Driving service excellence: My journey leading SIAM at UKSBS
Overview
Pete Swann has found leading Service Integration and Management (SIAM) at UKSBS to be one of the most fulfilling experiences of his career. In this case study, he shares what the team does, how they create real impact, and why the role continues to inspire him every day.
For those unfamiliar with the term, SIAM (Service Integration and Management) is our approach to coordinating multiple service providers and integrating them to deliver unified, end-to-end services. In my role, I'm essentially ensuring that all our providers and internal teams work in harmony to support our clients with reliable, consistent service delivery.
Each morning starts early for me – I'm either logged on by 7am or standing on the train platform heading into Swindon. These early starts give me the quiet time needed to plan effectively before the day's activities kick into full gear.
The daily balancing act
What I love about my role is the variety. On any given day, I might be involved with Release Management, Finance, Testing, or Supplier Management. It certainly keeps me on my toes! Working in a smaller public sector organisation like UKSBS presents unique challenges – we're constantly translating complex technical requirements into practical, deliverable outcomes that meet statutory obligations, often with limited resources and tight deadlines.
One of my key responsibilities is building and maintaining strong relationships with our suppliers and stakeholders. This diplomatic element is crucial – ensuring service quality remains high even when budgets are under pressure requires constant communication and negotiation.
Seeing the transformation happen
The most fulfilling aspect of my role is witnessing how effective SIAM transforms our operational capability. There's a special kind of satisfaction when services that once operated independently begin to work in sync to support our HR, Payroll, Finance, Procurement, and CSI (Common Infrastructure Services). The impact is immediate and meaningful – both for our staff and the clients we serve.
I take particular pride in supporting my team. We may not have the scale of larger departments, but our collective agility allows us to implement changes quickly and see the benefits ripple across the organisation. Helping individuals build the versatile skills needed to thrive in this fast-paced environment is something I'm passionate about.
Work-life balance: My secret weapon
The flexible nature of our work allows me to maintain a healthy work-life balance. After work, I instruct Circuits and Kettlebell classes every Tuesday, some Thursdays, and now weekends too. Helping people progress on their fitness journey is incredibly rewarding, and I see strong parallels with the workplace – supporting colleagues as they grow in their roles brings me similar satisfaction.
This balance keeps me energised and brings fresh perspectives to my work. I firmly believe that happy, well-rounded professionals make better leaders and more effective team members.
Join our journey
This isn't just a job – it's an opportunity to make a real difference in how public sector services are delivered. At UKSBS, you'll be part of a team that values agility, embraces challenges, and celebrates the tangible impacts of our work. No two days are ever the same, but the satisfaction of seeing effective service integration in action makes every challenge worthwhile.