SIAM Service Manager

Job Title:SIAM Service ManagerRole 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 clientSIAM will be owned by the client, and this role will operate within that framework.Key Responsibilities:1. Service Architecture and DesignDefine 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., ServiceNow).Set up end-to-end SLAs and OLAs, including reporting dashboards for performance tracking.2. Service TransitionLead 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 and ReportingOperate SIAM governance framework: Monthly service reviews with suppliers.SLA/KPI reporting and trend analysis.Risk and ..... full job details .....