Hybrid Incident Manager – Service Ops & Cross-Functional Lead

Capgemini; Manchester; Hybrid; GBP 38,000 - 60,000; Full time

Job summary

Capgemini in Manchester is seeking an Incident Manager to join our Service Management team. You will oversee incident resolution, manage documentation, and facilitate cross-functional communication across ITIL towers such as Change, Problem, and Service Desk.

The role involves working across Capgemini offices, client sites and home as part of a hybrid model. As an Incident Manager, you will coordinate incident handling, host management meetings, and ensure progress against service levels, while

Qualifications

• Experience as an analyst in a Service Centre environment.
• Good PC skills including ServiceNow, Outlook, Word and Excel.
• Strong management and communication skills (written and verbal).
• Sound organisational skills and ability to work under tight deadlines.

Responsibilities

• Monitor and manage the progress of incidents and service requests.
• Liaise with Problem Management to expedite resolution of incidents.
• Monitor resolver queues and escalate when incidents are not resolved within service levels.
• Provide incident reporting as needed.
• Manage virtual teams to deliver Incident Management processes.

Job description

Capgemini in Manchester is seeking an Incident Manager to join our Service Management team. You will oversee incident resolution, manage documentation, and facilitate cross-functional communication across ITIL towers such as Change, Problem, and Service Desk.

The role involves working across Capgemini offices, client sites and home as part of a hybrid model. As an Incident Manager, you will coordinate incident handling, host management meetings, and ensure progress against service levels, while