Service Integration And Management (SIAM) Consultant

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.