SIAM Manager

Job Description

The role of SIAM Manager is twofold. Firstly, to ensure that new, or changed, service components from internal or external Service Providers are successfully designed, transitioned and integrated into business services. This must be done in a manner that minimises risk of disruption to normal business operations and projects. In addition, the role of SIAM Manager will take responsibility for key processes across the IT service towers. They will own (and design) processes that impact on all services - including incident, problem and service level management.
 
Key responsibilities:

• Set up SIAM processes with underlying ITSM processes.
• Work with the implementation team to set up the processes in Service Now.
• Ensure that all Projects which deliver new, or changes to existing, IT services deliver smoothly integrated changes. This includes appropriate monitoring, service level management, and updating customer facing documentation.
• Ensure each Service Provider has effective Business Continuity / Disaster Recovery plans and that there are continuity and disaster recovery plans in place for end-to-end services:
• Implement and operate a risk and control framework across end-to-end services, which identifies, manages and reports on inherent and emerging risks, and ensures compliance with regulations, policy and standards.
• Establish and support / lead governance forums to manage existing Service Providers and integrate new Service Providers into the organisation.
• Accountable for maintaining a robust and effective change management function, covering all changes across the IT estate.
• Ensure the Service Level Framework is robust and correctly reflects service provider capability and contractual agreements.
• Extensive relevant ITIL v3 operational management experience, including management of a matrix organisation

You should have the following skills:

• Demonstrated track record of developing strategic solutions in a similar regulated environment
• Experience of working in a multi-sourced environment with effective and contractual service integration across the suppliers
• ITIL V3 Foundation accreditation and ITIL V3 Service Design, Service Transition, Service Operation and Continual Service Improvement.
• Prince2 Foundation or Practitioner Qualification
• Strong negotiation and influencing skills
• Exceptional collaboration and partnering skills
• Ability to articulate complex ideas and solutions in easy to understand business terms to senior executives
• Excellent verbal, written and oral communications skills
• Process skills; an understanding of process costs, ability to work with suppliers to ensure effective operations and agreed upon service levels
• Ability to work with a team of people with varied backgrounds - to articulate and resolve service level issues
• Ability to progress tasks by making reasoned and sound commercial judgements where there is an absence of all the information and sell concepts to executive level leaders
• Ability to take complex, multi-faceted problems and work with them through to simple solutions recognising synergies and options