Incident Manager (with German)

Capgemini is a global business transformation partner specializing in AI, technology, engineering, and intelligent operations. It employs over 410,000 people in more than 50 countries and reported revenues of €22.5 billion in 2025.

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

• 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.