SIAM Service Delivery Lead

1 week ago

London, Greater London, United Kingdom HCLSoftware Full time

Key Responsibilities:

  • The SIAM Lead – is accountable for Service Integration & Management Tower along with Governance for the management of Service Providers performance against the contracted and agreed service levels.
  • Must understand the overall setup of IT Services and roles played by various Service Providers
  • Must understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOW
  • Build the SIAM Target Operating Model, align roles, interfaces with the relating functions
  • Analyse, understand and continuously manage interdependencies within the Service Providers for smooth Operations
  • Establish and maintain strong, productive and collaborative relationships with the Service Providers
  • Understand business drivers, customer strategy and act as a face of the customer to the Service Providers
  • Handle Dispute Management & Escalation Management to ensure smooth Operations
  • Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation
  • Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements
  • Setup required Governance to ensure process & operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, Quarterly
  • Regular review of CSAT, SLAs, OLAs and underpinning contracts; ensure regular monitoring of SLAs & intervention if SLAs are endangered
  • Convenes the board with representatives of relevant processes, services, operations management and the customer
  • Reviews and agree current performance levels and trends
  • Ensure Process Compliance, Adherence &; Maintenance of Service Management Process &; Tools
  • Govern the Continual Service Improvement in conjunction with customers strategy and drive it across Service Providers. Track & Report CSIs across Providers
  • Leads the SIAM Tower and drives its efficiency and effectiveness . Mentors SIAM team, defines and coordinates day-to-day responsibilities of service management staff
  • Maintains relationship with Service Provider & Customer Management
  • Provides subject matter expertise and leadership in service management

Skills, Knowledge and Experience

  • Candidate who has worked as Operations or Service Delivery Manager will be preferred
  • Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
  • Coordination, negotiation, and persuasion skills
  • Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization. Strong oral and written communication skills
  • Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
  • Ability to organize, delegate, and leverage resources to accomplish objectives
  • Supervisory skills and the ability to leverage support from other parts of the organization
  • Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.
  • Demonstrate a very high level of political and business awareness; acutely aware of organizational sensitivities.
  • Program/project management skills and experience advantageous

Candidate Data Privacy Notice

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