SIAM Lead

What success looks like in this role:

Job Summary:

As part of our Enterprise Service Management (ESM) organization, we aim to create a unified, standardized, and efficient multi-vendor SIAM framework. This framework will support all essential ITIL and operational processes, including incident, problem, knowledge, asset management, configuration, change, service request, capacity, and availability management. The SIAM Lead will be responsible for establishing and managing this SIAM framework, which will integrate Unisys Delivery Organizations, vendors, and partners. The goal is to ensure that all parties achieve their strategic objectives, meet contractual obligations, and deliver top-tier enterprise services. Our ideal candidate will have over 20 years of overall experience, including more than 5 years in public sector multi-supplier integration and SIAM roles. They will be accountable for managing the entire SIAM operations, from design and implementation to governance and delivery.

Key Responsibilities

Service Integration and Management:

* Lead the design, implementation, and management of the SIAM framework.

* Ensure effective integration of multiple service providers to deliver cohesive and efficient services.

* Develop and maintain SIAM processes, policies, and procedures.

* Responsible for SIAM service offerings, service design & implementation, setup governance models, and operationalize the SIAM framework.

Stakeholder Management:

* Act as the primary point of contact for the client and service providers.

* Build and maintain strong relationships with key stakeholders, including client representatives, service providers, and internal teams.

* Facilitate regular meetings and communication channels to ensure alignment and address any issues.

* Very strong influential relationship management skills with stakeholders, senior management, colleagues, and external service providers.

Governance and Compliance:

* Establish and enforce governance structures to ensure compliance with contractual obligations and regulatory requirements.

* Monitor and report on service performance, SLAs, and KPIs.

* Conduct regular audits and assessments to ensure adherence to standards and continuous improvement.

* Setup required governance to ensure process and operations performance is reviewed at various levels (e.g., daily, weekly, monthly, quarterly).

Operational Excellence:

* Implement best practices and industry standards for service integration and management.

* Manage escalations and resolve issues promptly to minimize impact on service delivery.

* Analyze, understand, and continuously manage interdependencies within the service providers for smooth operations.

* Ensure process compliance, adherence, and maintenance of service management processes and tools.

* Govern the continual service improvement in conjunction with customers' strategy and drive it across service providers.

Team Leadership:

* Lead and mentor a team of SIAM professionals.

* Foster a collaborative and high-performance culture within the team.

* Provide training and development opportunities to enhance team capabilities.

You will be successful in this role if you have:

Education:

* Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.

Experience:

* Overall 20+ years of experience in the IT industry.

* Minimum of 8-10 years of experience in IT service management, with at least 5 years in a SIAM role.

* Proven experience in managing large-scale MSI implementations, preferably in the public sector.

* Extensive experience with SIAM & ServiceNow.

* Strong understanding of ITIL and SIAM frameworks.

Skills:

* Excellent leadership and team management skills.

* Strong analytical and problem-solving abilities.

* Exceptional communication and interpersonal skills.

* Ability to manage multiple priorities and work under pressure.

* Proficiency in ITSM tools and technologies.

* Understanding of Lean, Agile, and DevOps.

Certifications:

* ITIL Foundation certification required. Advanced ITIL certifications (e.g., ITIL Expert) preferred.

* Service Integration and Management (SIAM) Professional Certified, or equivalent

Additional Requirements:

* Ability to obtain and maintain security clearance as required by the client.

* Willingness to travel as needed.

#LI-JV1

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

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