Service Integration and Management

2 days ago

London Area, United Kingdom BULLIT SERVICES LIMITED Full time

. SIAM Strategy & Governance

  • Define and implement the SIAM operating model for a multi-supplier environment, ensuring alignment with client objectives and regulatory requirements.
  • Establish governance frameworks to manage service integration across all suppliers and internal teams.
  • Drive accountability for end-to-end service delivery and performance across the ecosystem.

2. SLA & KPI Management

  • Own and enforce SLA compliance across multiple suppliers and internal service providers.
  • Define, monitor, and report KPIs for service availability, incident resolution, and customer experience across the integrated supply chain.
  • Implement proactive measures to reduce MTTR and improve service reliability across all vendors.

3. Supplier Coordination & Relationship Management

  • Act as the
    primary liaison between the Customer and multiple suppliers
    , ensuring smooth collaboration and issue resolution.
  • Conduct joint service reviews with suppliers to track performance and drive continuous improvement.
  • Negotiate service improvements and resolve escalations across the vendor ecosystem.

4. Stakeholder Engagement

  • Serve as the
    key point of contact for Customer leadership
    on integrated service performance and risks.
  • Provide clear, data-driven updates on SLA compliance, supplier performance, and improvement plans.
  • Build strong relationships with client stakeholders and supplier partners to ensure alignment and transparency.

5. Transformation & Automation

  • Lead SIAM transformation initiatives, introducing automation and AI-driven solutions for proactive monitoring and resolution.
  • Deploy modern ITSM and SIAM tools, ensuring integration with OSS/BSS systems for seamless operations.

6. Team Leadership

  • Lead and inspire a team of 50+
    , including service managers and governance leads.
  • Foster a culture of accountability, collaboration, and continuous improvement.
  • Develop talent through mentoring, coaching, and structured career progression plans.

Must-Have Skills:

  • Proven experience in
    SIAM frameworks and multi-supplier governance
    within telecom or large enterprise environments.
  • Strong expertise in SLA/KPI management across complex vendor ecosystems.
  • Demonstrated ability to lead large teams (50+ FTEs) and manage supplier relationships.
  • Deep knowledge of ITIL and SIAM practices, OSS/BSS systems, and ITSM tools (e.g., Helix & Remedy).
  • Excellent stakeholder management and executive communication skills.

Required Qualifications:

  • Bachelor's degree in Telecommunications, IT, or related field (master's preferred).
  • 15+ years of experience in IT Service Management and SIAM within telecom or large-scale multi-supplier environments, including 7+ years in senior leadership roles.

Preferred Certifications:

  • SIAM Foundation or Professional
  • ITIL Expert or Managing Professional

Telecom-specific certifications (e.g., TM Forum, eTOM)

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