SIAM Manager (Service Integration)

Permanent

Gauteng

Posted 3 years ago

The SIAM function manages multiple service suppliers by integrating them, so they can collaborate and to provide the customer expected value. The integration introduces the concept of a single, customer-facing logical entity known as the service integrator.

SIAM aims to bring the desired governance and control which will ensure organisational policies and standards are not ignored or inconsistently applied; and suppliers act in a cohesive and efficient manner. Contingent on location, the role can be an individual contributor or may manage the SIAM Team. As manager, the role requires seasoned management skills inclusive of recruiting staff, setting objectives aligned, reviewing accomplishments, coaching for success, and counselling for improvement. Assigned staff may be remote based and/or in a work from home setting that will require distance management skills across locations and cultures.

Role Responsibilities:

Leadership and Management of People
Relationship Management
Information Management
Contract and Supplier Management

Delivery Responsibilities:

Ownership of all governance frameworks and forums
Overall responsibility of products, practices and protocols when dealing with 3rd Party vendors/partners/suppliers.
Operational risk management & expertise of the IT Operations, including IT practices.
Healthy status of key relationships
Full view of all SIAM roles performance
Customer satisfaction

Key Performance Indicators:

Financial management – revenue management and customer retention – hitting the numbers, SLA credit management, cost containment / revenue growth initiatives.
Meeting customer expectation through end user satisfaction survey, customer satisfaction survey interviews, meeting project delivery milestones and ensuring customer performance dashboards in green status.
Meeting service delivery management expectations; Operational Delivery and 3rd Party performance management.
Maintaining a healthy Peakon Score.
People Excellence – Enabling a performance driven organisation.

Knowledge and Skills Requirement

Service Integration and Management (SIAM)
ITIL 4 Foundation
Service desk tooling Knowledge
Governance frameworks
Program/project management skills and experience advantageous

Expertise Should Include:

Experience in IT / ITES industry
Extensive experience with SIAM and BMC type toolsets
Knowledge and deep understanding of IT Infrastructure Library offerings (ITIL 4)
Knowledge and deep understanding of ITSM Information Technology Service Management
10-12yrs of exp in ITIL Based Service Management practices. understanding of industry practices and international standards
Service Integration and Management (SIAM) ITIL V3, ITIL 4
Strong knowledge of practices and protocols, experience in working with 3rd Party vendors/partners/suppliers
A strong understanding of Service Integration, Vendor Management, Operational risk and resilience, Business Process improvement methods as well as risk related control frameworks and practices
All aspects of the IT infrastructure Operations and critical components and services, including the delivery mechanisms and IT associated with each, and the technical and operations infrastructure.
Strong problem-solving skills and the ability to logically break down a problem into smaller manageable parts to solve.
A proven expert in managing multiple stakeholders at all levels of the organization, specifically at senior management level.
Ability to organize, delegate, and leverage resources to accomplish objectives.
Strong organizational skills & exceptional ability to remain calm under stress.
Excellent team skills, both as a leader and as a team player.
Excellent communication skills, especially related to facilitation, documentation and reporting.
Highly developed relationship management, influencing and leadership skills.
Our ideal candidate will have 20+ yrs. of Overall experience, 5+ years of relevant Multi Supplier Integration/ SIAM experience working on Design, Implementation, Governance and Delivery Operations. He will be accountable and responsible for managing entire SIAM Operations

Qualifications:

Grade 12
College degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experience
ITIL Foundation qualification

Deadline for applications is 2022/04/30

For more information, call Nova Buchan on 073 393 9731 or send your CV to Nova@capitaledgerecruitment.co.za

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Information Technology

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