Design and implement integrated service architecture across a multi-supplier environment. Lead service transition, governance, and continual improvement. Drive service delivery and ensure ITIL processes align across all suppliers.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
Job Title: Deeams SIAM Service Manager
Fully Remote - Based In The UK
Active SC Clearance Required
6 months contract - Onside IR35
If you enjoy bringing order to complex supplier ecosystems and making multi-party service delivery run smoothly, this role should keep you nicely entertained. We’re looking for a SIAM specialist to design, build, and steer a robust service architecture across a multi-supplier environment.
This role sits within a client-owned SIAM framework and focuses on L3 and L4 resolver groups. L1 and L2 support will remain with separate team, so you’ll be shaping the upper tiers of the support model and defining how everything aligns cohesively across the stack.
Role Purpose
You’ll lead the design and implementation of an integrated service architecture, ensuring ITIL processes, ticket flows, and SLAs connect seamlessly across all suppliers. You’ll also drive service transition, governance, and continual improvement while keeping operations sharp and reliable.
Key Responsibilities
Service Architecture and Design
• Define and implement the service architecture across all integrated services
• Establish ITIL-aligned processes using standard documentation tailored for Deeams
• Design ticket flows between suppliers and ensure alignment with ITSM tooling such as ServiceNow
• Set up and maintain end-to-end SLAs and OLAs, including reporting dashboards
Service Transition
• Lead onboarding for new environments entering support
• Conduct operational readiness checks and develop runbooks
• Facilitate supplier workshops, service testing, and acceptance activities
Governance and Reporting
• Operate the SIAM governance framework, including regular multi-supplier service reviews
• Produce SLA and KPI reporting with trend analysis
• Manage risk assessments, compliance checks, escalation routes, and RACI documentation
Continual Service Improvement
• Work alongside the SRE service to define and manage CSIP initiatives
• Drive improvements in process efficiency, SLA performance, and customer experience
• Promote automation opportunities across ITSM workflows
Stakeholder and Supplier Management
• Act as the central point of contact for cross-supplier service integration
• Enable collaboration between all third-party suppliers and internal teams
• Provide clear reporting to senior leadership on service health and improvement progress
Required Skills
• Strong background in SIAM and multi-supplier service delivery
• Solid understanding of ITIL v4 and ITSM platforms, ideally ServiceNow
• Proven experience designing service architecture, ticket flows, and SLA frameworks
• Excellent governance, reporting, and stakeholder engagement skills
Desirable
• Knowledge of cloud platforms such as AWS or Openshift
• Experience within secure or government environments
• Understanding of contract and commercial management