SIAM Service Manager

Jefferson Frank; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading IT service management company in the UK is seeking a SIAM Service Manager to design and implement service architecture across a multi-supplier environment. This role requires strong experience in SIAM, expertise in ITIL v4, and proven skills in governance and stakeholder management. The role is fully remote, within the IR35 framework, and is expected to start in January or February. Candidates interested in this opportunity are encouraged to send their CVs.

Qualifications

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

Responsibilities

• Define and implement service architecture for integrated services.
• Lead onboarding of new environments into support.
• Operate SIAM governance framework with monthly reviews.
• Develop CSIP plans to optimise processes and enhance customer experience.
• Serve as central contact for service integration issues.

Skills

SIAM and multi-supplier environments

ITIL v4

ITSM platforms (ServiceNow preferred)

Service architecture design

Governance and reporting

Stakeholder management

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 IBM 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.
   • Facilitate collaboration between Nordcloud, SixWorks, Cohesive, IBM, and internal teams.
   • 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