Primary purpose of position
The Service Integration and Management specialist will work with the SIAM Manager to design and establish the Service Integration and Management structure to support the program in establishing technical outcomes from multiple external and internal suppliers. This role will focus on assisting the SIAM Manager in establishing the governance framework needed to ensure delivery in a multi-vendor environment aligned to the contracted and agreed service levels.
Key accountabilities
Our client is looking for a Service Integration and Management (SIAM) Specialist who is accountable for the Service Integration and Management along with Governance for the management of Service Provider's performance against the contracted and agreed service levels. Responsibilities include, but not limited to:
- Understand business drivers, customer strategy, and act as the face of the customer to the Service Providers
- Understand the overall set up of IT Services and roles played by various Service Providers
- Build/Optimise the SIAM Target Operating Model, align roles, interfaces with the relating functions
- Analyze, understand, and continuously manage interdependencies within the Service Providers for smooth Operations
- Establish and maintain strong, productive, and collaborative relationships with the Service Providers
- Dispute resolution and escalation management to ensure smooth Operations
- Identify potential risks proactively and highlight with Customer and Service Providers for timely mitigation
- Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements
- Set up required Governance to ensure process and operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers
- Review and agree on current performance levels and trends
- Ensure Process Compliance, Adherence and Maintenance of Service Management Process and Tools
- Govern the Continual Service Improvement in conjunction with customers' strategy and drive it across Service Providers
- Assist with end-to-end application of ITSM process in the Account
- Assist in training and in Service Management process execution
- Continuous Process Improvement within the Account and assist the Delivery teams in the operation of the ITSM process
- Participate in customer's IT change, security and administration management
- Monitor and provide monitoring and reporting against the Service Improvement Plan elements
To be successful in the role, you will have:
Knowledge & Skills
- Previous experience in Operations or Service Delivery Management
- Very strong influencing and relationship management skills with stakeholders, senior management, colleagues and external service providers
- Coordination, negotiation, and persuasion skills
- Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization
- Strong oral and written communication skills
- Strong problem-solving skills and the ability to logically break down a problem into smaller manageable parts to solve
- Ability to organize, delegate, and leverage resources to accomplish objectives
- Supervisory skills and the ability to leverage support from other parts of the organization
- A proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level
- Demonstrate a very high level of political and business awareness, acutely aware of organizational sensitivities
- Program/Project management skills and experience advantageous
Experience
- Years of IT Industry experience including relevant industry experience
- Demonstrated operational outsourcing and service management experience
- Good Service Management knowledge. ITIL Foundation Certificate as a minimum (preferred)
Qualifications
Service Integration and Management Professional Certified (desirable), Knowledge and deep understanding of IT Infrastructure Library offerings (ITIL 4)
For more information or to apply, please contact Carissa Burgos on 02 9137 8700 quoting Job Reference: 239798
