Consultant

Job Title:

SIAM Process Consultant –Request, Catalogue, Knowledge and Event Management

Area:

UK

Location:

KGS

SFIA Skill:

Request, Catalogue, Knowledge and Event Management

SFIA Level:

4

 

Ensuring service requests are handled efficiently, coordinating fulfilment processes, and improving request workflows.

Maintaining an accurate service catalogue, ensuring consistency in service descriptions, and supporting service availability.

Managing knowledge assets, ensuring accessibility, and promoting knowledge-sharing practices.

Monitoring and responding to events, analysing trends, and implementing improvements to event-handling processes.

 

 

Role Description

As part of the Enterprise Wide Technology (EWT) capability, which provisions and manages all the technology used by the UK firm, the SIAM function within Service Operations ensures that all supporting service management practices are followed, continuously improved, and aligned to deliver seamless integration between KPMG and its vendors/suppliers.

The Service Management Consultant supports the SIAM function with a focus on the following ITIL-aligned practices: Service Catalogue Management, Request Management, Knowledge Management, and Event Management. This role is part of the KGS SIAM function and will work closely with internal teams and third-party service providers to ensure high-quality service delivery, process adherence, and continuous improvement.

This is a junior-level role ideal for individuals early in their Service Management careers with a solid understanding of ITIL principles and a strong interest in process improvement and governance.

 

Core SIAM Responsibilities

• Support the SIAM Lead in the execution and ongoing improvement of assigned service management practices.
• Work collaboratively with stakeholders across the Technology Organisation to ensure effective integration and consistent application of ITIL-based processes.
• Assist in monitoring performance across SIAM processes, identify gaps, and contribute to continual service improvement efforts.
• Provide process governance support including compliance tracking, reporting, and vendor performance reviews.
• Analyse data across catalogue, request, knowledge, and event domains to support insight-driven improvements.
• Participate in workshops, reviews, and audits to support the maturity and alignment of ITSM practices.
• Support coordination across service providers to ensure end-to-end service quality, user satisfaction, and efficient process execution.

 

Functional Responsibilities

Service Catalogue Management

• Assist in maintaining the Service Catalogue to ensure it accurately reflects current, approved business services.
• Collaborate with service owners and providers to onboard, update, or retire services within the catalogue.
• Help ensure that the catalogue content is clear, user-friendly, and aligned to business needs and service offerings.

Request Management

• Monitor and support the end-to-end lifecycle of user service requests to ensure timely and accurate fulfilment.
• Collaborate with resolver groups and suppliers to drive adherence to agreed service levels and response times.
• Track request performance and contribute to process reviews and service improvement initiatives.

Knowledge Management

• Assist in the maintenance of the Knowledge Base, ensuring information is current, accurate, and accessible.
• Work with content owners and service teams to validate and update articles based on feedback and incident/request trends.
• Promote knowledge reuse to reduce repeat incidents and support first-time resolution.

Event Management

• Support monitoring and analysis of events from IT infrastructure and applications to identify issues proactively.
• Help ensure events are correctly classified and escalated in line with agreed thresholds.
• Assist in refining event correlation rules and dashboards to support improved response and availability management.

 

Skills, Experience & Qualifications

• ITIL v4 Foundation certification is required; SIAM Foundation is advantageous.
• 1–3 years’ experience in an IT Service Management or Operations role, ideally within a multi-supplier environment.
• Exposure to one or more of the following practices: Service Catalogue, Request Fulfilment, Knowledge, or Event Management.
• Strong communication skills, with the ability to liaise effectively between technical and non-technical stakeholders.
• Analytical mindset with attention to detail and a proactive approach to identifying process inefficiencies.
• Basic familiarity with service management tools (e.g., ServiceNow, BMC Remedy) and reporting platforms.
• Demonstrable enthusiasm for service improvement and process maturity initiatives.

 

Skills, Experience & Qualifications:

• SIAM foundation & ITIL V4 Foundation certification is required.
• Experience in managed service preferred.
• Professional degree with 4+ years related IT experience.
• 3 years of Service Integration and Management experience.
• Excellent understanding of ITIL and Service Management principles.
• An ability to converse with both technical and non-technical staff in a way that inspires confidence in your ability is also critical. As an intermediary function between technical / non-technical and junior / senior staff, it is your roles to ensure that everyone is working at optimal levels. 
• Experience of process creation, optimisation, and documentation.
• Experience of working with multiple suppliers in line with a stringent delivery framework, including the management of poor performance remediation. 
• Has a broad knowledge and understanding of IT concepts and architectures, coupled with proven experience of successfully managing incidents and problems
• Has general awareness of the nature of business-critical incidents, and of their implications for the business