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.
