Service Integration and Management SME

Key Responsibilities:

SIAM Strategy & Governance
Define and implement SIAM operating model, framework, and roadmap.
Establish governance structures, including boards and forums for cross-supplier collaboration.
Ensure compliance with organizational policies and regulatory requirements.
Service Integration & Supplier Management
Manage relationships and performance of multiple internal and external service providers.
Drive coordination across ITIL processes (Incident, Problem, Change, Release, Configuration).
Oversee Continual Service Improvement (CSI) initiatives for multi-supplier environments.
Service Level & Performance Management
Define and monitor End-to-End SLAs and OLAs.
Implement performance dashboards and reporting mechanisms.
Analyze service performance data and initiate corrective actions.
Stakeholder Engagement
Act as the primary liaison between business units, retained IT, and service providers.
Communicate service performance, risks, and changes effectively.
Manage escalations and resolve cross-supplier disputes.
Financial & Contract Management
Collaborate with procurement and vendor management teams.
Ensure contracts align with SIAM principles and deliver cost-effective outcomes.
Required Skills &

Qualifications:

Strong knowledge of SIAM principles, ITIL processes, and multi-supplier ecosystems.
Experience in governance, performance management, and service integration.
Excellent stakeholder management and communication skills.

Certifications:

ITIL Expert, SIAM Foundation/Professional preferred.
Familiarity with tools like Service Now and performance analytics dashboards.