Senior ITIL Problem Management Lead

Capgemini; Manchester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global technology consulting firm in Manchester is seeking a Lead Problem Manager to enhance ITIL-aligned Problem Management processes. The role involves leading investigations, ensuring compliance with standards, and driving improvements within a multi-vendor environment. Ideal candidates should have ITIL v4 certification and strong analytical and communication skills. The position embraces hybrid working, providing a flexible yet collaborative work culture.

Benefits

Mental Health support programs

Inclusive work environment

Opportunities for personal development

Qualifications

• Experience leading Problem Management processes in ITIL.
• Ability to make data-informed decisions.
• Experience managing supplier performance in complex environments.

Responsibilities

• Own and improve the ITIL-aligned Problem Management process.
• Lead investigations and implement permanent fixes.
• Ensure compliance with SLAs and quality standards.

Skills

ITIL Problem Management leadership

Strong analytical skills

Excellent communication skills

Stakeholder engagement skills

Education

ITIL v4 certification

Tools

ServiceNow

Remedy

Job description

About the role you're considering

Here we have a great opportunity to join our team as a Lead Problem Manager! We are seeking a seasoned and strategic Senior ITIL Problem Management Lead to own and drive the Problem Management process across our enterprise IT landscape. This role is pivotal in ensuring the stability and resilience of our services by proactively identifying, analysing, and resolving recurring issues. You will be accountable for process governance, performance metrics, and ensuring supplier adherence to agreed problem management standards and contractual obligations.

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

Process and Performance

• Own and improve the ITIL-aligned Problem Management process, ensuring alignment with related ITIL processes.
• Define governance, maintain documentation, and track KPIs to measure and report process effectiveness.

Problem Analysis/Resolution & Improvement

• Lead major investigations, identify systemic issues, and drive permanent fixes and preventive measures.
• Promote proactive problem management through reviews, maturity assessments, and team training.

Supplier & Stakeholder Management

• Ensure supplier and internal team compliance with SLAs, RCA quality, and contractual obligations.
• Collaborate and elevate as needed to resolve non‑compliance and drive continuous improvement.

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

• Experience in ITIL Problem Management leadership or similar roles.
• ITIL v4 certification (Managing Professional or Strategic Leader preferred, but not essential).
• Strong analytical skills and ability to make data‑informed decisions.
• Experience managing supplier performance in a multi‑vendor environment.
• Excellent communication and stakeholder engagement skills.
• Familiarity with ITSM tools (e.g., ServiceNow, Remedy).
• Experience in regulated or complex enterprise environments is beneficial.

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.

• Declare they have a disability,
• Meet the minimum essential criteria for the role.

Please opt in during the application process.

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.

Your security clearance

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.

Make it real - what does it mean for you?

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.
You will be joining one of the World’s Most Ethical Companies®, as recognised by Ethisphere® for 13 consecutive years. We live our values by making ethical business choices every day. Working ethically is at the centre of our culture at Capgemini, meaning you will be helping to create a future we can all be proud of.
You will reimagine what’s possible: creating value for the world’s leading organisations through technology to build a sustainable, more inclusive future. You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK.
Capgemini. Make it real.

Why you should 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 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 2024 global revenues of €22.1 billion.
Make it real | www.capgemini.com