SIAM Service Manager
GdanskSIAM Service Manager
Gdansk
NR REF.: 1156884
The SIAM Service Manager is responsible for ensuring that Company receives the
highest level of service quality and efficiency from Service Providers (both internal and
external) by focusing on the following:
• Accountable for service quality, measurement, and integration with Service Providers, including dayto-
day management and operational escalations as required.
• Partner closely with peer groups, such as Employee Experience, Info Security and Infrastructure,
Hosting & Networks, on performance (including availability and scalability), improvement efforts,
and SLAs.
• Create and maintain positive working relationships with key stakeholders from the business to
ensure employee needs are being met by Service Providers.
As our SIAM Service Manager you will:
• Manage Service Management integration between company business areas and Service
Providers (both internal and external).
• Ensure integration of internally and externally sourced service portfolios.
• Review and align input from demand management for new/changed services and service
requirements.
• Approve/reject emergency change control requests.
• Review/address performance issues with Service Providers.
• Address service fulfillment delivery issues (escalated).
• Build and maintain strong relationships with both internal partners, as well as key contacts from the
Service Provider organizations.
• Have detailed knowledge of the services provided by each Service Provider.
• Understand the impact a service outage may have from the customer perspective.
• Help build cross-team collaboration to drive resolution of issues when multiple Service Providers are
involved.
• Be responsive to internal customer needs.
Key Deliverables:
• Act as an escalation point for Major Incidents and issues that have breached SLAs.
• Participate in Technical and Management Update calls for major incidents as appropriate, providing
regular status updates to key stakeholders.
• Act as a lead on Service Provider integration activities for new Service Providers, and separation
activities for exiting Service Providers.
• Review and approve Service Provider’s development and implementation of action plans that correct
operational and Service Management shortfalls, as well as proactive Continual Service Improvement
activities.
• Provide effective enterprise-wide change management functions, including reviewing and approving
change plans and emergency change requests.
• Conduct weekly / monthly operational review meetings with Service Providers
• Represent GSF/SIO cases.
• Participate in BCP testing.
• Participate in Service Transition activities.
Skills and Experience:
• Experience with the management of major outsourcing contracts.
• Bachelor’s degree, applicable certification, or equivalent experience required.
• Demonstrated experience developing and managing internal and external business relationships.
• Relationship focused – ability to forge excellent relationships with company and Service
Provider team members at all levels.
• Strong written and oral communication skills.
• Highly developed project/program management skills.
• Analytical, root-cause, and solution focused.
• Strong organizational skills.
Gdansk
NR REF.: 1156884
The SIAM Service Manager is responsible for ensuring that Company receives the
highest level of service quality and efficiency from Service Providers (both internal and
external) by focusing on the following:
• Accountable for service quality, measurement, and integration with Service Providers, including dayto-
day management and operational escalations as required.
• Partner closely with peer groups, such as Employee Experience, Info Security and Infrastructure,
Hosting & Networks, on performance (including availability and scalability), improvement efforts,
and SLAs.
• Create and maintain positive working relationships with key stakeholders from the business to
ensure employee needs are being met by Service Providers.
As our SIAM Service Manager you will:
• Manage Service Management integration between company business areas and Service
Providers (both internal and external).
• Ensure integration of internally and externally sourced service portfolios.
• Review and align input from demand management for new/changed services and service
requirements.
• Approve/reject emergency change control requests.
• Review/address performance issues with Service Providers.
• Address service fulfillment delivery issues (escalated).
• Build and maintain strong relationships with both internal partners, as well as key contacts from the
Service Provider organizations.
• Have detailed knowledge of the services provided by each Service Provider.
• Understand the impact a service outage may have from the customer perspective.
• Help build cross-team collaboration to drive resolution of issues when multiple Service Providers are
involved.
• Be responsive to internal customer needs.
Key Deliverables:
• Act as an escalation point for Major Incidents and issues that have breached SLAs.
• Participate in Technical and Management Update calls for major incidents as appropriate, providing
regular status updates to key stakeholders.
• Act as a lead on Service Provider integration activities for new Service Providers, and separation
activities for exiting Service Providers.
• Review and approve Service Provider’s development and implementation of action plans that correct
operational and Service Management shortfalls, as well as proactive Continual Service Improvement
activities.
• Provide effective enterprise-wide change management functions, including reviewing and approving
change plans and emergency change requests.
• Conduct weekly / monthly operational review meetings with Service Providers
• Represent GSF/SIO cases.
• Participate in BCP testing.
• Participate in Service Transition activities.
Skills and Experience:
• Experience with the management of major outsourcing contracts.
• Bachelor’s degree, applicable certification, or equivalent experience required.
• Demonstrated experience developing and managing internal and external business relationships.
• Relationship focused – ability to forge excellent relationships with company and Service
Provider team members at all levels.
• Strong written and oral communication skills.
• Highly developed project/program management skills.
• Analytical, root-cause, and solution focused.
• Strong organizational skills.
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