SIAM LEAD

Key Responsibilities

• SIAM Framework Implementation: Define and establish the SIAM operating model, processes and governance structure for the project.
• Service Integration: Coordinate and integrate services from multiple suppliers to deliver end-to-end business outcomes.
• Governance and Performance Management: Set up performance dashboards, manage SLAs/OLAs and ensure service compliance across vendors.
• Stakeholder Management: Act as a primary liaison between the client, internal teams, and multiple service providers, fostering collaboration and resolving conflicts.
• Process Design & Improvements: Develop and continuously refine processes such as Incident, Problem, Change, Release, and Knowledge Management to fit SIAM model.
• Risk & Issue Management: Identify and manage risks, issues, and dependencies across suppliers and services.
• Reporting & Communication: Provide regular executive level updates, service performance reports and improvement plans.

Required Skills & Experience 

• Experience: - 10+ years experience in IT service Management with at-lease 3-5 years in SIAM or multi-vendor management role.
• Framework Knowledge: Strong understanding of ITIL v4 and SIAM principles, practices, and tooling (e.g., ServiceNow, BMC, Jira).
• Vendor Management: Proven ability to manage and negotiate with multiple third-party suppliers.
• Leadership: Excellent team leadership, stakeholder management, and conflict resolution skills.
• Analytical & Problem Solving: Ability to analyze complex service landscapes and drive process optimization.
• Communication: Exceptional verbal and written communication skills; able to present to senior management and executive stakeholders.

Preferred Qualifications

• SIAM foundation/Professional Certification.
• ITIL v4 Managing Professional or Strategic Leader certification.
• Experience in large-scale IT transformation or digital service projects (e.g., higher education, public sector, or enterprise.)
• Familiarity with cloud-based service delivery and DevOps practices.

Key Competencies

• Strategic thinking and Service-Orientation
• Strong governance and compliance mindset
• Collaborative leadership and influencing skills.
• Continuous improvement and innovative focus.