Job Summary

• The SIAM Lead – is accountable for Service Integration & Management Tower along with Governance for the management of Service Providers performance against the contracted and agreed service levels.
• Must understand the overall setup of IT Services and roles played by various Service Providers
• Must understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOW
• Build the SIAM Target Operating Model, align roles, interfaces with the relating functions
• Analyse, understand and continuously manage interdependencies within the Service Providers for smooth Operations
• Establish and maintain strong, productive and collaborative relationships with the Service Providers
• Understand business drivers, customer strategy and act as a face of the customer to the Service Providers
• Handle Dispute Management & Escalation Management to ensure smooth Operations
• Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation
• Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements
• Setup required Governance to ensure process & operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, Quarterly
• Regular review of CSAT, SLAs, OLAs and underpinning contracts; ensure regular monitoring of SLAs & intervention if SLAs are endangered
• Convenes the board with representatives of relevant processes, services, operations management and the customer
• Reviews and agree current performance levels and trends
• Ensure Process Compliance, Adherence & Maintenance of Service Management Process & Tools
• Govern the Continual Service Improvement in conjunction with customers strategy and drive it across Service Providers. Track & Report CSIs across Providers
• Leads the SIAM Tower and drives its efficiency and effectiveness . Mentors SIAM team, defines and coordinates day-to-day responsibilities of service management staff
• Maintains relationship with Service Provider & Customer Management
• Provides subject matter expertise and leadership in service management

Skills, Knowledge and Experience

• Candidate who has worked as Operations or Service Delivery Manager will be preferred
• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
• Coordination, negotiation, and persuasion skills
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills
• Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
• Ability to organize, delegate, and leverage resources to accomplish objectives
• Supervisory skills and the ability to leverage support from other parts of the organization
• Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level.
• Demonstrate a very high level of political and business awareness; acutely aware of organisational sensitivities.
• Program/project management skills and experience advantageous

Key Responsibilities

• The SIAM Lead – is accountable for Service Integration & Management Tower along with Governance for the management of Service Providers performance against the contracted and agreed service levels.
• Must understand the overall setup of IT Services and roles played by various Service Providers
• Must understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOW
• Build the SIAM Target Operating Model, align roles, interfaces with the relating functions
• Analyse, understand and continuously manage interdependencies within the Service Providers for smooth Operations
• Establish and maintain strong, productive and collaborative relationships with the Service Providers
• Understand business drivers, customer strategy and act as a face of the customer to the Service Providers
• Handle Dispute Management & Escalation Management to ensure smooth Operations
• Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation
• Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements
• Setup required Governance to ensure process & operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, Quarterly
• Regular review of CSAT, SLAs, OLAs and underpinning contracts; ensure regular monitoring of SLAs & intervention if SLAs are endangered
• Convenes the board with representatives of relevant processes, services, operations management and the customer
• Reviews and agree current performance levels and trends
• Ensure Process Compliance, Adherence & Maintenance of Service Management Process & Tools
• Govern the Continual Service Improvement in conjunction with customers strategy and drive it across Service Providers. Track & Report CSIs across Providers
• Leads the SIAM Tower and drives its efficiency and effectiveness . Mentors SIAM team, defines and coordinates day-to-day responsibilities of service management staff
• Maintains relationship with Service Provider & Customer Management
• Provides subject matter expertise and leadership in service management

Skills, Knowledge and Experience

• Candidate who has worked as Operations or Service Delivery Manager will be preferred
• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
• Coordination, negotiation, and persuasion skills
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills
• Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
• Ability to organize, delegate, and leverage resources to accomplish objectives
• Supervisory skills and the ability to leverage support from other parts of the organization
• Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level.
• Demonstrate a very high level of political and business awareness; acutely aware of organisational sensitivities.
• Program/project management skills and experience advantageous

Skill Requirements

• The SIAM Lead – is accountable for Service Integration & Management Tower along with Governance for the management of Service Providers performance against the contracted and agreed service levels.
• Must understand the overall setup of IT Services and roles played by various Service Providers
• Must understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOW
• Build the SIAM Target Operating Model, align roles, interfaces with the relating functions
• Analyse, understand and continuously manage interdependencies within the Service Providers for smooth Operations
• Establish and maintain strong, productive and collaborative relationships with the Service Providers
• Understand business drivers, customer strategy and act as a face of the customer to the Service Providers
• Handle Dispute Management & Escalation Management to ensure smooth Operations
• Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation
• Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements
• Setup required Governance to ensure process & operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, Quarterly
• Regular review of CSAT, SLAs, OLAs and underpinning contracts; ensure regular monitoring of SLAs & intervention if SLAs are endangered
• Convenes the board with representatives of relevant processes, services, operations management and the customer
• Reviews and agree current performance levels and trends
• Ensure Process Compliance, Adherence & Maintenance of Service Management Process & Tools
• Govern the Continual Service Improvement in conjunction with customers strategy and drive it across Service Providers. Track & Report CSIs across Providers
• Leads the SIAM Tower and drives its efficiency and effectiveness . Mentors SIAM team, defines and coordinates day-to-day responsibilities of service management staff
• Maintains relationship with Service Provider & Customer Management
• Provides subject matter expertise and leadership in service management

Skills, Knowledge and Experience

• Candidate who has worked as Operations or Service Delivery Manager will be preferred
• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
• Coordination, negotiation, and persuasion skills
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills
• Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
• Ability to organize, delegate, and leverage resources to accomplish objectives
• Supervisory skills and the ability to leverage support from other parts of the organization
• Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level.
• Demonstrate a very high level of political and business awareness; acutely aware of organisational sensitivities.
• Program/project management skills and experience advantageous

Other Requirements

• The SIAM Lead – is accountable for Service Integration & Management Tower along with Governance for the management of Service Providers performance against the contracted and agreed service levels.
• Must understand the overall setup of IT Services and roles played by various Service Providers
• Must understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOW
• Build the SIAM Target Operating Model, align roles, interfaces with the relating functions
• Analyse, understand and continuously manage interdependencies within the Service Providers for smooth Operations
• Establish and maintain strong, productive and collaborative relationships with the Service Providers
• Understand business drivers, customer strategy and act as a face of the customer to the Service Providers
• Handle Dispute Management & Escalation Management to ensure smooth Operations
• Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation
• Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements
• Setup required Governance to ensure process & operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, Quarterly
• Regular review of CSAT, SLAs, OLAs and underpinning contracts; ensure regular monitoring of SLAs & intervention if SLAs are endangered
• Convenes the board with representatives of relevant processes, services, operations management and the customer
• Reviews and agree current performance levels and trends
• Ensure Process Compliance, Adherence & Maintenance of Service Management Process & Tools
• Govern the Continual Service Improvement in conjunction with customers strategy and drive it across Service Providers. Track & Report CSIs across Providers
• Leads the SIAM Tower and drives its efficiency and effectiveness . Mentors SIAM team, defines and coordinates day-to-day responsibilities of service management staff
• Maintains relationship with Service Provider & Customer Management
• Provides subject matter expertise and leadership in service management

Skills, Knowledge and Experience

• Candidate who has worked as Operations or Service Delivery Manager will be preferred
• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
• Coordination, negotiation, and persuasion skills
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills
• Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
• Ability to organize, delegate, and leverage resources to accomplish objectives
• Supervisory skills and the ability to leverage support from other parts of the organization
• Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level.
• Demonstrate a very high level of political and business awareness; acutely aware of organisational sensitivities.
• Program/project management skills and experience advantageous