SIAM Regional Lead
eTeam Singapore
Hong Kong, HK

Key Responsibilities

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
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