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For Companies At a Glance
- Tasks: Design and implement service architecture for seamless IT integration across multiple suppliers.
- Company: Join a leading tech firm focused on operational excellence and innovation.
- Benefits: Fully remote work, competitive salary, and opportunities for professional growth.
- Why this job: Be at the forefront of IT service management and drive real change in a dynamic environment.
- Qualifications: Strong experience in SIAM, ITIL v4, and multi-supplier environments required.
- Other info: Ideal for those looking to make an impact in a fully remote role.
The predicted salary is between 48000 - 72000 Ā£ per year.
Role Purpose
Design and implement a robust service architecture across a multiāsupplier, ensuring seamless integration of ITIL processes, ticket flows, and endātoāend 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.
Key Responsibilities
- Service Architecture & Design
- Define and implement service architecture for integrated services.
- Establish ITILāaligned 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 endātoāend SLAs and OLAs, including reporting dashboards for performance tracking.
- 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.
- 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.
- 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.
- 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 multiāsupplier 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 are interested.
SIAM Service Manager in London employer: Jefferson Frank
Contact Detail:
Jefferson Frank Recruiting Team
StudySmarter Expert Advice š¤«
We think this is how you could land SIAM Service Manager in London
āØTip Number 1
Network like a pro! Reach out to folks in the industry, attend webinars, and join relevant groups. You never know who might have the inside scoop on a job opening or can put in a good word for you.
āØTip Number 2
Prepare for interviews by researching the company and its culture. Tailor your responses to show how your experience aligns with their needs, especially around service architecture and ITIL processes. We want to see that you can hit the ground running!
āØTip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. Focus on articulating your experience with multi-supplier environments and governance frameworks clearly and confidently.
āØTip Number 4
Donāt forget to apply through our website! Itās the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace SIAM Service Manager in London
Some tips for your application š«”
Tailor Your CV: Make sure your CV is tailored to the SIAM Service Manager role. Highlight your experience with service architecture, ITIL processes, and multi-supplier environments. We want to see how your skills align with what we're looking for!
Showcase Your Achievements: Donāt just list your responsibilities; showcase your achievements! Use metrics where possible to demonstrate how youāve improved SLAs or streamlined processes in previous roles. This helps us see the impact you've made.
Be Clear and Concise: When writing your application, keep it clear and concise. Avoid jargon unless it's relevant to the role. We appreciate straightforward communication that gets to the point without fluff!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures youāre considered for the role. Plus, itās super easy!
How to prepare for a job interview at Jefferson Frank
āØKnow Your ITIL Inside Out
Make sure you brush up on your ITIL v4 knowledge. Since the role heavily relies on ITIL processes, be prepared to discuss how you've implemented these in past roles. Have specific examples ready that showcase your expertise in incident, problem, and change management.
āØDemonstrate Service Architecture Skills
Be ready to talk about your experience in designing service architecture. Think of a project where you defined ticket flows or set up SLAs. Highlight how you ensured seamless integration across suppliers and what challenges you faced during the process.
āØShowcase Governance and Reporting Experience
Governance is key in this role, so come prepared with examples of how you've operated within a governance framework. Discuss any monthly service reviews you've led and how you reported on SLAs and KPIs. This will show your ability to maintain oversight and drive improvements.
āØEngage with Stakeholder Management
Since you'll be the central point of contact for service integration issues, think about how you've facilitated collaboration between different teams in the past. Be ready to share how you managed stakeholder expectations and resolved conflicts, as this will demonstrate your communication skills.
