Inverness SIAM Service Request Analyst

About the job you’re considering

The SIAM Service Request Analyst is accountable for coordinating and supporting the end-to-end Service Request Management process across a complex multi-supplier environment. The role is outcome-focused, ensuring that service requests are managed efficiently, fulfilled within agreed service levels, and aligned to business requirements and customer expectations. The Service Request Analyst will work closely with suppliers and internal teams to oversee request fulfilment activities, monitor performance, and ensure compliance with agreed processes, standards, and service commitments. Through effective coordination, supplier engagement, performance monitoring, and continual improvement, the role contributes to enhanced end-user experience, improved operational efficiency, increased service quality, 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.

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

• Coordinate and support the end-to-end Service Request Management process across a multi-supplier service environment, ensuring requests are fulfilled efficiently and within agreed service levels.
• Work closely with suppliers, service teams, and business stakeholders to manage the lifecycle of service requests, ensuring effective prioritisation, fulfilment, communication, and closure.
• Monitor service request performance, identifying trends, bottlenecks, risks, and opportunities to improve fulfilment times, service quality, and customer experience.
• Ensure suppliers comply with agreed request management processes, service levels, and performance commitments, escalating issues where required to support successful outcomes.
• Produce and analyse service request reports, dashboards, and management information, providing insights to support operational governance and decision-making.
• Support service reviews and governance forums by providing performance data, highlighting areas for improvement, and tracking actions to drive better service outcomes across the SIAM ecosystem.
• Contribute to continual improvement initiatives by identifying opportunities to optimise request fulfilment processes, increase automation, and enhance the end-user experience.

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 Service Request Management, Service Management, Service Desk, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and the management of service requests across multiple suppliers and service towers.
• Knowledge of ITSM best practices, including Request Management, Incident Management, Service Level Management, and Supplier Management, with a good understanding of ITIL frameworks.
• Experience monitoring service request performance, analysing trends, producing management information, and identifying opportunities to improve service quality and customer experience.
• Strong analytical, organisational, and problem-solving skills, with the ability to manage competing priorities and ensure requests are fulfilled within agreed service levels.
• Excellent stakeholder management and communication skills, with the ability to collaborate effectively with suppliers, technical teams, business stakeholders, and end users to deliver positive service outcomes.

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 of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• 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

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.
 
 
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).

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 | www.capgemini.com