Incident Manager - Relaunch@Capgemini

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

Relaunch@Capgemini

Have you taken a career break of 18 months or more? Whether it was for family, health, travel, or something else entirely — we understand that returning to work can feel daunting. That’s why we created Relaunch@Capgemini, a supportive 6‑month programme designed to help you rebuild confidence, refresh your skills, and ease your transition back into the workplace. We’re not looking for perfection — we’re looking for potential. You don’t need to meet every requirement listed — if you have relevant experience and a willingness to learn, we encourage you to apply. Our programme will run 26 October 2026 – 23 April 2027 so you will need to be available for work over this time period.

About The Role You’re Considering

We have a great opportunity to join Capgemini’s dedicated Service Management team as an Incident Manager, working with a growing portfolio of high‑profile clients. The Incident Manager oversees the resolution of incidents, manages documentation, and facilitates communication. The primary goal is to swiftly restore services and minimize disruptions to business operations. Team members collaborate cross various ITIL towers, including Change, Problem, and Service Desk.

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.

Your role

Our Incident Managers can be expected to engage with the following responsibilities and activities:

• Monitoring and managing the progress of incidents and service requests of internal teams and external teams as required
• Liaison with Problem Management team as required to expedite resolution of incidents
• Monitor resolver queues and escalate when incidents are not being resolved within service levels
• Provide incident reporting as needed
• Identify service improvement opportunities
• Managing virtual teams to deliver Incident Management process and working cross functionally
• Experience in various Problem Management reactive and proactive techniques supported by understanding of statistics and quality management concepts
• Hosting and facilitating of Incident Management meetings
• Develop further understanding of cross systems interrelations in context of the global business process
• Build upon an existing understanding of Service Management Framework

You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.

Your Skills And Experience

We understand that returning to work after time away from the industry can feel challenging, and you may not be familiar with every tool or technique listed. That’s absolutely fine — we’re here to support your development and help you build confidence as you re-enter the workplace.

Skills

We’re looking for individuals who have experience working as an analyst in a Service Centre environment, with good PC skills - including working knowledge of ServiceNow, Outlook, Word and Excel. You will also have:

• A strong soft skillset such as good management and communication skills, both written and verbal
• Sound organisational skills and the ability to work to tight deadlines under pressure
• Flexibility with the ability to multitask and take on additional roles when required - a must

Your security clearance and pre-employment checks

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). 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.

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.

Ready to Relaunch?

We’re here to support you every step of the way. If you’re feeling unsure, that’s completely normal. But if you’re curious, excited, or even just a little bit interested — we encourage you to apply or you can attend our upcoming event first and put an application in afterwards as application remain open until after the event.

Application closing date – 16th August 2026.