Service and Integration Management (SIAM) Lead
Key skills and responsibilities include:
• Establish and execute full-scale SIAM framework implementation strategy using industry standard ITSM and other tools.
• Adopt Enterprise Service Bus and E-bonding concepts to SIAM solutions.
• Setup and run an effective governance model in a multi-vendor environment, strong understanding of SLA, OLA and UC’s.
• Implement and improve standard policies, processes, procedures, work instructions etc.
• A strong understanding of all ITIL Processes
• Experience of Transition, Transformation, Gap Analysis, CSI projects is a must.
• Strong understanding of ServiceNow.
The successful candidate will deal with process maturity and service improvement by engaging with the customer process managers/owners. You will work with process effectiveness and process governance, by:
• Generating and publishing performance reports. against SLA targets and KPIs.
• Receive, analyze and incorporate feedback from customers that suggest improvements
Essential Skills
• BE/B. Tech minimum . MBA (IT/Operations) is preferred
• Experience of VMO (Vendor Management Office)/ Service Integration
• Service Management tools like BMC Remedy, BMC Remedyforce, ServiceNow, HPSM
• Prior management experience.
• Good English language skills, both written and verbal, including business writing skills
• Experience of performance data analysis of ITIL® processes
• ITIL Intermediate is a must.