SIAM Problem Manager

Capgemini; Manchester; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

Capgemini is recruiting for a SIAM Problem Analyst to own end-to-end problem management across a multi-supplier environment. You will drive root cause analysis, coordinate permanent fixes, and maintain problem records to reduce incidents and improve service stability.

The role emphasizes governance, data-driven insights, and continual improvement through cross-functional collaboration with suppliers and internal teams.

Qualifications

• Proven experience in Problem Management, Service Management, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and cross-team coordination across multiple support towers.
• Experience conducting root cause analysis, managing problem records, and driving permanent resolutions to reduce recurring issues.
• Strong ITSM knowledge including Problem, Incident, Change, Service Levels, and Supplier Management with ITIL familiarity.
• Ability to analyse incident, problem, and performance data to identify trends and drive continual improvement.
• Excellent stakeholder management, communication, and analytical skills to influence suppliers and teams.

Responsibilities

• 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 tracked and delivered.

Skills

Proven experience in Problem Crisis?

Job description

Capgemini is recruiting for a SIAM Problem Analyst to own end-to-end problem management across a multi-supplier environment. You will drive root cause analysis, coordinate permanent fixes, and maintain problem records to reduce incidents and improve service stability.

The role emphasizes governance, data-driven insights, and continual improvement through cross-functional collaboration with suppliers and internal teams.