Incident Manager - Hybrid IT Service Lead (Relaunch)

Capgemini; Inverness; Hybrid; GBP 156,000 - 201,000; Full time

Benefits offered by this job

Disability Confident Employer

Event/trainee onboarding

Job summary

Capgemini is launching Relaunch@Capgemini, a 6‑month programme helping you rebuild confidence and refresh your skills while returning to work. You’ll join Capgemini’s Service Management team as an Incident Manager, overseeing incident resolution and cross‑team collaboration to swiftly restore services.

The role supports a hybrid work model across offices, client sites, and home. Applicants are supported through pre‑employment checks including Disclosure and Barring Service; return‑to‑work

Qualifications

• Experience as an analyst in a Service Centre environment.
• Familiar with ServiceNow, Outlook, Word and Excel.
• Strong communication and organisational skills; able to multitask under pressure.

Responsibilities

• Monitor progress of incidents and service requests for internal and external teams.
• Liaise with Problem Management to expedite incident resolution.
• Monitor resolver queues and escalate if SLAs are missed.
• Provide incident reporting as needed.
• Identify opportunities to improve services.

Skills

Incident Management

ServiceNow

Outlook

Word

Excel

Communication skills

Organisational skills

Multitasking

Team collaboration

Tools

ServiceNow

Microsoft Office

Job description

Capgemini is launching Relaunch@Capgemini, a 6‑month programme helping you rebuild confidence and refresh your skills while returning to work. You’ll join Capgemini’s Service Management team as an Incident Manager, overseeing incident resolution and cross‑team collaboration to swiftly restore services.

The role supports a hybrid work model across offices, client sites, and home. Applicants are supported through pre‑employment checks including Disclosure and Barring Service; return‑to‑work