Service Integration Manager
London, LND, GB, EC2M 2AT
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.
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
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.