SIAM (Service Integration and Management)

K&K Global Talent Solutions Inc. is an international recruiting agency that has been providing technical resources in the Canada and the USA region since 1993.

This position is with one of our clients in USA, who is actively hiring candidates to expand their teams.

 

Role:- SIAM (Service Integration and Management)    

Location:- Blue Bell, PA (onsite)  

Fulltime

 

Job Description

Must Have Technical/Functional Skills

•              Strong expertise in SIAM frameworks and methodologies 

•             Deep understanding of ITIL (v3 / ITIL 4) processes 

•             Multi-vendor service management experience 

•             Strong governance and risk management capabilities 

•             Experience in ITSM tools (ServiceNow preferred)

•             Knowledge of IT infrastructure, applications, and cloud (Azure/AWS)

•             Experience in service integration across multiple towers

•             Understanding of DevOps and Agile environments (preferred)

 

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.