Job Description
AgileSource are currently looking for an experienced SIAM Service Manager or Head of SIAM Operations for a Permanent organisation within a Consulting Organisation.
We are seeking an experienced IT Service Management (ITSM) and Service Operations professional with over 10 years' experience to lead service delivery within a complex, multi-supplier environment. This role is responsible for ensuring the effective coordination, governance, and performance of multiple service providers operating within a SIAM (Service Integration and Management) model, maintaining high standards of service quality and operational stability.
Requirements and Desired Experience:
* Senior ITSM and Service Operations professional with 10+ years of experience in IT service delivery and operational management
* Background in large Systems Integrators (SI), Managed Service Providers (MSP), or outsourced service environments strongly preferred
* Proven hands-on experience operating within a SIAM (Service Integration and Management) model, managing services across multiple suppliers
* Experience leading teams or operational functions within complex, multi-vendor environments
* Strong working knowledge of ITIL frameworks, with ITIL v4 Managing Professional or Strategic Leader certification preferred (earlier ITIL versions also considered)
* Demonstrated supplier management expertise, including managing complex or Tier 1 vendor relationships and holding suppliers accountable for service performance
* Comfortable operating in high-pressure operational environments, with a calm, outcome-focused and accountable approach
* Experience working with ITSM tools such as ServiceNow (or equivalent platforms) to manage service operations, incidents, problems, and performance tracking
* Strong focus on service quality, operational governance, and continuous service improvement within a multi-supplier ecosystem