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Capgemini · Inverness, Scotland, United Kingdom
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.
Your role:
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.
Your skills and experience
Experience in Service Reporting, Service Level Management, Service Management, or 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.
Declare they have a disability, and
Meet the minimum essential criteria for the role.
Please opt in during the application process.
Your security clearance and pre-employment checks
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)
To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.
To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.
Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.
Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.
Make it real – what does it mean for you?
Flexibility to work your way
You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.
Your wellbeing
You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.
To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.
Shape your path
You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.
Shared energy
You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.
Why should you consider Capgemini?
Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion. Make it real |
Details
| Company | Capgemini |
| Location | Inverness, Scotland, United Kingdom |
| Type | FULL TIME |
| Niche | finance |