Job Summary
Job Description Service Integration & Management (SIAM) Escalation Manager Role Purpose The SIAM Escalation Manager is responsible for leading and coordinating the resolution of business-critical incidents, service disruptions, and supplier escalations across a multi-vendor IT environment. The role acts as the central point of control during high-priority situations, ensuring rapid restoration of services, effective stakeholder communication, cross-functional collaboration, and continual improvement of escalation processes. The role is accountable for managing operational risks, driving supplier accountability, facilitating decision-making during service crises, and maintaining customer confidence through proactive communication and governance. [Siam Operate Lead JD | Word], [Neste_Proc...ment- v1.5 | Word] Key Responsibilities Major Incident & Escalation Management • Own and manage the lifecycle of critical incidents and escalations from identification through closure. • Lead Major Incident Management (MIM) bridges involving multiple suppliers, support teams, and business stakeholders. • Ensure rapid mobilization of technical teams and suppliers during service-impacting incidents. • Drive restoration activities and coordinate resolution efforts across suppliers and internal teams. • Escalate risks, blockers, and business impacts to leadership when required. [Siam Operate Lead JD | Word], [Hitachi En...onboarding | PowerPoint] Cross-Supplier Coordination • Coordinate multiple service providers to ensure seamless end-to-end service recovery. • Manage supplier interdependencies during incidents and service disruptions. • Eliminate operational silos and ensure collaborative working among suppliers. • Facilitate effective communication between support teams, service providers, and business stakeholders. [Siam Operate Lead JD | Word], [Attachment...ces - V1.0 | Word] Stakeholder Management & Communications •
Key Responsibilities
Act as the single point of contact for critical escalations. • Provide regular executive and business updates during major incidents. • Ensure timely communication of service impact, mitigation plans, and recovery progress. • Manage customer expectations throughout the escalation lifecycle. • Prepare management summaries and executive incident reports. [Siam Operate Lead JD | Word], [Neste_Proc...ment- v1.5 | Word] Governance & Service Assurance • Ensure adherence to Incident, Major Incident, Problem, Change, and Risk Management processes. • Monitor incident handling effectiveness across suppliers. • Conduct operational reviews and escalation governance meetings. • Ensure compliance with organizational policies, SLAs, OLAs, and governance frameworks. • Track and report escalation trends and service performance. [Siam Operate Lead JD | Word], [Hitachi En...onboarding | PowerPoint] Problem Management & Continuous Improvement • Lead Post Incident Reviews (PIR) and Root Cause Analysis (RCA) activities. • Ensure corrective and preventive actions are implemented and tracked. • Identify recurring issues and drive permanent fixes with suppliers and technical teams. • Recommend improvements to escalation workflows, governance, monitoring, and automation. • Contribute to reduction of recurring P1/P2 incidents across the service ecosystem. [Schedule 0...MASTER (2) | Word], [Neste_Proc...ment- v1.5 | Word] Risk & Service Continuity Management • Identify service risks and potential disruptions proactively. • Work with service providers to develop mitigation and recovery plans. • Support crisis management and business continuity activities. • Ensure appropriate escalation paths are maintained and tested regularly. [Siam Operate Lead JD | Word], [Neste_Proc...ment- v1.5 | Word] Required Skills & Competencies Service Management • Strong understanding of ITIL Service Management practices. • Expertise in Incident, Major Incident, Problem, Change, and Risk Management. • Experience working in SIAM or multi-supplier environments. • Strong understanding of ServiceNow or equivalent ITSM tools. Leadership & Communication • Exceptional stakeholder management skills. • Strong facilitation and crisis management capabilities. • Excellent written and verbal communication skills. • Ability to influence suppliers and technical teams without direct authority. • Strong executive communication and reporting skills. [Siam Operate Lead JD | Word], [Neste_Proc...ment- v1.5 | Word] Analytical & Operational Skills • Strong analytical and problem-solving abilities. • Ability to perform impact assessments and risk analysis. • Strong decision-making under pressure. • Ability to coordinate large-scale restoration efforts in complex environments. [Siam Operate Lead JD | Word] Qualifications • Bachelor\'s degree in Information Technology, Engineering, Computer Science, or related discipline. • ITIL Foundation certification (mandatory). • ITIL Managing Professional, SIAM Foundation, or equivalent certification (preferred). • ServiceNow certification (preferred). Experience • 8-15 years of IT Service Management, Operations Management, or Service Delivery experience. • Minimum 5 years managing Major Incidents and critical business escalations. • Experience in global, multi-vendor, enterprise environments. • Proven experience managing executive-level communications during service outages. Key Performance Indicators (KPIs) • Reduction in Mean Time to Restore Service (MTRS). • Improvement in Major Incident resolution timelines. • Reduction in repeat incidents and recurring escalations. • SLA compliance during critical incidents. • Customer Satisfaction (CSAT) related to incident handling. • Completion and closure of RCA actions within agreed timelines. • Reduction in supplier-related escalations and operational risks