SIAM Network Manager

Tenth Revolution Group; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading consultancy firm is seeking an experienced SIAM Service Manager to design and implement service architecture across a multi-supplier environment. This role will ensure seamless integration of ITIL processes and manage stakeholder relationships while driving governance and continual improvement. Required skills include strong SIAM experience and expertise in ITIL v4, with familiarity in ITSM platforms like ServiceNow. This position offers fully remote work and is inside IR35.

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 ITIL documentation.
• Design ticket flows across suppliers and ensure integration with ITSM tools.
• Lead onboarding of new environments into support.
• Coordinate testing and acceptance for new or changed services.

Skills

Strong experience in SIAM and multi-supplier environments

Expertise in ITIL v4 and ITSM platforms

Ability to design service architecture and ticket flows

Excellent governance and stakeholder management skills

Tools

ServiceNow

Job description

Job Title: SIAM Service Manager

Design and implement a robust service architecture across a multi‑supplier environment, 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