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About the job you’re considering
The SIAM Incident Manager is accountable for leading and coordinating the end-to-end management of incidents across a complex multi-supplier environment. The role is outcome-focused, ensuring that incidents are resolved efficiently and effectively through strong supplier governance, collaboration, and service integration. The Incident Manager will drive service restoration, minimise business impact, and maintain clear communication with stakeholders while ensuring suppliers meet their incident management obligations and performance commitments. Through proactive oversight, trend analysis, and continual improvement, the role contributes to enhanced service stability, improved 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)
Your role
- Own the end-to-end Incident Management process across a multi-supplier service environment, ensuring incidents are managed effectively, resolved within agreed service levels, and business impact is minimised.
- Act as the central point of coordination for Major Incidents, managing the incident lifecycle, driving resolution, escalating risks and issues, and ensuring effective stakeholder engagement and communication throughout.
- Coordinate suppliers and internal support teams to drive incident resolution, ensure accountability for actions and outcomes, and maintain compliance with agreed incident management processes, contractual obligations, and service levels.
- Monitor incident performance metrics, service trends, recurring issues, risks, and dependencies.
- Produce reporting, dashboards, and management information to support operational, governance, and strategic decision-making.
- Chair incident review meetings and facilitate cross-supplier collaboration to address recurring incidents, service disruptions, operational challenges, and opportunities for service improvement.
- Lead post-incident reviews, lessons learned, corrective actions, and continual improvement initiatives, collaborating across Service Integration, Service Management, Problem Management, Change Management, and operational teams to improve service stability, resilience, and end-user experience.
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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 in Incident Management or Major Incident Management 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 leading major incidents, managing escalations, and driving rapid service restoration while minimising business impact.
- Strong knowledge of ITSM practices, including Incident, Problem, Change, Service Level, and Supplier Management, with a good understanding of ITIL.
- Ability to analyse incident trends and service performance data to identify risks, recurring issues, and opportunities for service improvement.
- Excellent stakeholder management, communication, and problem-solving 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.
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.
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).
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.
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Your wellbeing
You’d be joining an accredited Great Place to work for Wellbeing in 2024. 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
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