SIAM Service Request Specialist

Capgemini; Manchester; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Capgemini in the United Kingdom is seeking a SIAM Service Request Analyst to coordinate and support the end-to-end Service Request Management process across a complex multi-supplier environment. The role focuses on delivering requests efficiently within agreed service levels while aligning to business requirements and customer expectations.

You will monitor performance, work with suppliers and internal teams, drive continuous improvement, and provide reports to governance forums.

Qualifications

• Experience coordinating end-to-end service requests in multi-supplier IT environments.
• Strong knowledge of SIAM, supplier governance, and service request lifecycles.
• Ability to analyse performance data and produce actionable insights.

Responsibilities

• Coordinate and support the end-to-end Service Request Management process across a multi-supplier service environment, ensuring requests are fulfilled efficiently and within agreed service levels.
• Work closely with suppliers, service teams, and business stakeholders to manage the lifecycle of service requests, ensuring effective prioritisation, fulfilment, communication, and closure.
• Monitor service request performance, identifying trends, bottlenecks, risks, and opportunities to improve fulfilment times, service quality, and customer experience.
• Ensure suppliers comply with agreed request management processes, service levels, and performance commitments, escalating issues where required to support successful outcomes.
• Produce and analyse service request reports, dashboards, and management information, providing insights to support operational governance and decision-making.
• Support service reviews and governance forums by providing performance data, highlighting areas for improvement, and tracking actions to drive better service outcomes across the SIAM ecosystem.
• Contribute to continual improvement initiatives by identifying opportunities to optimise request fulfilment processes, increase automation, and enhance the end-user experience.

Skills

Service Request Mgmt

SIAM Principles

ITIL Familiarity

Supplier Governance

Stakeholder Mgmt

Analytics & Reporting

Job description

Capgemini in the United Kingdom is seeking a SIAM Service Request Analyst to coordinate and support the end-to-end Service Request Management process across a complex multi-supplier environment. The role focuses on delivering requests efficiently within agreed service levels while aligning to business requirements and customer expectations.

You will monitor performance, work with suppliers and internal teams, drive continuous improvement, and provide reports to governance forums.