Service Integration Manager

Job description

SMBC: A trusted partner for the long term Here at SMBC Group, we want to help you find the next step in your career so read on to discover if this opportunity is the one for you. We like to recognise potential in our people, so we welcome your application even when your experience doesn’t perfectly align with the job description. Whilst we’ll always strive to be better, we’re proud of our inclusive culture, and encourage our applicants and colleagues to be their authentic, unique selves. Who we are United by a sense of purpose towards our customers – to be a trusted partner for the long-term – and our universal banking platform in EMEA, SMBC Group has an international growth agenda and award-winning products, meaning we provide exciting opportunities to work on a diverse range of projects and initiatives. We deliver a full suite of corporate finance products and solutions to our customers as well as investment banking and advisory services, and a range of innovative solutions in global capital markets. Read on to find out how you could enhance your skills and gain valuable experience, by joining us to support our clients transition to a sustainable future. Role Summary The Service Integration Manager is responsible for end-to-end service integration and performance management across a portfolio of IT services delivered by multiple suppliers and providers, ensuring consistent delivery, control and accountability across multiple suppliers and regions. Operating within a formal SIAM integration hub, the role will act as the single point of accountability for SIAM, leading the integration of multiple suppliers to deliver a unified service outcome. The anticipated salary range for this role is £80,000 - £120,000 with the final offer determined based on the candidate’s skills, experience, role scope, location, and relevant market factors. In addition to base salary, the role may be eligible for a discretionary incentive award and a competitive benefits package, including core benefits such as pension provision. Business Area SMBC Group EMEA operates within a complex, multi-region and multi-supplier IT delivery environment, delivering services across EMEA, the Americas and APAC through a combination of internal technology teams and intragroup service providers. As the organisation continues to strengthen its multi-region service delivery capability, there is a growing focus on establishing greater consistency, transparency and end-to-end accountability across business services, suppliers and regions. To support this objective, SMBC is implementing a Service Integration and Management (SIAM) operating model, creating a formalised service integration capability responsible for coordinating service performance, governance and control across the service landscape. This approach enables services to be managed as end-to-end business services, providing a single view of performance, accountability and service outcomes across internal teams and service providers. The role operates within a federated model, where governance and service priorities are jointly agreed across regions, while service integration capability, standards and control are led from this formalised function. Position Description End-to-End Service Integration Own end-to-end service performance across all suppliers Act as Service Integration owner for IT service(s) Provide a single, consolidated service view across regions and providers Ensure alignment of all parties to defined service outcomes and expectations Validate that service integration, support ownership, supplier accountabilities and reporting requirements are defined prior to service acceptance. Support the adoption of experience-based service measures and outcome-focused performance metrics Cross-Supplier Coordination & Control Lead cross-supplier coordination and issue resolution Drive integration across IT Suppliers Remove delivery silos and ensure services are managed end-to-end Ensure effective collaboration across suppliers for Service Performance & Accountability Hold suppliers and internal teams accountable for service performance Drive service improvement actions across multiple providers Escalate and manage cross-region and cross-supplier risks/issues Ensure a consistent approach to performance management and reporting Own service performance outcomes against agreed KPIs and service targets Review and challenge service performance data across suppliers Use KPI and MI trends to drive prioritisation and service improvement initiatives SIAM Governance & Integration Forums Lead service reviews for IT services, providing an integrated view of performance, risk, supplier delivery and improvement priorities Review and challenge supplier performance against agreed service obligations and commitments Drive governance decisions and escalation activities relating to IT services Ensure services operate in line with SIAM governance standards and frameworks Stakeholder & Supplier Engagement Acts as the authoritative integration point for IT services with: Ensure stakeholders receive a clear and consistent view of service performance Drives alignment across stakeholders and suppliers to achieve service outcomes Key Accountabilities Key Accountabilities Delivery of a single, integrated service view across regions and suppliers Effective cross-supplier coordination and escalation Driving service performance and continuous improvement Supporting the establishment and maturity of the SIAM integration capability Authority to challenge supplier and internal performance, drive corrective actions, and escalate issues where agreed service outcomes are not achieved. Adoption of outcome-focused and experience-based service measures across IT services Skills Experience Behaviours and Qualifications Skills & Experience Essential Experience in a SIAM or service integration operating model Strong experience in IT Service Management within a multi-supplier environment Strong stakeholder management at senior management and executive level Experience leading cross-supplier governance and service review forums Ability to influence suppliers and internal teams without direct authority Experience working across: multiple suppliers, complex delivery landscapes, regional/global teams Strong understanding of: service performance management, governance frameworks, escalation and control models Desirable Experience working across cross regional delivery models Exposure to supplier governance and outsourced service models Understanding of business service-oriented operating models Key Behaviours Operates with end-to-end accountability, not supplier or team bias Drives outcomes through influence and challenge, not hierarchy Focuses on service performance and control, not operational activity Able to align multiple stakeholders across regions and organisations Comfortable operating in complex, matrixed environments Comfortable operating with ambiguity and driving structure across complex organisational boundaries Qualifications Required: ITIL v4 Foundation SIAM Foundation or Practitioner Preferred: Experience with ServiceNow or equivalent ITSM tooling Experience operating within regulated financial services environments Competencies Customer Focus Driving Change Driving Results Embraces Diversity Enterprise Leadership Judgement and Decision Making Risk Management Strategic and Visionary Trust and Integrity What we offer For all the expertise and experience you bring to help us make a difference, it’s only sustainable if we support you to build your career and be your best self so we offer competitive company benefits, centred around promoting positive well-bring and work-life balance. We also believe in fostering a diverse and inclusive work environment, where all team members perspectives and contributions are valued. Initiatives in place which promote a diverse and inclusive culture and healthy work life balance include hybrid working, Sport & Social Clubs and Diversity and Inclusion networks. As an employee of SMBC you have access to a host of both useful and exciting benefit offerings. See below some of the benefits on offer to you: Hybrid and flexible working Competitive paid leave days Benefits to support your physical wellbeing, including private medical insurance and life and invalidity insurance Various policies to support your mental wellbeing, including a robust behavioural health network with counselling and coaching services Access a wide range of learning and development opportunities and career progression opportunities Ambitious remuneration package So, if you like a challenge and want to continuously grow and develop in a role where you will be supported along the way by a dynamic and diverse team, apply today!! We recognise our role as a bank to support social change and welcome all applications, including those from groups often under-represented in financial services. We value the uniqueness of professional and personal, backgrounds and perspectives as they play a vital role in continuing the sustainable growth of our organisation. We’ll ensure reasonable adjustments to our recruitment process are offered due to a disability or long-term condition whenever requested. We are committed to transparent and equitable pay practices. Compensation is determined using objective criteria, including skills, experience, and role responsibilities, and applied consistently throughout our recruitment processes. We do not request candidates' pay history and are committed to preventing unjustified pay disparities.