Siam Service Request Lead

About the job you’re considering

The SIAM Service Request Lead is accountable for leading and governing the end-to-end Service Request Management process across a complex multi-supplier environment. The role is responsible for ensuring that service requests are managed effectively, fulfilled within agreed service levels, and aligned with business priorities, customer expectations, and organisational objectives.

Working collaboratively with suppliers, service integrators, and internal stakeholders, the Service Request Lead provides oversight of request fulfilment activities, drives process adherence, and ensures consistent delivery of high-quality services across the service ecosystem. The role is responsible for monitoring and reporting on performance, managing supplier accountability, identifying risks and opportunities, and implementing improvements to enhance efficiency and effectiveness.

Through strong governance, stakeholder engagement, supplier performance management, and continual service improvement, the Service Request Lead ensures the delivery of a seamless and customer-focused request fulfilment service. The role contributes to an improved end-user experience, enhanced operational performance, increased service quality, and the delivery of measurable business value across the organisation.

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

Lead and govern the end-to-end Service Request Management process across a complex multi-supplier environment.

Ensure service requests are fulfilled within agreed service levels and aligned to business priorities, customer expectations, and organisational objectives.

Provide oversight of request fulfilment activities, driving process compliance, consistency, and service quality across all suppliers and support teams.

Manage supplier performance and accountability, using reporting, metrics, and service reviews to identify risks, trends, and improvement opportunities.

Collaborate with internal stakeholders, service providers, and customers to resolve issues, improve service outcomes, and enhance the end-user experience.

Drive continual service improvement initiatives that increase operational efficiency, strengthen service performance, and deliver measurable business value.

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 leading Service Request Management, Service Management, or Service Integration within complex multi-supplier IT environments, with accountability for delivering service outcomes and driving performance.

Strong understanding of SIAM principles, supplier governance, and service integration, with experience managing and coordinating service request activities across multiple suppliers and service towers.

Good knowledge of ITSM best practices and ITIL frameworks, including Request Management, Incident Management, Service Level Management, Continual Improvement, and Supplier Management.

Experience developing and analysing service performance metrics, dashboards, and management information, using data-driven…