More jobs:
Network Architect
Job in
City Of London, Central London, Greater London, England, UK
Listed on 2026-01-11
Listing for:
Jefferson Frank
Full Time
position Listed on 2026-01-11
Job specializations:
-
IT/Tech
IT Project Manager, IT Support, Systems Analyst, IT Consultant
Job Description & How to Apply Below
SIAM Service Manager
Role PurposeDesign 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.
- 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., Service Now).
- Set up end-to-end SLAs and OLAs, including reporting dashboards for performance tracking.
- 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.
- 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.
- Develop CSIP plans to optimise processes, improve SLA adherence, and enhance customer experience.
- Drive automation and efficiency improvements across ITSM workflows.
- Act as the central point of contact for service integration issues.
- Facilitate collaboration between Nordcloud, Six Works, Cohesive, IBM, and internal teams.
- Provide clear reporting to senior leadership on service health and improvement initiatives.
- Strong experience in SIAM and multi-supplier environments.
- Expertise in ITIL v4 and ITSM platforms (Service Now preferred).
- Proven ability to design service architecture, ticket flows, and SLA frameworks.
- Excellent governance, reporting, and stakeholder management skills.
- Cloud infrastructure knowledge (AWS, Open Shift).
- Familiarity with secure/government environments.
- Experience in contract and commercial management
Please send me your CV if you're interested
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