SIAM Service Reporting and Service Level Analyst

About the job you’re considering

The SIAM Service Reporting and Service Level Analyst is accountable for supporting and governing service performance reporting and service level management across a complex multi-supplier environment. The role is outcome-focused, ensuring that service performance, supplier achievement, and contractual service levels are accurately measured, analysed, and reported to support effective decision-making and continual service improvement. The Service Reporting and Service Level Analyst will provide oversight of service metrics, reporting frameworks, and performance data, working collaboratively with suppliers and internal stakeholders to drive transparency, accountability, and service excellence.

Through effective governance, data analysis, stakeholder engagement, and continual improvement, the role contributes to enhanced service performance, improved customer experience, increased operational efficiency, 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.

• Support the end-to-end Service Reporting and Service Level Management (SLM) processes across a multi-supplier service environment, ensuring service performance is accurately measured, monitored, and reported against agreed targets and contractual obligations.
• Produce, validate, and analyse service performance reports, dashboards, and management information, providing meaningful insights to operational teams, stakeholders, and governance forums.
• Monitor supplier performance against SLAs, KPIs, OLAs, and service commitments, identifying trends, risks, service breaches, and opportunities for improvement.
• Work collaboratively with suppliers, Service Integration teams, and business stakeholders to investigate performance issues, challenge results, and drive improvement actions where targets are not achieved.
• Support service reviews and governance meetings by preparing performance data, presenting service insights, and providing evidence‑based recommendations to improve service outcomes.
• Ensure reporting standards, data quality, and performance measurement processes are maintained, delivering accurate and consistent information across the SIAM ecosystem.
• Contribute to continual improvement initiatives by identifying opportunities to enhance reporting, service level management processes, supplier performance, and the overall customer experience.

You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.

• Experience in Service Reporting, Service Level Management, Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and the measurement and management of service performance across multiple suppliers and service towers.
• Knowledge of ITSM best practices, including Service Level, Incident, Problem, Change, and Supplier Management, with a good understanding of ITIL frameworks.
• Experience producing, analysing, and presenting service performance reports, dashboards, SLAs, KPIs, and management information for operational and business stakeholders.
• Strong analytical skills with the ability to identify performance trends, service risks, improvement opportunities, and drive data‑led decision‑making.
• Excellent stakeholder management and communication skills, with the ability to collaborate effectively with suppliers, service teams, and senior leaders to improve service performance and customer outcomes.

Capgemini is proud to be aDisability 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…