Business Application IT Process/Problem Manager

Canon EMEA; Amstelveen; On-site; EUR 90,000 - 120,000; Full time

Job summary

Canon EMEA is seeking a Problem Management professional to transition from reactive incident management to proactive, insight-driven problem management. You will own the lifecycle, drive root-cause analysis, and ensure permanent resolution of underlying issues to improve service stability and performance.

In this role, you will collaborate with internal teams and vendors, govern fix delivery, and provide data-driven insights to executive leadership, including CIO/SteerCo.

Qualifications

• Experience in ITIL Problem Management / IT Service Management.
• Proven RCA and major incident analysis.
• Experience in multi-vendor IT environments.
• Strong analytical mindset with data-driven insights.
• Excellent stakeholder communication.

Responsibilities

• Lead end-to-end Problem Management lifecycle (identification → RCA → fix → closure).
• Conduct RCA for major and recurring incidents.
• Drive permanent resolution to reduce recurrence.
• Perform trend analysis and drive service improvements.
• Governance of fix delivery with validation and metrics.
• Collaborate with internal teams and vendors for resolution.
• Provide reporting and executive visibility on performance.

Skills

ITIL Problem Management

Root Cause Analysis

Multi-vendor IT environments

Data-driven decision making

Stakeholder engagement

Proactive problem prevention

Communication skills

Job description

Job Description

This role is critical in enabling the transition from a reactive incident management approach to a proactive, insight-driven problem management model, ensuring long-term resolution of underlying issues and improved service performance.

Job Description

This role is critical in enabling the transition from a reactive incident management approach to a proactive, insight-driven problem management model, ensuring long-term resolution of underlying issues and improved service performance.

Responsibilities

Key Responsibilities

Problem Management Ownership

• Lead and own the end-to-end Problem Management lifecycle (identification → RCA → fix → closure)
• Conduct and govern Root Cause Analysis (RCA) for major and recurring incidents
• Drive permanent resolution of underlying issues, reducing incident recurrence

Service Stability & Continuous Improvement

• Perform trend analysis to identify recurring issues and systemic improvements
• Drive initiatives that improve service reliability, resilience, and performance
• Manage and prioritize the problem backlog and remediation pipeline

Governance & Delivery Oversight

• Ensure strong governance of fix delivery, including validation and effectiveness tracking
• Work closely with internal teams and vendors to ensure accountability for resolution
• Support a lean operating model by improving efficiency through structured processes

Multi-Vendor Collaboration

• Operate within a multi-vendor environment, ensuring alignment across partners
• Drive collaborative resolution of complex cross-domain issues
• Ensure effective communication and coordination across all stakeholders

Reporting & Executive Visibility

• Provide data-driven insights and reporting to senior leadership (CIO / SteerCo level)
• Prepare monthly and quarterly performance reports including risks, trends, and improvement actions
• Support decision-making with actionable insights

Why This Role Matters

• Enables reduction in recurring incidents and operational disruptions
• Strengthens governance and visibility of root causes
• Improves vendor accountability and service quality
• Contributes to business continuity and revenue protection through stable IT services

Qualifications

What We Are Looking For

• Strong experience in ITIL Problem Management / IT Service Management
• Proven track record in RCA, major incident analysis, and service improvement initiatives
• Experience working in complex, multi-vendor IT environments
• Strong analytical mindset with ability to derive actionable insights from data
• Excellent communication skills for stakeholder engagement at all levels
• Proactive, structured, and results-driven professional

What You Bring

• A passion for moving organizations from reactive firefighting to proactive problem prevention
• Ability to influence stakeholders and drive sustainable improvements
• Strong ownership mindset with focus on outcomes and service stability

Our Offer

At Canon EMEA, You Will Be Part Of a Dynamic And Evolving IT Organization, Working At The Heart Of Business-critical Services, With Opportunities To

• Drive real impact on service performance and business continuity
• Collaborate across international teams and leading technology partners
• Contribute to innovation and operational transformation initiatives

Canon Core Behaviours

• Drive for results
• Focus on the Customer
• Take ownership and accountability
• Act as a team player
• Shows courage and conviction
• People orientated
• Caring for self and others

Job Family : IT Development

Grade : 13