SIAM Network Manager

Jefferson Frank; Remote; GBP 75,000 - 90,000; Full time

Job summary

A leading tech consulting firm is seeking a SIAM Service Manager to design and implement a robust service architecture across multiple suppliers while ensuring seamless ITIL integration. The ideal candidate will possess strong experience in SIAM frameworks and ITIL v4. Role responsibilities include leading service transitions, governance reviews, and driving continual service improvements. This is a fully remote position starting in January/February with an IR35 inside designation. Competitive compensation package offered.

Qualifications

• Strong experience in SIAM and multi-supplier environments.
• Expertise in ITIL v4 and ITSM platforms (ServiceNow preferred).
• Proven ability to design service architecture, ticket flows, and SLA frameworks.

Responsibilities

• Define and implement service architecture for integrated services.
• Establish ITIL-aligned processes using client standard documentation.
• Lead onboarding of new environments into support.
• Operate SIAM governance framework and review monthly services.
• Develop CSIP plans to enhance customer experience.

Skills

SIAM experience

ITIL v4 expertise

Stakeholder management

ServiceNow knowledge

Tools

ServiceNow

Job description

Job Title

SIAM Service Manager

Role Purpose

Design and implement a robust service architecture across a multi-supplier, ensuring seamless integration of ITIL processes, ticket flows, and end-to-end SLAs. This role drives governance, service transition, and continual improvement while maintaining operational excellence.

The support scope will cover L3 and L4 resolver groups. L1 and L2 are out of scope.

• This role will develop architecture for L3 and L4 and define alignment with L1 and L2 managed by MoD.
• ITSM tool configuration is out of scope for the client
• SIAM will be owned by the client, and this role will operate within that framework.

Key Responsibilities

1. Service Architecture & Design
   • Define and implement service architecture for integrated services.
   • Establish ITIL-aligned processes (Incident, Problem, Change, Release, Configuration, Request Fulfilment) using client standard ITIL documentation adapted for Deeams requirements.
   • Design ticket flows across suppliers and ensure integration with ITSM tools (e.g., ServiceNow).
   • Set up end-to-end SLAs and OLAs, including reporting dashboards for performance tracking.
2. Service Transition
   • Lead onboarding of new environments into support, including operational readiness checks, runbook creation, and supplier alignment workshops.
   • Coordinate testing and acceptance for new or changed services.
3. Governance & Reporting
   • Operate SIAM governance framework.
   • Monthly service reviews with suppliers.
   • SLA/KPI reporting and trend analysis.
   • Risk and compliance audits.
   • Maintain escalation paths and RACI matrices.
4. Continual Service Improvement (CSIP)
   • Develop CSIP plans to optimise processes, improve SLA adherence, and enhance customer experience.
   • Drive automation and efficiency improvements across ITSM workflows.
5. Stakeholder & Supplier Management
   • Act as the central point of contact for service integration issues.
   • Provide clear reporting to senior leadership on service health and improvement initiatives.

Required Skills

• Strong experience in SIAM and multi-supplier environments.
• Expertise in ITIL v4 and ITSM platforms (ServiceNow preferred).
• Proven ability to design service architecture, ticket flows, and SLA frameworks.
• Excellent governance, reporting, and stakeholder management skills.

Desirable

• Cloud infrastructure knowledge (AWS, OpenShift).
• Familiarity with secure/government environments.
• Experience in contract and commercial management

Fully Remote

Inside IR35

January/February Start Date

Please send me your CV if you're interested