This role is critical in enabling the transition from a reactive incident management approach to a proactive, insight-driven problem management model, ensuring long-term resolution of underlying issues and improved service performance.
ResponsibilitiesKey Responsibilities
Problem Management Ownership
• Lead and own the end-to-end Problem Management lifecycle (identification → RCA → fix → closure)
• Conduct and govern Root Cause Analysis (RCA) for major and recurring incidents
• Drive permanent resolution of underlying issues, reducing incident recurrence
Service Stability & Continuous Improvement
• Perform trend analysis to identify recurring issues and systemic improvements
• Drive initiatives that improve service reliability, resilience, and performance
• Manage and prioritize the problem backlog and remediation pipeline
Governance & Delivery Oversight
• Ensure strong governance of fix delivery, including validation and effectiveness tracking
• Work closely with internal teams and vendors to ensure accountability for resolution
• Support a lean operating model by improving efficiency through structured processes
Multi-Vendor Collaboration
• Operate within a multi-vendor environment, ensuring alignment across partners
• Drive collaborative resolution of complex cross-domain issues
• Ensure effective communication and coordination across all stakeholders
Reporting & Executive Visibility
• Provide data-driven insights and reporting to senior leadership (CIO / SteerCo level)
• Prepare monthly and quarterly performance reports including risks, trends, and improvement actions
• Support decision-making with actionable insights
Why This Role Matters
• Enables reduction in recurring incidents and operational disruptions
• Strengthens governance and visibility of root causes
• Improves vendor accountability and service quality
• Contributes to business continuity and revenue protection through stable IT services
What We Are Looking For
Strong experience in ITIL Problem Management / IT Service Management
Proven track record in RCA, major incident analysis, and service improvement initiatives
Experience working in complex, multi-vendor IT environments
Strong analytical mindset with ability to derive actionable insights from data
Excellent communication skills for stakeholder engagement at all levels
Proactive, structured, and results-driven professional
What You Bring
- A passion for moving organizations from reactive firefighting to proactive problem prevention
- Ability to influence stakeholders and drive sustainable improvements
- Strong ownership mindset with focus on outcomes and service stability
Our Offer
At Canon EMEA, you will be part of a dynamic and evolving IT organization, working at the heart of business-critical services, with opportunities to:
- Drive real impact on service performance and business continuity
- Collaborate across international teams and leading technology partners
- Contribute to innovation and operational transformation initiatives
Canon Core Behaviours
• Drive for results
• Focus on the Customer
• Take ownership and accountability
• Act as a team player
• Shows courage and conviction
• People orientated
• Caring for self and others
Job Family : IT Development
Grade : 13
Skills Required
- Define, document, implement and monitor ITSM processes (Event, Incident, Problem, Change, Configuration, transition, service level, supplier management, continual service improvement).
- Manage Problem Management lifecycle including root cause analysis, fix delivery, validation and RCA meetings.
- Implement and maintain reporting on processes and requests, define KPIs and service level reporting; support CIO reporting.
- Coordinate supplier management activities including SLAs, service improvement plans and review meetings.
- Maintain and manage Configuration Items and service catalogue, ensuring CI lifecycle processes are established and up-to-date.
- Run process maturity assessments and create improvement activities to achieve defined maturity targets.
- Identify, implement and assist with ITSM tooling improvements and introduce AI tooling for ticket analysis and shift-left initiatives.
- Collaborate with Service Desk, local and central teams across 1st, 2nd and 3rd line support and with Quality Management and IT compliance.
- Define and monitor incident volume, backlog and KPI-driven improvement activities with tower managers including suppliers.
- Communicate effectively across a multi-vendor environment and run regular internal/external problem management meetings.
Canon Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Canon Inc. and has not been reviewed or approved by Canon Inc..
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Healthcare Strength — Health coverage spans comprehensive medical, dental, and vision options in the U.S., alongside added support via a dedicated health insurance society in Japan. Wellbeing resources and personal health consultant access are also highlighted within certain plans.
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Retirement Support — Retirement programs include a 401(k) with company match in the U.S. and corporate pension arrangements in Japan. Disclosures describe both defined-benefit and defined-contribution elements that supplement national systems.
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Parental & Family Support — Family-support policies in Japan extend childcare leave, caregiver leave, and reduced-hour schedules beyond legal minimums. Several group companies have earned government accreditation for family-friendly practices and promote active paid-leave usage.
Canon Inc. Insights
What We Do
Canon Inc., headquartered in Tokyo, Japan, is a leader in the fields of professional and consumer imaging equipment, industrial equipment and information systems. Canon’s extensive range of products includes production printers, multifunction office systems, inkjet and laser printers, cameras, video and cinematography equipment, network cameras, medical systems and semiconductor-manufacturing equipment. Originally established in 1937 as Precision Optical Industry, Co., Ltd., a camera manufacturer, Canon has successfully diversified and globalized to become a worldwide industry leader in professional and consumer imaging systems and solutions. With approximately 180,000 employees worldwide, the Canon Group includes manufacturing and marketing subsidiaries in Japan, the Americas, Europe, Asia and Oceania; and a global R&D network with companies based in the United States, Europe, Asia and Australia. Visit the Canon Inc. website at: global.canon
