SIAM & CI Manager

Position Overview:

The SIAM Manager is accountable for establishing, embedding, and evolving Service Integration and Management (SIAM) as a way of working across the organization. This role ensures that governance forums, service reviews, and cross‑provider coordination mechanisms are clearly defined, consistently executed, and aligned to enterprise priorities. Operating at the intersection of business stakeholders, internal teams, and external service providers, the SIAM and Continuous Improvement Analyst drives clarity in roles and responsibilities (RACIs), strengthens provider integration, and enables measurable service performance outcomes that support operational excellence and business continuity.

As a steward of service governance, the SIAM Manager designs and facilitates governance structures that promote transparency, accountability, and data‑driven decision making. The role monitors service performance across multiple providers, identifies systemic risks and improvement opportunities, and ensures that actions are prioritized, tracked, and realized. By fostering collaboration and integration across internal and external partners, the Analyst reduces silos, minimizes service friction, and enhances end‑to‑end service quality.

Through structured service reviews, performance analytics, and continuous improvement initiatives, the SIAM and Continuous Improvement Manager ensures that service delivery remains aligned to business objectives, contractual commitments, and evolving operational needs. The role champions a culture of continuous improvement, driving standardization, optimization, and maturity progression within the service ecosystem while ensuring governance practices remain pragmatic, scalable, and value‑focused.

Key Responsibilities:

• Define and embed the SIAM governance framework by establishing clear forums, service review structures, escalation pathways, and decision rights that ensure transparency, accountability, and alignment to enterprise priorities. Articulate the WHAT and WHY of service governance to drive integrated, end-to-end service performance across internal teams and external providers.
• Establish and maintain clear roles, responsibilities, and operating models (including RACIs) that enable effective service integration and minimize ambiguity across providers and business stakeholders. Ensure governance structures reinforce ownership, reduce duplication, and support seamless collaboration across the service ecosystem.
• Govern provider performance and integration by defining service quality standards, KPIs, and reporting mechanisms that enable proactive performance management. Oversee execution through structured service reviews, validate delivery against contractual and operational commitments, and ensure corrective and preventive actions are implemented and sustained.
• Lead continuous improvement initiatives across the service landscape by identifying systemic gaps, process inefficiencies, and integration risks. Prioritize and track improvement actions to measurable outcomes, ensuring benefits realization and maturity progression in service management practices.
• Provide independent oversight and quality assurance of service delivery processes, ensuring compliance with governance standards, policies, and regulatory requirements. Monitor risk, challenge performance constructively, and ensure that execution quality meets defined expectations while maintaining alignment with strategic business objectives.

Desired Candidate Profile:

• 12+ years experience in service & process management, and service delivery 3+ years of experience working with managed service providers
• 5+ years of experience in project management and strategic planning 5+ year experience with formal team
• Experience with transformation programs
• Experience with Agile, IaC and DevOps
• Certification in ITIL V4 or V3