The Role
The SIAM Lead is responsible for designing, implementing, and governing Service Integration and Management across multiple service providers to ensure seamless end-to-end service delivery.
This role ensures alignment with ITIL best practices, drives service performance, and acts as the key interface between business, internal teams, and external vendors
Key Responsibilities
SIAM Strategy & Governance
Define and implement the SIAM operating model, governance framework, and service integration strategy.
Establish clear roles, responsibilities, and accountability across multiple suppliers.
Drive continuous improvement in service integration, ensuring alignment with business objectives.
Define and enforce policies, procedures, and standards aligned with ITIL frameworks.
Service Integration & Delivery
Orchestrate end-to-end service delivery across multiple vendors and internal IT teams.
Ensure seamless incident, problem, change, and release management across the ecosystem.
Act as the single point of accountability for service performance and reliability.
Facilitate cross-supplier collaboration and resolve inter-provider conflicts.
ITIL Process Ownership & Optimization
Own and mature key ITIL processes:
o Incident Management
o Problem Management
o Change & Release Management
o Service Request Management
o Service Level Management
Ensure consistent adoption of ITIL best practices across all service providers.
Drive process standardization, automation, and continual service improvement (CSI).
Vendor & Stakeholder Management
Manage relationships with multiple service providers, ensuring SLA/KPI adherence.
Conduct regular service reviews, performance assessments, and governance meetings.
Act as the escalation point for major incidents and service issues.
Collaborate closely with business stakeholders to ensure service alignment with business needs.
Performance Monitoring & Reporting
Define and track SLAs, OLAs, KPIs, and XLAs across services.
Provide comprehensive reporting on service performance, risks, and improvements.
Use data-driven insights to improve service quality and user experience.
Monitor supplier performance and enforce contractual obligations.
Risk, Compliance & Continuous Improvement
Identify and mitigate service risks across the multi-vendor environment.
Ensure compliance with governance, security, and regulatory standards.
Lead root cause analysis (RCA) and implement preventive measures.
Establish and drive continuous service improvement plans (CSIP).
Tooling & Automation
Ensure effective use of ITSM tools (e.g., ServiceNow, Remedy, BMC).
Drive integration of tools across suppliers for unified visibility.
Promote automation and AI-driven service management where applicable.
Required Skills & Experience
Core Experience
10+ years of IT Service Management experience, with 5+ years in SIAM or multi-vendor environments.
Strong hands-on experience in implementing ITIL processes.
Proven track record of managing complex service ecosystems with multiple suppliers.
Technical & Functional Skills
Deep knowledge of SIAM frameworks and operating models.
Strong expertise in ITIL v3/v4 practices and process implementation.
Experience with ITSM tools (ServiceNow preferred).
Understanding of cloud, infrastructure, and application services.
Leadership & Soft Skills
Strong leadership and stakeholder management skills.
Excellent communication and negotiation abilities.
Ability to influence cross-functional and external teams.
Strong analytical, problem-solving, and decision-making skills.
