Major Incident and Problem Manager

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Capgemini is seeking an experienced Service Management and SIAM Major Incident Manager to oversee critical IT operations in a multi vendor environment from Sydney. You will lead end-to-end resolution of P1 and P2 incidents, act as the single contact during crises, drive cross vendor collaboration, host incident bridge calls, and provide updates while ensuring SLA/OLA adherence and driving post incident reviews and root-cause actions. The role covers ITIL-based service management across Incident, Problem, Change, Request and Knowledge within a SIAM framework, including governance forums and escalations. Ideal candidates have 6-12 years in service management, SIAM and MIM, strong ITIL knowledge, MSP/SIAM experience, and familiarity with ServiceNow, Remedy, or Jira; cloud exposure and regulated industry experience are a plus. Capgemini offers hybrid work, a culture of learning, and clear career growth; apply by tailoring your CV to show incident leadership, RCA outcomes, stakeholder management, and relevant certifications.

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

We are seeking an experienced Service Management & SIAM – Major Incident Manager (MIM) to oversee critical IT service operations across a multi‑vendor ecosystem. The ideal candidate is a strong communicator and problem‑solver who excels at restoring services quickly, driving accountability across service providers, and safeguarding business continuity.

This role is central to ensuring operational excellence, rapid incident recovery, and seamless integration across our SIAM governance model.

Key Responsibilities

Major Incident Management (MIM)

• Lead and coordinate resolution of P1 & P2 Major Incidents end‑to‑end.
• Act as the single point of contact during critical incidents, ensuring rapid service restoration.
• Drive real-time collaboration across internal teams and multiple suppliers to minimize business impact.
• Host incident bridge calls, document timelines, and provide executive-level updates.
• Ensure accurate and timely communication to stakeholders at all levels.

Service Management

• Govern service performance across ITIL practices—Incident, Problem, Change, Request, and Knowledge Management.
• Ensure adherence to SLAs/OLAs and validate supplier performance against contractual commitments.
• Analyze trends and lead continuous service improvement initiatives.
• Oversee post‑incident reviews, drive root cause analysis (RCA), and track corrective actions to closure.

IAM (Service Integration & Management)

• Operate within a SIAM multi‑vendor environment, driving collaboration and integrated service delivery.
• Ensure suppliers follow standardized processes, data integrity, and service governance models.
• Manage escalations between suppliers and facilitate conflict resolution.
• Lead or participate in SIAM governance forums (operational, tactical, and strategic).

Your Profile

Skills & Qualifications

Required

• 6–12 years experience in Service Management, SIAM, and Major Incident/Problem Management.
• Strong knowledge of ITIL V3/V4 frameworks.
• Proven ability to lead high-pressure, time‑critical incident situations.
• Hands-on experience working in a multi-service provider (MSP) or SIAM model.
• Excellent communication, stakeholder management, and negotiation skills.
• Ability to interpret technical issues and articulate them for a business audience.

Preferred

• ITIL Foundation/Intermediate certification.
• Experience with tools such as ServiceNow, Remedy, Jira Service Management, or similar ITSM platforms.
• Exposure to cloud environments (Azure / AWS / GCP).
• Experience in regulated or high‑availability industries (Banking, Telecom, Healthcare, Retail).

What you’ll love about working here 

• You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
• We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’. 

Apply today!  

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 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