SIAM Process Manager

2 weeks ago

Pune, Maharashtra, India OU434 Tietoevry Tech Services India Private Limited Full time
You may apply to Tietoevry by selecting Apply and fill your application details to the form. You may also Apply by using LinkedIn and populate details to your application from your LinkedIn profile.

We are looking for SIAM Process Manager to work in SIAM services delivery for one of Tietoevry's Key Global Customer.

Roles and Responsibilities
SIAM process Manager's role owns the overall process in the customer organization. Responsible for the process and ensuring Customer ServiceNow tool functionality is supporting. focusing on determining and meeting customers' needs, within customer environment and is responsible for the process across the organization.

overall ITIL process leadership, Some key process below but aim is to increase adoption of processes by customer and their suppliers.

Service request and Incidents management
Change management
Problem management
Aim is to have leadership to get supplier do the activities and governing and integrating the suppliers' process. Building report for whole ecosystem based on the input coming from suppliers.
Responsibilities include but are not necessarily limited to in Process Management
ensures correctness of data received from investigations
is the point of contact to service providers' process managers, facilitates multi-vendor Process meetings as agreed.
consolidates reports to the customer from all the service providers
provides ecosystem Process management reporting to the customer
is responsible for analyzing business impact for multi-vendor Incidents, Problems etc.
ensures the process fits the purpose, ensures it is designed and implemented as agreed (defined Services and Service Providers interfacing it)
manages improvements and process changes, communication, and training of relevant stakeholders in Customer and main providers
Ensure effectiveness of the process
Ensure all parties in the ecosystem follow the process
takes care of the process reviews in aim to ensure process is followed by all parties and needed improvements are implemented

We expect you to have:
6+ years of overall IT industry experience
ITIL v3 / 4 Certified
SIAM certification is a plus
previous working experience of ITIL Process owner/manager role (design, implementation of process in SIAM context)
Excellent communication skills - written and verbal.

Previous experience in working client interface, ability to present and lead work of 3rd party vendors and client stakeholders on Director level.

Ability to work effectively in multi supplier / collaborative environment. Ability to understand and improve the process continuously.

Ability to work with multi location and multi supplier operations, Excellent leadership skills to lead multi cultured multi location teams.

Strong negotiation and influencing skills. Ability to think and act in stable manner during emergency situations. Ability to involve people from all the suppliers to get coordination and cooperation all the time.
Ability to handle ambiguities & uncertainties and pave the way through it to bring more clarity.

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