Service Management Problem Manager with German

Capgemini; Katowice; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Capgemini Polska is seeking a Problem Manager to drive identification, analysis and resolution of recurring issues across IT services. You will investigate root causes, develop preventive measures and collaborate with incident and change processes to ensure continuous service improvement.

The role requires strong analytical and communication skills, ITIL knowledge and fluency in English and German (C1). A hybrid work model is available, with onboarding and ongoing professional development

Qualifications

• Bachelor's degree in IT, CS, or business.
• Proven experience in problem management or ITSM.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Familiarity with ITIL and ITIL Foundation Certification.
• English and German (C1) required.

Responsibilities

• Identify and document recurring issues, incidents, or anomalies affecting service quality.
• Conduct root-cause analysis to determine underlying problems.
• Prioritize problems by impact and potential benefits of resolution.
• Develop action plans, coordinating with teams and stakeholders.
• Establish preventive measures to minimize recurrence of problems.
• Maintain records of problems, analyses, and resolutions; provide reports to management.
• Collaborate with incident/change ITSM processes for coordinated resolution.
• Identify opportunities to improve service quality, efficiency, and stability.
• Share insights to enhance team problem-solving capabilities.

Skills

Problem management

Root cause analysis

ITIL frameworks

Stakeholder comms

Analytical skills

Team collaboration

Education

Bachelor's degree in IT/CS/business

Tools

ITSM tools

Documentation tools

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d 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

A Problem Manager is responsible for the identification, analysis, and resolution of recurring issuesand problems within an organization's systems, services, or processes. This role involves investigating the root causes of problems, developing preventive measures, and ensuring that service quality is continuously improved.

Your tasks

• Collaborate with various teams to identify and document recurring issues, incidents, oranomalies that affect service quality or business operations.
• Conduct thorough root cause analysis to determine the underlying reasons for recurringproblems, ensuring a deep understanding of the issues.
• Prioritize problems based on their impact on the organization and the potential benefits ofresolution.
• Develop and implement action plans to address identified problems, including coordinating withrelevant teams and stakeholders.
• Proactively establish preventive measures to eliminate or minimize the recurrence of problems,ensuring long-term solutions.
• Maintain detailed records of problems, root cause analysis, and resolution efforts. Provideregular reports to management and stakeholders.
• Collaborate with incident management, change management, and other ITSM (IT ServiceManagement) processes to ensure coordinated problem resolution efforts.
• Identify opportunities for improving service quality, efficiency, and stability, and drive initiativesto implement these improvements.
• Share insights and knowledge with relevant teams to enhance their problem-solving capabilitiesand prevent similar issues in the future.
• Develop and provide training and awareness programs for employees and team members onproblem management best practices.

Your profile

• Bachelor's degree in a relevant field (such as IT, computer science, or business).
• Proven experience in problem management or a related role within IT service management.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Familiarity with IT service management frameworks, such as ITIL (Information TechnologyInfrastructure Library).
• ITIL Foundation Certification.
• English and German language (Level C1) is a must have.

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 an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations 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 over 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.