Description:
We are seeking a seasoned end to end solution architect who will be responsible to establish the SIAM framework encompassing client Delivery Organizations, Vendors and Suppliers/Partners ensuring all achieve their strategic goals, meet contractual obligations and provide Enterprise level best in class service.
Previous experience with the ServiceNow platform is necessary.
Responsibilities
- Responsible for SIAM service offerings, service design & implementation, setup governance models and operationalize SIAM Framework
- Business leadership throughout the Service Integration solution implementation cycle starting with selection of a configuration approach based on specific enterprise needs, articulating the approach to various audiences, and eventually validating that the solution delivery fits the business and technical requirements.
- Responsible for the design, implementation and maintenance of SIAM policies, processes and procedures.
- Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers
- Coordination, negotiation, and persuasion skills
- Manage the transition and design of the SIAM organization to an operational state, including any required staffing, processes, and strategic direction
- Work with various stakeholders to onboard the different Service Management Functions and Modules and Integrate them through Service Now Platform
- Setup required Governance to ensure process and 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.
- Provides subject matter expertise and leadership in service management.
Requirements: Skills
- In-depth understanding of Service Integration Management, Service Management, Governance frameworks
- Strong knowledge of practices and protocols
- Ability to work with 3rd Party vendors/partners/suppliers
- Ability to consult with and influence all levels of leadership across the organization
- Ability to synthesize large amounts of information into consumable frameworks and concepts to facilitate key decision making and set future direction
- Ability to deliver on large scale programs and deal with ambiguities and operate in a dynamic, fast-paced environment
- Ability to act as a business-minded change agent within the organization
- Functional knowledge balanced with a strong technical skillset and aptitude
- Ability to quickly develop rapport and establish credibility that results in trust and respect from business and technical teams
- Ability to assess requirements and specifications documents for completeness and accuracy
- Ability to work with disparate and cross-functional internal and external stakeholders
- Excellent drive and initiative, and sense of personal accountability
Requirements: Education & Experience
- Bachelor's degree in Computer Science or Information Systems. A Master's degree is a plus
- Experience in IT / ITES industry
- 7-12yrs of experience in ITIL Based Service Management practices. understanding of industry practices and international standards
- Extensive experience with SIAM & ServiceNow
- Knowledge and deep understanding of IT Infrastructure Library offerings (ITIL® 4)
- Knowledge and deep understanding of ITSM – Information Technology Service Management
- A strong understanding of Service Integration, Vendor Management, Operational risk and resilience, Business Process improvement methods as well as risk related control frameworks and practices
- Experience communicating design rationale clearly and concisely and building consensus across departments and teams.