Service Integration Manager

SIAM Lead / Head of SIAM

Position Title : Head of SIAM / SIAM Lead

Grade : M / SM

Job Overview

The Head of SIAM is responsible for establishing and leading the Service Integration and Management (SIAM) function across a multi-supplier IT ecosystem. This strategic role ensures seamless integration of services delivered by internal teams and external vendors, driving accountability, performance, and continuous improvement. The SIAM Lead acts as the central authority for service governance, enabling consistent service delivery, operational excellence, and alignment with business objectives.

Key Responsibilities

SIAM Strategy & Governance

Define and implement the SIAM operating model, tailored to organizational needs.

Establish governance frameworks to manage multi-supplier environments effectively.

Develop policies, standards, and procedures to ensure consistent service integration.

Multi-Supplier Coordination

Act as the single point of accountability for service delivery across all suppliers.

Facilitate collaboration between internal IT teams and external service providers.

Ensure clear roles, responsibilities, and interfaces between all parties.

Service Performance & Assurance

Monitor service performance against SLAs, OLAs, and KPIs across all suppliers.

Lead service reviews, audits, and performance assessments.

Drive root cause analysis and resolution of systemic service issues.

Process Integration & Optimization

Align and integrate ITSM processes (incident, problem, change, request, etc.) across suppliers.

Promote standardization and automation of service management workflows.

Continuously improve processes to enhance service quality and efficiency.

Stakeholder Engagement

Build strong relationships with business stakeholders, IT leadership, and supplier executives.

Communicate service performance, risks, and improvement plans clearly and regularly.

Act as a trusted advisor on service integration and supplier management.

Risk & Compliance Management

Ensure compliance with contractual obligations, regulatory requirements, and internal policies.

Identify and mitigate risks related to service delivery and supplier performance.

Maintain documentation and audit trails for governance and accountability.

Commercial & Contractual Oversight

Support procurement and contract negotiations with service providers.

Ensure contracts include clear service expectations, performance metrics, and escalation paths.

Manage supplier onboarding, transitions, and exits with minimal disruption.

Tooling & Technology Enablement

Oversee the selection and implementation of SIAM-enabling tools and platforms.

Ensure integration of service management tools across suppliers (e.G., ServiceNow, Remedy).

Leverage analytics and dashboards for real-time service visibility and decision-making.

Required Qualifications

Education : Bachelor’s or Master’s in IT, Business, or related field

Experience : 10+ years in IT Service Management, with 5+ years in multi-supplier or SIAM leadership roles

• Certifications : ITIL Expert / Managing Professional;

SIAM Foundation or Professional preferred

Skills

Strategic thinking, supplier governance, ITSM process expertise, stakeholder management, contract negotiation, performance analytics

Preferred Qualifications

Experience in :

Large-scale IT transformations or outsourcing programs

Managing complex vendor ecosystems across geographies

Leading cross-functional teams in matrixed environments

Certifications : SIAM Professional

PMP, Prince2, or equivalent project / program management credentials

COBIT, ISO / IEC 20000 familiarity