Service Integration Manager

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.

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 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

A trusted partner for the long term 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, we deliver a full suite of corporate finance products and solutions to our customers, including corporate, structured and trade finance, leveraged finance, loan market and treasury products. We can also provide investment banking and advisory services and a range of innovative solutions in global capital markets. Find out more about what we do and who we are at https://www.smbcgroup.com/emea/careers