Business Application IT Process/Problem Manager

At Canon EMEA, 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.

Job Description

Key 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

Qualifications

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