Duty Manager- Incident Shift Lead in Highland

This job is with Capgemini, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

As an OOH Shift Lead, you will provide leadership, governance and operational control across the Out of Hours service, ensuring the shift operates with clear ownership, disciplined execution and effective management oversight. The role is accountable for maintaining service stability, leading Major Incident Management activity, managing operational risk and ensuring all events, incidents, escalations and handovers are controlled in line with agreed service management processes.

You will act as the shift authority for operational decision-making, coordinating Senior and Junior Out of Hours Analysts, technical resolver teams, suppliers and stakeholders to ensure activity is prioritised, progressed and governed effectively. The role carries management responsibility for the Out of Hours analyst team on shift, including work allocation, performance oversight, coaching, process adherence and associated operational responsibilities.

This role is based onsite 5 days a week in Inverness and you will be required to work the following shift pattern: 4 nights on, 4 nights off, 4 days on, 4 days off.

Your role:

• Lead the Out of Hours shift, ensuring operational activity is prioritised, controlled and delivered in line with agreed service management processes, procedures and service levels.
• Provide oversight of live events, incidents, escalations and service risks, making operational decisions and ensuring appropriate action is taken to protect service stability.
• Lead Major Incident Management activity during Out of Hours periods, coordinating technical teams, suppliers and stakeholders to support effective service restoration and communication.
• Manage and support Out of Hours Analysts on shift, allocating work, balancing priorities, providing coaching and maintaining high standards of service delivery and process adherence.
• Oversee monitoring, event management and escalation activities, ensuring risks, service impacts and operational issues are identified, managed and handed over effectively between shifts.
• Contribute to governance, reporting and continual improvement activities by identifying trends, risks and opportunities to enhance operational performance and service quality.

Your skills and experience:

• Experience in a Shift Lead, Team Lead, Major Incident, Service Desk, Technical Operations or similar operational leadership role.
• Strong knowledge of IT service management principles, including Major Incident Management, Incident Management, Event Management and escalation processes.
• Experience leading and developing teams, allocating work, managing priorities and maintaining operational control in a live service environment.
• Ability to assess risk, impact and priority, make sound decisions and remain effective under pressure during service-impacting events.
• Excellent communication and stakeholder management skills, with the ability to provide clear updates, briefings, reports and handovers.
• Strong analytical and problem-solving skills, combined with good knowledge of operational tools, ticketing systems, monitoring platforms and Microsoft Office applications.

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.

Your security clearance and pre-employment checks:

• 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).
• 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.

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 as a critical component for us to achieve our organisational ambitions.

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.

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.

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.