Team Leader

About the job you’re considering

The SIAM Incident Management Team Leader is accountable for leading the Incident Management function within a complex multi-supplier environment, ensuring the effective coordination, governance, and resolution of incidents across integrated service providers. The role is responsible for providing day-to-day leadership, guidance, and development for the Incident Management team while driving a consistent and outcome-focused approach to incident management.

The Team Leader oversees the end-to-end management of major, high-priority, and business-critical incidents, ensuring timely service restoration, minimising business impact, and maintaining effective communication with stakeholders at all levels. Through strong supplier governance, service integration, and cross-functional collaboration, the role ensures that all suppliers fulfil their incident management obligations, comply with agreed processes, and achieve contractual service performance targets.

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).

Your role

The SIAM Incident Management Team Leader is responsible for monitoring team performance, identifying trends and recurring issues, and driving continual service improvement initiatives that enhance service stability, operational resilience, and the end-user experience. By fostering a culture of accountability, collaboration, and continuous improvement, the role delivers measurable business value and supports the successful delivery of integrated services across the organisation.

• Lead and develop the SIAM Incident Management team, providing operational direction, coaching, and oversight to ensure effective incident management across a multi-supplier environment.
• Oversee the end-to-end Incident Management process, ensuring incidents are prioritised, coordinated, and resolved within agreed service levels to minimise business impact and service disruption.
• Direct the management of Major Incidents, leading cross-functional and supplier response activities to restore services quickly while maintaining clear communication with stakeholders and senior leadership.
• Manage relationships with internal teams and suppliers, ensuring accountability, adherence to agreed processes, contractual obligations, and performance expectations within the SIAM operating model.
• Monitor incident performance, service trends, and recurring issues, using management information and reporting to identify risks, drive continual improvement, and enhance service stability.
• Lead post-incident reviews and governance activities, ensuring lessons learned, corrective actions, and service improvement initiatives are implemented to strengthen operational resilience and customer experience.

You can bring your whole self to work. At Capgemini, striving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.

Your skills and experience

• Proven experience leading Incident Management or Major Incident Management teams within complex IT service environments, with responsibility for service restoration, operational performance, and team development.
• Strong understanding of SIAM principles, supplier governance, and the management of incident processes across multiple service providers, support teams, and technology towers.
• Demonstrable experience coordinating and leading Major Incidents, managing escalations, and driving effective cross-functional collaboration to minimise business impact and restore services quickly.
• Good knowledge of IT Service Management (ITSM) practices, including Incident, Problem, Change, Service Level, and Supplier Management, supported by a strong understanding of ITIL frameworks and best practice.
• Experience analysing incident trends, service performance metrics, and operational data to identify risks, improve service stability, and drive continual service improvement initiatives.
• Excellent leadership, communication, stakeholder management, and problem-solving skills, with the ability to influence suppliers, engage effectively with technical and business teams, and communicate confidently with senior stakeholders.

We are a Disability Confident Employer

Capgemini is proud to be a  Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.
   

Please opt in during the application process.

Your security clearance and pre-employment checks

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.

To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.

Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

Make it real – what does it mean for you?

Flexibility to work your way
You will be encouraged to have a positive work-life balance.  Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.  All UK employees are eligible to request flexible working arrangements.

Your wellbeing
You’d be joining an accredited Great Place to work for Wellbeing in 2023. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Shape your path
You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

Shared energy
You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.

Why should you consider Capgemini?

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask.  When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts.  We find new ways technology can help us reimagine what’s possible.  It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future.  By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations 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. The Group reported 2025 global revenues of €22.5 billion. Make it real | www.capgemini.com