SIAM Continual Service Improvement; CSI) Analyst

Position: SIAM Continual Service Improvement (CSI) Analyst
About the job you’re considering

The SIAM Continual Service Improvement (CSI) Analyst will be accountable for identifying, governing, and driving continual service improvement initiatives across a multi-supplier environment. The role is outcome-focused, ensuring services, processes, and supplier performance are continually optimised to meet evolving business requirements while enhancing the end-user experience, increasing operational efficiency, and delivering measurable business value through effective supplier management, collaboration, and data-driven insights.

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)

Your role

Own the end-to-end Continual Service Improvement (CSI) process across a multi-supplier environment, ensuring improvement activities are aligned to business objectives, service performance targets, and measurable business outcomes.

Identify, assess, prioritise, and track service improvement opportunities across services, suppliers, processes, and operating models, managing associated risks, dependencies, and barriers.

Work with suppliers, Service Integration, Service Management, and operational teams to develop, deliver, and monitor improvement plans that enhance service quality, performance, and end-user experience.

Analyse service performance, customer experience, and operational data to identify trends, risks, recurring challenges, and opportunities for continual improvement.

Coordinate CSI reviews, service reviews, supplier discussions, governance activities, and cross-functional collaboration forums to drive service optimisation and accountability.

Produce improvement reporting, dashboards, insights, recommendations, and evidence-based improvement initiatives to support operational, governance, and strategic decision-making.

You can bring your whole self to work. At Capgemini, striving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.

Your skills and experience

Experience in Continual Service Improvement (CSI), Service Management, Service Governance, or Service Integration within complex multi-supplier IT environments.

Strong understanding of SIAM principles, ITSM practices, and ITIL frameworks, particularly Continual Improvement, Incident, Problem, Change, Service Level, and Supplier Management.

Experience identifying, prioritising, managing, and delivering service improvement initiatives, improvement plans, and benefits realisation activities.

Ability to analyse service performance data, trends, metrics, customer feedback, risks, and dependencies to identify improvement opportunities and deliver measurable business benefits.

Experience producing service reports, improvement roadmaps, management information, and facilitating service reviews, improvement workshops, and cross-functional collaboration forums.

Strong stakeholder management, supplier engagement, analytical, organisational, problem-solving, and communication skills, with the ability to influence and challenge constructively.

We are a Disability Confident Employer Capgemini is proud to be a Disability Confident Employer (Level
2) under the UK Government’s Disability Confident scheme. As part…