SIAM Service Performance & SLAs Analyst

Capgemini; Manchester; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Hybrid working

Flexible working arrangements

Wellbeing programs

Learning and development opportunities

Job summary

Capgemini is seeking a Service Reporting and Service Level Analyst to govern and improve performance reporting across a multi-supplier environment. You will collaborate with suppliers and internal teams to ensure accurate measurement against SLAs and KPIs, delivering insights for leadership and governance forums.

The role focuses on data analysis, reporting quality, and continual service improvement to enhance customer outcomes and efficiency within a hybrid-capable UK framework.

Qualifications

• Experience in Service Reporting, Service Level Management, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and measurement of service performance across multiple suppliers.
• Knowledge of ITSM best practices, including Service Level, Incident, Problem, Change, and Supplier Management, with ITIL familiarity.

Responsibilities

• Support end-to-end Service Reporting and Service Level Management across a multi-supplier environment, ensuring targets are met.
• Produce, validate, analyse reports, dashboards, and management information with actionable insights for stakeholders.
• Monitor supplier performance against SLAs, KPIs, OLAs, and service commitments, identifying risks and improvement opportunities.
• Collaborate with suppliers and internal teams to investigate performance issues and drive improvement actions.
• Prepare data for governance meetings and provide evidence-based recommendations to improve outcomes.
• Ensure reporting standards and data quality across the SIAM ecosystem.
• Contribute to continual improvement of reporting and customer experience.

Skills

Service Reporting

Service Level Management

SIAM principles

ITIL frameworks

Analytical skills

Stakeholder management

Job description

Capgemini is seeking a Service Reporting and Service Level Analyst to govern and improve performance reporting across a multi-supplier environment. You will collaborate with suppliers and internal teams to ensure accurate measurement against SLAs and KPIs, delivering insights for leadership and governance forums.

The role focuses on data analysis, reporting quality, and continual service improvement to enhance customer outcomes and efficiency within a hybrid-capable UK framework.