SIAM Admin

Roles & Responsibilities

• Design, implement, and enhance the SIAM operating model.
• Define governance structures, policies, and standards for multi-vendor environments.
• Establish Service Integration Function (SIF) and define roles & responsibilities (RACI).
• Ensure alignment with ITIL / ITSM best practices.
• Manage multiple service providers and ensure effective service collaboration.
• Drive vendor performance through KPIs, SLAs, OLAs, and XLAs.
• Facilitate regular service reviews, governance meetings, and escalations.
• Resolve cross-supplier conflicts and ensure end-to-end accountability.
• Act as a central point for end-to-end service ownership.
• Ensure seamless service delivery across towers (Infrastructure, Applications, Network, etc.).
• Oversee incidents, problems, change, and release management across vendors.
• Monitor service performance and ensure adherence to agreed SLAs.
• Define and standardize ITSM processes across vendors.
• Identify gaps and drive continual service improvement (CSI) initiatives.
• Implement automation and tooling improvements (ServiceNow, BMC, etc.).
• Drive process maturity (e.g., using ITIL maturity models).
• Develop dashboards and reports on service performance, risks, and compliance.
• Provide insights and recommendations to stakeholders.
• Ensure data-driven decision-making across service operations.
• Engage with business stakeholders, leadership, and service providers.
• Translate business requirements into service delivery strategies.
• Act as a trusted advisor for SIAM and service management practices.
• Support service transitions, vendor onboarding/offboarding.
• Lead transformation programs (e.g., multi-vendor to SIAM model adoption).
• Ensure smooth integration during mergers, acquisitions, or outsourcing.

Qualifications

• BACHELOR OF COMPUTER SCIENCE