 Jefferson Frank.png)
Network Architect
Posted 4 days ago by 1765371889
Negotiable
Inside
Remote
England, London, City of London
Summary: The SIAM Service Manager role is focused on designing and implementing a robust service architecture across multiple suppliers, ensuring seamless integration of ITIL processes and end-to-end SLAs. The position requires deep expertise in multi-vendor service architecture and involves governance, service transition, and continual improvement. The role will primarily support L3 and L4 resolver groups while maintaining operational excellence. Candidates must possess current SC and BPSS clearance to be considered for this position.
Key Responsibilities:
- Define and implement service architecture for integrated services.
- Establish ITIL-aligned processes (Incident, Problem, Change, Release, Configuration, Request Fulfilment) using client standard ITIL documentation adapted for Deeams requirements.
- Design ticket flows across suppliers and ensure integration with ITSM tools (e.g., ServiceNow).
- 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, including monthly service reviews with suppliers, SLA/KPI reporting, and trend analysis.
- 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.
- Provide clear reporting to senior leadership on service health and improvement initiatives.
Key Skills:
- Strong experience in SIAM and multi-supplier 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.
- Cloud infrastructure knowledge (AWS, OpenShift) is desirable.
- Familiarity with secure/government environments is desirable.
- Experience in contract and commercial management is desirable.
Salary (Rate): undetermined
City: London
Country: England
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
Job description
Role: SIAM Service Manager
MUST have current SC and BPSS (any that have lapsed will not be considered)
Deep expertise in multi-vendor service architecture is also a MUST HAVE
Role Purpose:
Design 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.
Key Responsibilities:
1. Service Architecture & Design
* Define and implement service architecture for integrated services.
* Establish ITIL-aligned processes (Incident, Problem, Change, Release, Configuration, Request Fulfilment) using client standard ITIL documentation adapted for Deeams requirements.
* Design ticket flows across suppliers and ensure integration with ITSM tools (e.g., ServiceNow).
* Set up end-to-end SLAs and OLAs, including reporting dashboards for performance tracking.
2. 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.
3. 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.
4. 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.
5. Stakeholder & Supplier Management
* Act as the central point of contact for service integration issues.
* Provide clear reporting to senior leadership on service health and improvement initiatives.
Required Skills:
* Strong experience in SIAM and multi-supplier 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
6 months contract
January/February Start Date
Please send me your CV if you're interested
MUST have current SC and BPSS (any that have lapsed will not be considered)
Deep expertise in multi-vendor service architecture is also a MUST HAVE
Role Purpose:
Design 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.
Key Responsibilities:
1. Service Architecture & Design
* Define and implement service architecture for integrated services.
* Establish ITIL-aligned processes (Incident, Problem, Change, Release, Configuration, Request Fulfilment) using client standard ITIL documentation adapted for Deeams requirements.
* Design ticket flows across suppliers and ensure integration with ITSM tools (e.g., ServiceNow).
* Set up end-to-end SLAs and OLAs, including reporting dashboards for performance tracking.
2. 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.
3. 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.
4. 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.
5. Stakeholder & Supplier Management
* Act as the central point of contact for service integration issues.
* Provide clear reporting to senior leadership on service health and improvement initiatives.
Required Skills:
* Strong experience in SIAM and multi-supplier 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
6 months contract
January/February Start Date
Please send me your CV if you're interested