Incident Manager (with German)

Capgemini; Katowice; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Medical care with Medicover

Private life insurance

Sports card

Capgemini Helpline therapeutic support

Let's talk about wellbeing podcast

NEXT platform training tracks

GetSuccess performance management

Hybrid working model

Job summary

Capgemini is seeking an experienced Incident Manager to join our German-speaking client operations in Katowice. You will coordinate end-to-end incident resolution across multiple teams, drive service restoration within SLAs, and contribute to CSI initiatives to ensure high availability of IT services.

You will work with Service Desk, Operations Leads, and Problem Managers in a blended office/remote setup and leverage ITIL practices and ServiceNow to produce reports, monitor KPIs, and maintain

Qualifications

• Experience in Incident Management or IT operations.
• Strong ITIL knowledge and Continual Service Improvement experience.
• Proven ability to analyze incident metrics and generate reports.

Responsibilities

• Monitor operational health of IT services and identify risks.
• Coordinate end-to-end incident resolution across teams and providers.
• Ensure incidents meet SLAs and manage escalations.
• Maintain incident records in ServiceNow and perform quality reviews.
• Prepare KPI analyses and customer-facing service reviews.

Skills

Incident Management

ITIL principles

ServiceNow

SLA management

Stakeholder management

German language

English language

Analytical skills

Tools

ServiceNow

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'll like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your role

As an Incident Manager, you will play a key role in ensuring the stability and quality of IT services for a German-speaking customer environment. You will coordinate incident resolution across multiple teams and service providers, drive service restoration within agreed service levels, monitor process performance, and contribute to continuous service improvement. By combining strong stakeholder management, analytical thinking, and service management expertise, you will help deliver operational excellence and positive customer experience.

Your tasks

• Monitor the operational health of IT services and proactively identify risks that may impact service delivery.
• Coordinate end-to-end incident resolution across resolver groups, suppliers, customer teams, and technical support functions.
• Ensure incidents are managed and resolved within agreed SLAs, driving escalations when required.
• Monitor incident queues, ticket backlogs, aged incidents, reassignment rates, and overall process compliance.
• Analyze incident trends, recurring issues, and service risks, supporting Continual Service Improvement (CSI) initiatives.
• Maintain accurate, complete, and timely incident documentation in ServiceNow and perform quality reviews of incident records.
• Collaborate closely with Service Desk, Operations Leads, Service Delivery Managers, Problem Managers, and other stakeholders to ensure effective service management.
• Prepare operational reports, KPI analyses, management summaries, and customer-facing service reviews while supporting process improvements aligned with ITIL best practices.

Your profile

• You have experience in Incident Management, Service Management, IT Operations, or a similar environment.
• You have a strong understanding of ITIL principles and IT Service Management processes, with knowledge of Continual Service Improvement practices.
• You have excellent practical experience working with ServiceNow.
• You are confident working with incident metrics, SLA management, ticket backlog analysis, service reporting, dashboards, and performance reviews.
• You demonstrate strong analytical, problem-solving, organizational, and coordination skills, with the ability to manage multiple priorities effectively.
• You communicate professionally and build strong relationships with stakeholders across international and distributed teams.
• You have experience working in enterprise or managed services environments and collaborating with German customers or within DACH projects.
• You are fluent in German (B2/C1) and English (B2/C1); an ITIL Foundation certification is an advantage.

What You'll Love About Working Here

• Well-being culture: medical care with Medicover, private life insurance, and Sports card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast "Let's talk about wellbeing" which you can listen to on Spotify.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube.

About Capgemini

Capgemini is the business transformation partner for enterprises in the age of AI. We help organizations imagine and build an intelligent, sustainable future, combining AI, technology and human ingenuity to transform how they operate, innovate and grow. With unique end-to-end capabilities spanning strategy, technology, engineering and intelligent operations, we bring together deep industry expertise and market-leading capabilities in AI, cloud and data to turn ambition into measurable business outcomes at scale. Supported by a robust ecosystem of partners and nearly 60 years of expertise, Capgemini is a responsible and diverse global organization of over 410,000 team members in more than 50 countries. The Group reported 2025 revenues of €22.5 billion.

Make it real | www.capgemini.com