Job Description

Location:
Bangalore - Karnataka, India - EOIZ Industrial Area
Job Family:
Digital
Worker Type Reference:
Regular - Permanent
Pay Rate Type:
Salary
JOB ID:
R-36863-2024

### Description & Requirements

SIAM Lead


A SIAM Lead will effectively manage the entire SIAM ecosystem, ensuring high standards of service integration and management ecosystem, while also contributing to the Service Line Organization by sharing best practices and building a repository and frameworks for Service Management Practice that can be adopted across the organization and by clients.

Job Responsibilities


The Job Roles and responsibilities include the following (but not limited to): -


1. Service Provider Onboarding:

• Onboard new service providers into the SIAM ecosystem, ensuring alignment with SIAM principles and integration mechanisms.
• Develop and implement standardized onboarding procedures to ensure consistency and efficiency.
• Evaluate and verify that new service providers meet the necessary standards and requirements.


2. Service Integration Planning:

• Develop comprehensive plans for integrating services from multiple providers, including defining interfaces, data exchanges, and dependencies.
• Collaborate with service providers to ensure seamless integration and minimize disruption.
• Identify and address potential integration challenges proactively.


3. Service Catalog Management:

• Manage a centralized service catalog that includes services offered by different providers, their descriptions, and service levels.
• Regularly update the service catalog to reflect changes and additions to the service offerings.
• Ensure the service catalog is accessible and easily understandable by stakeholders.


4. Service Level Agreement (SLA) Definition:

• Define SLAs for each service provider, outlining performance metrics, response times, and escalation procedures.
• Monitor and review SLAs regularly to ensure they remain relevant and achievable.
• Address and resolve any SLA breaches or disputes promptly.


5. Service Reporting and Metrics:

• Establish reporting mechanisms and metrics to monitor the performance of individual service providers and the overall SIAM ecosystem.
• Generate and distribute regular performance reports to stakeholders.
• Analyze performance data to identify trends, issues, and opportunities for improvement.


6. Incident and Problem Management Coordination:

• Coordinate incident and problem management activities across service providers to ensure timely resolution.
• Facilitate communication and collaboration among service providers during incidents.
• Implement best practices for incident and problem management within the SIAM framework.


7. Change Management Oversight:

• Oversee changes introduced by service providers, evaluating potential impacts on other services and the overall SIAM framework.
• Ensure that all changes are documented, reviewed, and approved according to the change management process.
• Minimize risks associated with changes and ensure continuity of service.


8. Operational Leadership:

• Lead and manage the SIAM team, providing guidance, support, and mentorship to all SIAM roles including Incident and Event Managers.
• Coordinate and facilitate regular team meetings to discuss ongoing operations, challenges, and improvements.
• Ensure consistent application of SIAM processes and best practices across the team.


9. Resource Management:

• Manage the allocation and utilization of resources within the SIAM team.
• Ensure that the team has adequate resources and support to handle their responsibilities effectively.


10. Stakeholder Engagement:

• Maintain strong relationships with key stakeholders, including service providers, customers, and other internal departments.
• Communicate effectively with stakeholders to provide updates on operations, process changes, and performance.


11. Compliance and Risk Management:

• Ensure that SIAM processes comply with relevant regulations, standards, and policies.
• Identify and mitigate risks associated with SIAM activities.


12. Contributing to the Service Line Organization:

• Share best practices and successful strategies with the Service Line Organization to enhance their respective practice across the Service Line Organization and Verticals.
• Develop and maintain a best practice repository for their respective Practice that can be adopted by other GOCs and verticals.
• Create and refine frameworks and methodologies for their respective practice that can be scaled and replicated across organizations.
• Document and standardize successful Process Management techniques and tools for broader use.
• Participate in the development of training materials and guidelines based on best practices for their respective and related practices.
• Act as a liaison between the SIAM function and the Service Line to ensure alignment and integration of their best practices.


etc,..

• Act as a liaison between the SIAM function and the Service Line Organization to ensure adoption and integration of best practices.

Requirements & Behavioral Attributes:


Professional Experience:

• Adequate understanding of the ITSM with 8-12 years of experience in a similar capacity/environment.
• Extensive experience in IT Service Management within a SIAM or similar multi-vendor environment.
• Proven track record of developing and implementing SIAM IT Service Management frameworks and policies.


Skills and Competencies:

• Strong analytical skills with the ability to conduct thorough incident investigations.
• Excellent communication and interpersonal skills for effective collaboration with stakeholders.
• Ability to develop clear, concise, and impactful documentation.
• Strong project, resource, and time management skills.
• Ability to work under pressure and meet tight deadlines.
• High level of customer focus and empathy.
• Strong teamwork and information-sharing abilities.
• Attention to detail with proactive management of tasks and deliverables.
• Solid situational analysis and decision-making abilities.

Work Environment

• Should be flexible to work in client time-zone.

Educational Background and Certifications:

• Minimum education:
+ Graduate in Engineering or Science.
• Certifications:
+ Must have at least 2 of the below certifications
- EXIN BCS SIAM Foundation
- Professional Scrum Master (PSM) or Certified ScrumMaster (CSM)
- ITIL 4 Managing Professional
- Certified Outsourcing Professional (COP)
- Prince2 / Project Management Professional (PMP)
- Certified Agile Service Manager (CASM)
- COBIT 2019 Foundation
- ISO/IEC 20000 Foundation





HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.