SIAM Service Integration Manager – ITSM

About the role

We are looking for an experienced SIAM Service Integration Manager to lead ITSM processes for our client in India. The role will own incident, problem, change, release and service request management, ensuring compliance and continuous improvement across a multi‑vendor environment.

Key responsibilities

• Own and govern core ITIL v4 processes: Incident, Problem, Change & Release, Service Request and Major Incident Management.
• Drive reduction of repeat incidents through problem root‑cause analysis and RCA governance.
• Manage strategic and operational vendors under the SIAM model, ensuring SLA/OLA compliance, performance scorecards and clear escalation paths.
• Produce end‑to‑end service performance dashboards (SLA, XLA, availability) and present executive‑level reviews (MSR, QBR, SRB) to senior leadership.
• Identify, prioritize and execute continual service improvement initiatives, championing automation and tooling optimisation.
• Act as trusted advisor to customer IT leadership, collaborating with TCS delivery leads and providing concise, outcome‑focused communication.

Required profile

• 7‑12 years of experience in ITSM and SIAM operating models.
• ITIL v4 certification (mandatory) and SIAM certification (preferred).
• Proven experience managing multi‑vendor service delivery and vendor performance.
• Strong stakeholder management, data‑driven decision making and ability to influence without authority.

Required skills

• ITIL v4
• SIAM
• ServiceNow (or similar ITSM tool)