SIAM Service Request Analyst

About the job you’re considering

The SIAM Service Request Analyst is accountable for coordinating and supporting the end-to-end Service Request Management process across a complex multi-supplier environment. The role is outcome-focused, ensuring that service requests are managed efficiently, fulfilled within agreed service levels, and aligned to business requirements and customer expectations. The Service Request Analyst will work closely with suppliers and internal teams to oversee request fulfilment activities, monitor performance, and ensure compliance with agreed processes, standards, and service commitments.

Through effective coordination, supplier engagement, performance monitoring, and continual improvement, the role contributes to enhanced end-user experience, improved operational efficiency, increased service quality, and the delivery of measurable business value.

Hybrid working:
The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)

Coordinate and support the end-to-end Service Request Management process across a multi-supplier service environment, ensuring requests are fulfilled efficiently and within agreed service levels. Work closely with suppliers, service teams, and business stakeholders to manage the lifecycle of service requests, ensuring effective prioritisation, fulfilment, communication, and closure. Monitor service request performance, identifying trends, bottlenecks, risks, and opportunities to improve fulfilment times, service quality, and customer experience.

Ensure suppliers comply with agreed request management processes, service levels, and performance commitments, escalating issues where required to support successful outcomes. Produce and analyse service request reports, dashboards, and management information, providing insights to support operational governance and decision-making. Support service reviews and governance forums by providing performance data, highlighting areas for improvement, and tracking actions to drive better service outcomes across the SIAM ecosystem.

Contribute to continual improvement initiatives by identifying opportunities to optimise request fulfilment processes, increase automation, and enhance the end-user experience.

Experience in Service Request Management, Service Management, Service Desk, or Service Integration within complex multi-supplier IT environments. Strong understanding of SIAM principles, supplier governance, and the management of service requests across multiple suppliers and service towers. Knowledge of ITSM best practices, including Request Management, Incident Management, Service Level Management, and Supplier Management, with a good understanding of ITIL frameworks. Experience monitoring service request performance, analysing trends, producing management information, and identifying opportunities to improve service quality and customer experience.

Strong analytical, organisational, and problem-solving skills, with the ability to manage competing priorities and ensure requests are fulfilled within agreed service levels. Excellent stakeholder management and communication skills, with the ability to collaborate effectively with suppliers, technical teams, business stakeholders, and end users to deliver positive service outcomes.

Capgemini is proud to be a Disability Confident Employer (Level
2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:
Declare they have a disability, andMeet the minimum essential criteria for the role.

Please opt in during the application process.

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last5 years, along with other criteria and requirements. Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.

Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process. If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status,…