SIAM SME

Location: Blue Bell

Must Have Technical/Functional Skills

* Strong expertise in SIAM frameworks and methodologies

* Deep understanding of ITIL (v3 / ITIL
4) processes

* Multi-vendor service management experience

* Strong governance and risk management capabilities

* Experience in ITSM tools (Service Now preferred)

* Knowledge of IT infrastructure, applications, and cloud (Azure/AWS)

* Experience in service integration across multiple towers

* Understanding of Dev Ops and Agile environments (preferred)

Roles & Responsibilities

* Design, implement, and enhance the SIAM operating model.

* Define governance structures, policies, and standards for multi-vendor environments.

* Establish Service Integration Function (SIF) and define roles & responsibilities (RACI).

* Ensure alignment with ITIL / ITSM best practices.

* Manage multiple service providers and ensure effective service collaboration.

* Drive vendor performance through KPIs, SLAs, OLAs, and XLAs.

* Facilitate regular service reviews, governance meetings, and escalations.

* Resolve cross-supplier conflicts and ensure end-to-end accountability.

* Act as a central point for end-to-end service ownership.

* Ensure seamless service delivery across towers (Infrastructure, Applications, Network, etc.).

* Oversee incidents, problems, change, and release management across vendors.

* Monitor service performance and ensure adherence to agreed SLAs.

* Define and standardize ITSM processes across vendors.

* Identify gaps and drive continual service improvement (CSI) initiatives.

* Implement automation and tooling improvements (Service Now, BMC, etc.).

* Drive process maturity (e.g., using ITIL maturity models).

* Develop dashboards and reports on service performance, risks, and compliance.

* Provide insights and recommendations to stakeholders.

* Ensure data-driven decision-making across service operations.

* Engage with business stakeholders, leadership, and service providers.

* Translate business requirements into service delivery strategies.

* Act as a trusted advisor for SIAM and service management practices.

* Support service transitions, vendor onboarding/offboarding.

* Lead transformation programs (e.g., multi-vendor to SIAM model adoption).

* Ensure smooth integration during mergers, acquisitions, or outsourcing.

Base Salary Range : $70,000 to $90,000 Per Annum

TCS Employee Benefits

Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage:
Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support:
Maternal & Parental Leaves.

Insurance Options:
Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth:
Commuter Benefits & Certification & Training Reimbursement.

Time Off:
Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance:
Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

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