Remote role
Governance and Oversight Role
5+ years of experience in SIAM, supplier governance, IT service management governance, vendor performance management, or a related enterprise service management role.
Strong understanding of SIAM principles, multi-provider operating models, governance, collaboration, coordination, supplier accountability, and service performance management.
Strong working knowledge of ITIL service management processes and their associated performance metrics.
ITIL Foundation certification required additional ITIL or SIAM certifications preferred.
Strong understanding of contractual service management, including SLAs, CSLs, KPIs, service performance measures, SLA exceptions, reporting obligations, and corrective actions.
Experience working with IT contracts and partnering with Vendor Management or similar functions to govern supplier obligations and deliverables.
Strong ServiceNow knowledge, including ITSM modules such as Incident, Major Incident, Problem, Change, Service Request, Knowledge, and related reporting and analytics capabilities.
Power BI skills with experience analyzing data and developing dashboards, visualizations, trends, and management reporting.
Smartsheet skills, including forms, reports, Dynamic View, dashboards, workflows, and management of structured governance information.
Advanced Microsoft Office skills, particularly Excel, PowerPoint, and Word, with the ability to produce executive-quality analysis, presentations, and communications.
Strong analytical and problem-solving skills with the ability to combine process, operational, performance, reporting, and contractual information to identify gaps, risks, trends, and improvement opportunities.
Strong written, verbal, and presentation skills with the ability to communicate effectively across technical teams, SI partners, management, and executive-level audiences.
Strong partnership, influencing, collaboration, and governance skills with the ability to hold SI partners accountable while maintaining productive working relationships.
Ability to operate effectively in a multicultural and multi-provider environment.
Experience developing and tracking corrective action plans and driving identified issues through resolution.
Working knowledge of ServiceNow AI, Microsoft Copilot, AI agents, and other Generative AI technologies, with the ability to use these capabilities in daily activities and identify additional AI opportunities.
Demonstrated thought leadership with the ability to work independently, manage competing priorities, challenge ineffective practices, and deliver executive-level results with limited supervision.
Bachelors degree in Information Technology, Business Administration, Information Systems, Data Analytics, Vendor Management, or a related discipline preferred, or equivalent relevant professional experience.
Ability to work primarily during U.S. Central Time business hours preferred.
Where applicable based on work location and local requirements, ability to work from an office at least three days per week preferred.
Roles & Responsibilities
Provide governance and oversight of SI partners against contractual, service management, operational, performance, and reporting requirements.
Work closely with the Collaboration and Coordination SIAM Lead to support the overall SIAM governance model and SI partner accountability.
Collaborate with SMO Global Process Owners to understand ITSM process requirements, performance expectations, metrics, and areas requiring SI partner improvement.
Monitor and evaluate SI partner performance against SLAs, CSLs, KPIs, reporting requirements, and other contractual commitments.
Understand and evaluate the relationship between SLA performance and exceptions, CSLs, KPIs, and overall SI partner contractual performance.
Review service performance data and reporting to identify trends, gaps, exceptions, missed commitments, risks, and opportunities for improvement.
Work with the Vendor Management Office to understand applicable SI partner contractual obligations and support appropriate actions where deliverables or performance do not meet requirements.
Work directly with SI partners to address performance, reporting, process, governance, and contractual concerns and drive corrective actions through resolution.
Develop and maintain governance reporting, scorecards, dashboards, action tracking, executive presentations, and performance analysis using ServiceNow, Power BI, Smartsheet, Excel, PowerPoint, and other appropriate tools.
Develop and maintain Smartsheet forms, reports, Dynamic View, dashboards, workflows, and data structures to support SIAM governance and oversight activities.
Support governance and performance reviews by preparing executive-level materials, identifying areas requiring decisions or escalation, and tracking actions through completion.
Analyze ITSM process and performance information to identify systemic issues, recurring concerns, and opportunities to improve SI partner execution.
Identify opportunities to improve SIAM governance, collaboration, reporting, controls, automation, and overall effectiveness.
Use ServiceNow AI, Microsoft Copilot, AI agents, and other approved AI capabilities to improve analysis, reporting, communications, governance, and daily activities.
Identify additional AI and automation opportunities and work with appropriate development resources to translate business requirements into solutions.
Develop and deliver clear executive-level communications that translate complex service, contractual, and performance information into actionable insights and recommendations.
Skills: Service Management
Experience Required: 10 & Above
