Team Leader, IT​/Tech

About the job you’re considering

The SIAM Incident Management Team Leader is accountable for leading the Incident Management function within a complex multi-supplier environment, ensuring the effective coordination, governance, and resolution of incidents across integrated service providers. The role is responsible for providing day-to-day leadership, guidance, and development for the Incident Management team while driving a consistent and outcome-focused approach to incident management.

The Team Leader oversees the end-to-end management of major, high-priority, and business-critical incidents, ensuring timely service restoration, minimising business impact, and maintaining effective communication with stakeholders at all levels. Through strong supplier governance, service integration, and cross-functional collaboration, the role ensures that all suppliers fulfil their incident management obligations, comply with agreed processes, and achieve contractual service performance targets.

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).

Your role

The SIAM Incident Management Team Leader is responsible for monitoring team performance, identifying trends and recurring issues, and driving continual service improvement initiatives that enhance service stability, operational resilience, and the end-user experience. By fostering a culture of accountability, collaboration, and continuous improvement, the role delivers measurable business value and supports the successful delivery of integrated services across the organisation.

Lead and develop the SIAM Incident Management team, providing operational direction, coaching, and oversight to ensure effective incident management across a multi-supplier environment.

Oversee the end-to-end Incident Management process, ensuring incidents are prioritised, coordinated, and resolved within agreed service levels to minimise business impact and service disruption.

Direct the management of Major Incidents, leading cross-functional and supplier response activities to restore services quickly while maintaining clear communication with stakeholders and senior leadership.

Manage relationships with internal teams and suppliers, ensuring accountability, adherence to agreed processes, contractual obligations, and performance expectations within the SIAM operating model.

Monitor incident performance, service trends, and recurring issues, using management information and reporting to identify risks, drive continual improvement, and enhance service stability.

Lead post-incident reviews and governance activities, ensuring lessons learned, corrective actions, and service improvement initiatives are implemented to strengthen operational resilience and customer experience.

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

Proven experience leading Incident Management or Major Incident Management teams within complex IT service environments, with responsibility for service restoration, operational performance, and team development.

Strong understanding of SIAM principles, supplier governance, and the management of incident processes across multiple service providers, support teams, and technology towers.

Demonstrable experience coordinating and leading Major Incidents, managing escalations, and driving effective cross-functional collaboration to minimise business impact and restore services quickly.

Good knowledge of IT Service Management (ITSM) practices, including Incident, Problem, Change, Service Level, and Supplier Management, supported by a strong understanding of ITIL frameworks and best practice.

Experience analysing incident trends, service performance metrics, and operational data to identify risks, improve service stability, and drive continual service improvement initiatives.

Excellent leadership,…