Service Integration Manager - Banking

Operating within a formal Service Integration and Management (SIAM) function, you will be responsible for ensuring services are delivered seamlessly across multiple internal teams and strategic technology partners. You'll act as the single point of accountability for service integration, driving governance, performance, continual improvement and supplier collaboration to deliver consistent business outcomes.

The Role

As the Service Integration Manager, you will be responsible for managing the performance and integration of business-critical IT services delivered across multiple regions and suppliers. Working closely with technical teams, service owners and third-party providers, you will ensure services operate as a single, integrated capability rather than individual supplier contracts.

You'll champion service excellence through governance, performance management and continuous improvement while driving collaboration across complex stakeholder groups.

Key Responsibilities

Service Integration

• Own end-to-end service performance across assigned IT services.
• Act as the Service Integration lead, providing a single consolidated view of service health across all suppliers.
• Ensure clear ownership, accountability and governance throughout the service lifecycle.
• Support the transition of new services into operational support, validating supplier responsibilities and service acceptance criteria.

Supplier Management & Governance

• Lead cross-supplier collaboration and issue resolution.
• Chair regular service review meetings with internal teams and external partners.
• Challenge supplier performance against contractual obligations and agreed service levels.
• Escalate cross-functional risks, issues and service concerns where appropriate.
• Drive consistent governance standards across all service providers.

Service Performance

• Monitor service performance against agreed KPIs and SLAs.
• Analyse trends using operational metrics and management information.
• Lead continual service improvement initiatives across suppliers and technology teams.
• Promote outcome-focused and user experience-based service measurement.

Stakeholder Management

• Act as the primary point of contact for service integration across business and technology stakeholders.
• Build strong relationships with senior leaders, service owners and third-party providers.
• Provide clear reporting on service performance, risks and improvement plans.
• Influence stakeholders to achieve successful service outcomes without direct management authority.

Required Experience

• Proven experience working within a SIAM or Service Integration function.
• Strong background in IT Service Management within complex multi-supplier environments.
• Experience leading supplier governance, operational review meetings and service performance discussions.
• Ability to influence senior stakeholders across technology and business functions.
• Experience managing services across large-scale, global or regional organisations.
• Strong understanding of service governance, operational controls and performance management.
• Experience driving continual service improvement programmes.

Desirable Experience

• Experience operating within financial services or another highly regulated industry.
• Knowledge of outsourced service delivery models.
• Experience working across geographically distributed teams.
• Understanding of business service-oriented operating models.
• Experience using ServiceNow or similar IT Service Management platforms.

Skills & Qualifications

Essential

• ITIL v4 Foundation Certification.
• Excellent stakeholder management and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities within a complex enterprise environment.

Desirable

• SIAM Foundation or SIAM Practitioner certification.
• Experience with ServiceNow or equivalent ITSM tooling.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates