About this role
Contract type: Permanent Hiring manager: Victoria Taylor Recruiter: Felicity Ruddock Grade: C-1 Location: Edinburgh Working style: Hybrid 50% home/office based Job Summary As a Service Integration and Management (SIAM) Manager at Royal London, you’ll unite technology teams and suppliers to deliver reliable services and better customer experiences. Within our Service Integration & Governance team, you’ll own end-to-end outcomes for your assigned services, using governance, constructive challenge and collaboration to strengthen performance, operational resilience and service quality.
About the role
- Manage SIAM activity across assigned technology services, bringing internal teams and third-party suppliers together to deliver agreed service outcomes.
- Monitor Service Level Agreements (SLAs), Experience Level Agreements (XLAs) and performance trends, driving action to improve service quality and customer experience.
- Coordinate supplier and service governance forums, tracking contractual commitments, risks, controls and improvement actions, and escalating concerns appropriately.
- Resolve cross-supplier dependencies, disputes and service issues through clear ownership, effective coordination and constructive challenge.
- Build strong business relationships and support Business Service Reviews, using customer and colleague feedback to shape service priorities and continual improvement.
- Support service strategy and operational resilience through effective governance, auditable decisions and oversight of outsourced services.
- Provide agreed out-of-hours on-call support for Major Incident Management, coordinating teams and suppliers to restore service and reduce business impact.
About you
- Experience working in complex multi-supplier technology environments, with strong supplier governance and relationship management skills.
- A strong understanding of ITIL Service Management, SIAM and service governance models, including COBIT.
- Experience monitoring SLAs, XLAs and customer experience measures, turning performance data and feedback into service improvement plans.
- Strong working knowledge of ServiceNow or an equivalent IT service management platform.
- An understanding of operational resilience, risk and controls, alongside experience of Major Incident Management.
- Confident communication and facilitation skills, with the ability to influence, collaborate and constructively challenge across organisational boundaries.
- A proactive, customer-focused approach, with sound judgement when coordinating governance forums, managing risks and escalating service issues.
Even if you don't meet every single requirement, we encourage you to apply.
We are dedicated to building a diverse and inclusive workplace, and your unique experiences and perspectives could be a great addition to our team. About Royal London We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services. Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.
We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. Inclusion, diversity and belonging We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.