SIAM/CFS Consultant

7 days ago

New Delhi, India Cognizant Full time

SIAM Lead / Head of SIAMPosition Title: Head of SIAM / SIAM LeadGrade: M / SMJob OverviewThe Head of SIAM is responsible for establishing and leading the Service Integration and Management (SIAM) function across a multi-supplier IT ecosystem. This strategic role ensures seamless integration of services delivered by internal teams and external vendors, driving accountability, performance, and continuous improvement. The SIAM Lead acts as the central authority for service governance, enabling consistent service delivery, operational excellence, and alignment with business objectives.Key ResponsibilitiesSIAM Strategy & GovernanceDefine and implement the SIAM operating model, tailored to organizational needs.Establish governance frameworks to manage multi-supplier environments effectively.Develop policies, standards, and procedures to ensure consistent service integration.Multi-Supplier CoordinationAct as the single point of accountability for service delivery across all suppliers.Facilitate collaboration between internal IT teams and external service providers.Ensure clear roles, responsibilities, and interfaces between all parties.Service Performance & AssuranceMonitor service performance against SLAs, OLAs, and KPIs across all suppliers.Lead service reviews, audits, and performance assessments.Drive root cause analysis and resolution of systemic service issues.Process Integration & OptimizationAlign and integrate ITSM processes (incident, problem, change, request, etc.) across suppliers.Promote standardization and automation of service management workflows.Continuously improve processes to enhance service quality and efficiency.Stakeholder EngagementBuild strong relationships with business stakeholders, IT leadership, and supplier executives.Communicate service performance, risks, and improvement plans clearly and regularly.Act as a trusted advisor on service integration and supplier management.Risk & Compliance ManagementEnsure compliance with contractual obligations, regulatory requirements, and internal policies.Identify and mitigate risks related to service delivery and supplier performance.Maintain documentation and audit trails for governance and accountability.Commercial & Contractual OversightSupport procurement and contract negotiations with service providers.Ensure contracts include clear service expectations, performance metrics, and escalation paths.Manage supplier onboarding, transitions, and exits with minimal disruption.Tooling & Technology EnablementOversee the selection and implementation of SIAM-enabling tools and platforms.Ensure integration of service management tools across suppliers (e.g., ServiceNow, Remedy).Leverage analytics and dashboards for real-time service visibility and decision-making.Required QualificationsEducation: Bachelor’s or Master’s in IT, Business, or related fieldExperience: 10+ years in IT Service Management, with 5+ years in multi-supplier or SIAM leadership rolesCertifications: ITIL Expert / Managing Professional; SIAM Foundation or Professional preferredSkillsStrategic thinking, supplier governance, ITSM process expertise, stakeholder management, contract negotiation, performance analyticsPreferred QualificationsExperience in:Large-scale IT transformations or outsourcing programsManaging complex vendor ecosystems across geographiesLeading cross-functional teams in matrixed environmentsCertifications:SIAM ProfessionalPMP, Prince2, or equivalent project/program management credentialsCOBIT, ISO/IEC 20000 familiarity

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