Capgemini
SIAM Problem Manager
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About the job you’re considering
The SIAM Problem Analyst is accountable for identifying, analysing, and managing problems across a complex multi-supplier environment to reduce the impact and recurrence of service disruptions.
The role is outcome-focused, ensuring that underlying causes of incidents are investigated and addressed through effective supplier governance, collaboration, and service integration. The Problem Analyst will drive root cause analysis, coordinate permanent resolutions, and maintain oversight of problem records while ensuring suppliers meet their problem management obligations and performance commitments. Through proactive trend analysis, continual improvement, and data-driven insights, the role contributes to improved service stability, reduced incident volumes, 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).
Your role
- Own the end-to-end Problem Management process across a multi-supplier service environment, ensuring problems are identified, prioritised, investigated, and managed effectively to reduce service disruption.
- Coordinate suppliers and internal support teams to perform root cause analysis, identify permanent fixes, and drive resolution of underlying service issues.
- Manage the lifecycle of problem records, ensuring timely investigation, escalation, communication, and governance in line with agreed processes and service levels.
- Monitor incident and problem trends, identifying recurring issues, risks, and opportunities to improve service stability, resilience, and performance.
- Chair problem review meetings and facilitate cross-supplier collaboration to address complex issues, remove barriers, and ensure accountability for actions and outcomes.
- Produce meaningful problem management reports, trend analysis, and management information to support operational, governance, and strategic decision-making.
- Lead continual improvement activities arising from problem investigations, ensuring lessons learned, corrective actions, and preventative measures are tracked and delivered.
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.
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Your skills and experience
- 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 and facilitating root cause analysis, managing problem records, and driving permanent resolutions to reduce recurring service issues.
- Strong knowledge of ITSM practices, including Problem, Incident, Change, Service Level, and Supplier Management, with a good understanding of ITIL.
- Ability to analyse incident, problem, and service performance data to identify trends, risks, recurring issues, 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.
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 as 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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