Siam Service Request Lead

Capgemini; Manchester; Hybride; GBP 75 000 - 110 000; Plein temps

Résumé du poste

Capgemini is recruiting a SIAM Service Request Lead to govern end-to-end Service Request Management across a complex multi-supplier environment. You will ensure requests are fulfilled within defined service levels while aligning to business priorities and customer expectations.

You will monitor supplier performance, drive process improvements, and collaborate with stakeholders to deliver measurable business value and improved end-user experience in a hybrid-capable UK environment.

Qualifications

• Experience leading Service Request Management, Service Management, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and service integration, with experience managing and coordinating service request activities across multiple suppliers and service towers.
• Good knowledge of ITSM best practices and ITIL frameworks, including Request Management, Incident Management, Service Level Management, Continual Improvement, and Supplier Management.
• Experience developing and analysing service performance metrics, dashboards, and management information, using data-driven insights to identify trends, manage risks, and drive service improvements.
• Strong leadership, stakeholder management, and communication skills, with the ability to influence suppliers, challenge underperformance, and build effective relationships across technical, operational, and business teams.
• Excellent analytical, organisational, and problem-solving skills, with a proven ability to manage competing priorities, drive continual improvement initiatives, and enhance customer experience and business value.

Responsabilités

• Lead and govern the end-to-end Service Request Management process across a complex multi-supplier environment.
• Ensure service requests are fulfilled within agreed service levels and aligned to business priorities, customer expectations, and organisational objectives.
• Provide oversight of request fulfilment activities, driving process compliance, consistency, and service quality across all suppliers and support teams.
• Manage supplier performance and accountability, using reporting, metrics, and service reviews to identify risks, trends, and improvement opportunities.
• Collaborate with internal stakeholders, service providers, and customers to resolve issues, improve service outcomes, and enhance the end-user experience.
• Drive continual service improvement initiatives that increase operational efficiency, strengthen service performance, and deliver measurable business value.

Connaissances

SIAM principles

Supplier governance

Service Management

Stakeholder management

Data-driven insights

Leadership

Description du poste

The SIAM Service Request Lead is accountable for leading and governing the end-to-end Service Request Management process across a complex multi-supplier environment. The role is responsible for ensuring that service requests are managed effectively, fulfilled within agreed service levels, and aligned with business priorities, customer expectations, and organisational objectives.

Working collaboratively with suppliers, service integrators, and internal stakeholders, the Service Request Lead provides oversight of request fulfilment activities, drives process adherence, and ensures consistent delivery of high-quality services across the service ecosystem. The role is responsible for monitoring and reporting on performance, managing supplier accountability, identifying risks and opportunities, and implementing improvements to enhance efficiency and effectiveness.

Through strong governance, stakeholder engagement, supplier performance management, and continual service improvement, the Service Request Lead ensures the delivery of a seamless and customer-focused request fulfilment service. The role contributes to an improved end-user experience, enhanced operational performance, increased service quality, and the delivery of measurable business value across the organisation.

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)

Your role

• Lead and govern the end-to-end Service Request Management process across a complex multi-supplier environment.
• Ensure service requests are fulfilled within agreed service levels and aligned to business priorities, customer expectations, and organisational objectives.
• Provide oversight of request fulfilment activities, driving process compliance, consistency, and service quality across all suppliers and support teams.
• Manage supplier performance and accountability, using reporting, metrics, and service reviews to identify risks, trends, and improvement opportunities.
• Collaborate with internal stakeholders, service providers, and customers to resolve issues, improve service outcomes, and enhance the end-user experience.
• Drive continual service improvement initiatives that increase operational efficiency, strengthen service performance, and deliver measurable business value.

You can bring your whole self to work. At Capgemini, striving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.

Your skills and experience

• Experience leading Service Request Management, Service Management, or Service Integration within complex multi-supplier IT environments, with accountability for delivering service outcomes and driving performance.
• Strong understanding of SIAM principles, supplier governance, and service integration, with experience managing and coordinating service request activities across multiple suppliers and service towers.
• Good knowledge of ITSM best practices and ITIL frameworks, including Request Management, Incident Management, Service Level Management, Continual Improvement, and Supplier Management.
• Experience developing and analysing service performance metrics, dashboards, and management information, using data-driven insights to identify trends, manage risks, and drive service improvements.
• Strong leadership, stakeholder management, and communication skills, with the ability to influence suppliers, challenge underperformance, and build effective relationships across technical, operational, and business teams.
• Excellent analytical, organisational, and problem-solving skills, with a proven ability to manage competing priorities, drive continual improvement initiatives, and enhance customer experience and business value.

We are a Disability Confident Employer

Capgemini is proud to be a under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.

Please opt in during the application process.

Your security clearance and pre-employment checks

To be successfully appointed to this role, it is a requirement to obtain .
To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.
If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).

Make it real – what does it mean for you?

Flexibility to work your way

You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

Your wellbeing

You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Shape your path

You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

Shared energy

You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.

Why should you consider Capgemini?

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.