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BriefCase

Service Integration & Management (siam) - Lead Job in Ernst & Young Global Limited

Service Integration & Management (siam) - Lead

Ernst & Young Global Limited 4+ weeks ago
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Job Summary


JOB SUMMARY:
As part of Enterprise Service Management (ESM), there is a vision to provide a homogeneous, standardized and effective multi-vendor SIAM framework and toolsets for all necessary ITIL and operational processes (such as incident, problem, knowledge, hardware/software asset management and configuration, change, service request, capacity, availability etc.)
Service Integration & Management (SIAM) Lead will be responsible to establish the SIAM framework encompassing EY Delivery Organizations, Vendors and Suppliers/Partners ensuring all achieve their strategic goals, meet contractual obligations and provide Enterprise level best in class service.
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.ESSENTIAL FUNCTIONS AND SKILLS FOR THE JOB:
  • Responsible for SIAM service offerings, service design & implementation setup governance models and operationalize SIAM Framework
  • Business leadership throughout the Service Integration solution implementation cycle starting with selection of a configuration approach based on specific enterprise needs, articulating the approach to various audiences, and eventually validating that the solution delivery fits the business and technical requirements.
  • Responsible for the design, implementation and maintenance of SIAM policies, processes and procedures.
  • Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers
  • Coordination, negotiation, and persuasion skills
  • Manage the transition and design of the SIAM organization to an operational state, including any required staffing, processes, and strategic direction
  • Work with various stakeholders to onboard the different Service Management Functions and Modules and Integrate them through Service Now Platform
  • Experienced in working with and managing relationships with 3rd party vendors and partners
  • Analyze, understand, and continuously manage interdependencies within the Service Providers for smooth Operations.
  • Establish and maintain strong, productive, and collaborative relationships with the Service Providers.
  • Handle Dispute Management and Escalation Management to ensure smooth Operations.
  • Identify potential risks proactively and highlight with respective stakeholders for timely mitigation.
  • Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements.
  • Setup required Governance to ensure process and operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, Quarterly.
  • Ensure Process Compliance, Adherence and Maintenance of Service Management Process and Tools.
  • Govern the Continual Service Improvement in conjunction with customers' strategy and drive it across Service Providers.
  • Track and Report CSIs across Providers.
  • Leads the SIAM capability and drives its efficiency and effectiveness.
  • Build and Mentor SIAM team, defines and coordinates day-to-day responsibilities of service management staff.
  • Provides subject matter expertise and leadership in service management.



KNOWLEDGE AND SKILLS REQUIREMENTS:
Candidate must have an in-depth understanding of Service Integration Management, Service Management, Governance frameworks, strong knowledge of practices and protocols, experience in working with 3rd Party vendors/partners/suppliers, operational risk management & expertise of the IT Operations, including IT practices.
SPECIFIC EXPERTISE SHOULD INCLUDE:
  • Overall 20+ years of experience in IT / ITES industry
  • Extensive experience with SIAM & ServiceNow
  • 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) Professional Certified, ITIL V3 Expert, ITIL 4 Managing Professional
  • 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.
People Management -
  • Lead, motivate, and coach a team of SIAM Team Members
  • Lead SIAM Related Trainings, Recruitment, and Performance management
  • Supervisory skills and the ability to leverage support from other parts of the organization.
SUPERVISION RESPONSIBILITIES:
Contingent on location, the role can be an individual contributor or may manage 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, cultures and time zones.
OTHER REQUIREMENTS:
The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues.
JOB REQUIREMENTS:
EDUCATION:
College degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experienceEXPERIENCE:
  • Approximately 20+years of experience in an Operational/Service Management/ Service Integration/SIAM
  • Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers
  • Coordination, negotiation, and persuasion skills
  • Understanding of Lean, Agile and DevOps.
CERTIFICATION REQUIREMENTS:
  • Service Integration and Management (SIAM) Professional Certified
  • ITIL V3 Expert, ITIL 4 Foundation / ITIL 4 Managing Professional
  • Service Now Knowledge
  • Program/project management skills and experience advantageous
Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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