addressed through effective supplier management, collaboration, and service integration. The Problem Manager will oversee problem governance, drive cross-supplier accountability for permanent resolutions, and ensure that corrective and preventative actions are delivered to improve service performance and resilience.

Through proactive trend analysis, continual improvement, and data-driven decision-making, the role contributes to reduced incident recurrence, improved service stability, enhanced end-user experience, increased operational resilience, and the delivery of measurable business value.

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.

If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).

• Own and govern the end-to-end Problem Management process across a multi-supplier environment, ensuring problems are identified, prioritised, investigated, and managed effectively to reduce service disruption.
• Perform and facilitate root cause analysis, driving permanent resolutions to recurring service issues and improving service stability.
• Manage problem records throughout their lifecycle, ensuring timely investigation, escalation, communication, and governance.
• Analyse incident and problem trends to identify recurring issues, risks, and opportunities for continual improvement.
• Chair problem review meetings and facilitate cross-supplier collaboration to drive accountability, resolution, and service improvement.
• Produce problem management reporting, trend analysis, and management information to support operational, governance, and strategic decision-making.

• Proven experience in Problem Management, Service Management, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and the coordination of services across multiple support teams and service towers.
• Experience conducting root cause analysis, managing problem records, and driving permanent resolutions to recurring service issues.
• Strong knowledge of ITSM practices including Problem, Incident, Change, Service Level, and Supplier Management, supported by ITIL.
• Ability to analyse incident, problem, and service performance data to identify trends, risks, and opportunities for continual improvement.
• Excellent stakeholder management, communication, and analytical skills, with the ability to influence suppliers and engage effectively with technical teams, customers, and senior leaders.

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.

To be successfully appointed to this role, it is a requirement to…