Hybrid SIAM Service Request Specialist

Capgemini; Manchester; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Capgemini is seeking an SIAM Service Request Analyst in the United Kingdom to coordinate end-to-end service request management across a multi-supplier environment. You will ensure requests are fulfilled efficiently within agreed service levels and align with business requirements and customer expectations.

You will work with suppliers and internal teams to monitor performance, support governance forums, and drive continual improvements, with a hybrid working arrangement across Capgemini offices,

Qualifications

• Experience in Service Request Management, Service Management, Service Desk, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and the management of service requests across multiple suppliers and service towers.
• Knowledge of ITSM best practices, including Request Management, Incident Management, Service Level Management, and Supplier Management, with a good understanding of ITIL frameworks.
• Experience monitoring service request performance, analysing trends, producing management information, and identifying opportunities to improve service quality and customer experience.
• Strong analytical, organisational, and problem-solving skills, with the ability to manage competing priorities and ensure requests are fulfilled within agreed service levels.
• Excellent stakeholder management and communication skills, with the ability to collaborate effectively with suppliers, technical teams, business stakeholders, and end users to deliver positive service outcomes.

Responsibilities

• Coordinate and support the end-to-end Service Request Management process across a multi-supplier service environment, ensuring requests are fulfilled efficiently and within agreed service levels.
• Work closely with suppliers, service teams, and business stakeholders to manage the lifecycle of service requests, ensuring effective prioritisation, fulfilment, communication, and closure.
• Monitor service request performance, identifying trends, bottlenecks, risks, and opportunities to improve fulfilment times, service quality, and customer experience.
• Ensure suppliers comply with agreed request management processes, service levels, and performance commitments, escalating issues where required to support successful outcomes.
• Produce and analyse service request reports, dashboards, and management information, providing insights to support operational governance and decision-making.
• Support service reviews and governance forums by providing performance data, highlighting areas for improvement, and tracking actions to drive better service outcomes across the SIAM ecosystem.
• Contribute to continual improvement initiatives by identifying opportunities to optimise request fulfilment processes, increase automation, and enhance the end-user experience.

Skills

Service Request Management

SIAM principles

ITIL

Supplier governance

Stakeholder management

ITSM

Job description

Capgemini is seeking an SIAM Service Request Analyst in the United Kingdom to coordinate end-to-end service request management across a multi-supplier environment. You will ensure requests are fulfilled efficiently within agreed service levels and align with business requirements and customer expectations.

You will work with suppliers and internal teams to monitor performance, support governance forums, and drive continual improvements, with a hybrid working arrangement across Capgemini offices,