SC and NPPV cleared Service Integration SME (x2 seats)

CONTRACTOR MUST HOLD SC & NPPV3 CLEARANCE

Role Title: Service Integration SME (x2 seats)

Location: Remote (very rare travel asks may emerge - London and Manchester) | 98% remote

Duration: 30/06/2027

MUST BE PAYE THROUGH UMBRELLA

Role Description:

The Service Integration SME will play a pivotal role in a major organisational transformation programme delivering a unified Target Operating Model (TOM) across multiple business units, organisations, and user communities. The role will be responsible for designing, embedding, and governing service integration capabilities that enable diverse end-user groups to transition successfully onto the client's platforms, processes, governance frameworks, and operating model. Working across business, technology, service management, and supplier ecosystems, the Service Integration SME will ensure that services are integrated effectively, operational readiness is achieved, and transformation outcomes are realised.

Key Responsibilities
Service Integration & Operating Model Design
Support the design, implementation, and evolution of the TOM.
Define service integration principles, standards, processes, and governance structures.
Ensure alignment between business capabilities, processes, tech platforms, and service delivery models.
ID/resolve service gaps, overlaps, and organisational dependencies.

Transformation Delivery
Act as the SI Subject Matter Expert within the wider transformation programme.
Support transition and migration activities as orgs move to the new operating model.
Contribute to transformation planning, mobilisation, and implementation activities.
Expert advice on org change impacts relating to service delivery and operational support.

Process and Service Management
Effective integration of Incident, Problem, Change, Release, Service Request processes.
Establish clear service ownership, accountability models, and process interfaces.
Support the development and implementation of SLAs, OLAs and KPIs.

Stakeholder Engagement
Support org adoption through effective communication and engagement activities.
Supplier and Ecosystem Integration
Work across internal teams and external suppliers to ensure seamless service delivery.
Define and govern supplier operating models, responsibilities, and service interfaces.
Ensure effective collaboration within multi-vendor and SIAM-type environments.

Service Readiness and Assurance
Develop and execute service readiness assessments.
Define operational acceptance criteria and transition requirements.
Produce support models, processes, docs, tooling, training, and governance structures.
Identify and manage service-related risks, issues, and dependencies.
Governance and Continuous Improvement
Establish monitoring/reporting mechanisms to measure service integration effectiveness.
Ability to analyse complex orgs and service landscapes and develop pragmatic solutions.
Provide recommendations to improve service quality, operational efficiency, and UX.

Essential Skills & Experience
Experience in Service Integration, Service Management, or Service Transition roles within large-scale transformation programmes.
Experience delivering organisational transformation.
Experience operating within complex, multi-supplier environments.
Proven ability to align disparate organisations, business units, or user communities to common processes and operating models.
Strong understanding of operational readiness and transition management.
Excellent stakeholder management and communication skills.