Head of Service Integration and Management
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The Head of SIAM will lead the Service Integration and Management function for a major telecommunications client. This role is responsible for governing a multi-supplier operating model, ensuring seamless collaboration between internal teams and external vendors to deliver end-to-end service performance and SLA compliance.
* Define and implement the SIAM operating model for a multi-supplier environment, ensuring alignment with client objectives and regulatory requirements.
* Establish governance frameworks to manage service integration across all suppliers and internal teams.
* Drive accountability for end-to-end service delivery and performance across the ecosystem.
SLA & KPI Management
* Own and enforce SLA compliance across multiple suppliers and internal service providers.
* Define, monitor, and report KPIs for service availability, incident resolution, and customer experience across the integrated supply chain.
* Implement proactive measures to reduce MTTR and improve service reliability across all vendors.
* Act as the primary liaison between the Customer and multiple suppliers, ensuring smooth collaboration and issue resolution.
* Conduct joint service reviews with suppliers to track performance and drive continuous improvement.
* Negotiate service improvements and resolve escalations across the vendor ecosystem.
Stakeholder Engagement
* Serve as the key point of contact for Customer leadershipon integrated service performance and risks.
* Provide clear, data-driven updates on SLA compliance, supplier performance, and improvement plans.
* Build strong relationships with client stakeholders and supplier partners to ensure alignment and transparency.
Transformation & Automation
* Lead SIAM transformation initiatives, introducing automation and AI-driven solutions for proactive monitoring and resolution.
* Deploy modern ITSM and SIAM tools, ensuring integration with OSS/BSS systems for seamless operations.
* Lead and inspire a team of 50+, including service managers and governance leads.
* Foster a culture of accountability, collaboration, and continuous improvement.
* Develop talent through mentoring, coaching, and structured career progression plans.
Must-Have Skills
* Proven experience in SIAM frameworks and multi-supplier governancewithin telecom or large enterprise environments.
* Strong expertise in SLA/KPI management across complex vendor ecosystems.
* Demonstrated ability to lead large teams (50+ FTEs) and manage supplier relationships.
* Deep knowledge of ITIL and SIAM practices, OSS/BSS systems, and ITSM tools (e.g., Helix & Remedy).
* Excellent stakeholder management and executive communication skills.
Required Qualifications
* Bachelor’s degree in Telecommunications, IT, or related field (master’s preferred).
* 15+ years of experience in IT Service Management and SIAM within telecom or large-scale multi-supplier environments, including 7+ years in senior leadership roles.
Preferred Certifications
* SIAM Foundation or Professional
* ITIL Expert or Managing Professional
* Telecom-specific certifications (e.g., TM Forum, eTOM)
Seniority level
Executive
Employment type
Full-time
Job function
* Management and Manufacturing
* Industries: IT Services and IT Consulting
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