The SIAM Regional Lead is accountable for Service Integration & Management governance and building relationships with the regional stakeholders, suppliers to enable Service Management effectiveness and adherence.
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 within the region.
Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation
Setup required Governance to ensure process & operations performance is reviewed with the regional stakeholders, at an agreed frequency e.
g. Daily, Weekly, Monthly, Quarterly
Regular review of CSAT and ensure regular monitoring of SLAs & intervention if SLAs are endangered for the regional scope
Convenes the board with representatives of relevant processes, services, operations management and the customer
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
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.
ITIL V3 Expert
SIAM Certified will be preferred
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
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