Job Summary
Minimum 15 or more years of service delivery management experience in a multi-supplier environment. The SIAM Delivery Lead is a multifaceted senior leadership role in the client s multi-supplier ecosystem supporting the implementation and management of the SIAM organization processes and policies.
The successful candidate will be responsible for leading a team of functional area leads through the implementation maintenance and delivery of the Multi supplier Integration and ITSM Services
Responsibilities
SIAM Delivery Lead must
Understand the customers business and the impact of the ecosystem on its ability to succeed
Able to have a E2E view of the customer enterprise and services being offered
Be a highest point of escalation in Service Integrator Organization and serve as a Single point of escalation for Client leadership
Manage the transition and design of the SIAM organization to an operational state including any required staffing processes and strategic direction
Oversee the SIAM functions including multi-level governance customer engagement service transition service operations and performance management
Effectively handle supplier operations management supplier performance management and establish necessary contractual obligations in this regard
Accountable to optimize the overall operation of the ecosystem services managed service providers and processes to create and increase value for the customer
Engage with the customer at the enterprise architecture level to strategically align the demand for new technical capabilities and the services provided the ecosystem
Support the CSI program through identification and implementation of opportunities to improve service performance
Oversee SIAM governance to ensure all SIAM responsibilities staffing programmatic deliverables monthly reporting ad hoc requests etc. are completed in a timely accurate and quality manner
Required Qualifications
Bachelor s degree in Information Technology Information Systems Statistics Business Management or related field
Minimum of 15 years work experience in IT service management
ITIL Expert Certified or ability to obtain within first six months
Experience of performance data analysis of ITIL processes including conducting SIAM assessments and gap reports
Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
Data-driven mindset of service excellence and customer satisfaction
Successful teamwork experience and demonstrated leadership abilities
Certifications Required
ITIL4 certification and SIAM professional Certification
Project Management Professional certification