SIAM lead

The roleAs a SIAM lead, you will be responsible for overseeing and managing incidents that disrupt IT services and to ensure incidents are resolved quickly, with the appropriate teams and resources engaged promptly and efficiently to minimise the impact on business operations. In this role you will:Understand the customer’s business and the impact of the ecosystem on its ability to succeedSupport the organizational change initiatives required to transition the customer’s operations to the Managed Services model.Manage the transition and design of the SIAM organization to an operational state, including any required staffing, processes, and strategic directionOversee the functions including ecosystem governance, customer engagement, service transition, and performance managementOversee the SIAM Service Operations processes including Incident, Problem, Change, Event, Configuration, Knowledge, Request Fulfillment, and Service Catalog.Monitor and report on Service Performance and compliance with SLAsSupport the CSI program through identification and implementation of opportunities to improve service performanceDirectly support the Account Leadership to ensure that all SIAM programmatic level responsibilities (e.g., staffing, programmatic deliverables, monthly reporting, ad hoc requests, vendor engagements etc.) are completed in a timely, accurate, and quality mannerCollaborate with suppliers to drive continuous improvement. Your responsibilities will also include gathering system and user requirements, building modules and testing features before release. To be successful in this role you will have:10+ years of Experience working in an ITIL process driven environment.Demonstrate clear understanding of customer priorities, escalations and service restoration. Awareness of change management and disaster recovery principles.Excellent communication and presentation skills to deal with Stakeholders at multiple levelsWillingness to learn new about new domain areas.If you only meet some of the requirements for this role, that's okay…We value a diverse range of backgrounds & ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you.Bonus points if you have:Bachelor’s degree in Computer Science or relevant field.