Job Description - SIAM Service Delivery Manager/Lead
Location: London, UK (2 days onsite)
Duration : 6 months
Contract: Inside IR35
Key Responsibilities
1. Accountable for the management of Service Providers' performance against contracted service levels in the Service Integration & Management (SIAM) Tower.
2. Understand IT Services setup, roles of Service Providers, and Supplier SOWs to ensure alignment with agreed work.
3. Build and align the SIAM Target Operating Model, roles, and interfaces with related functions.
4. Manage interdependencies among Service Providers to ensure smooth operations.
5. Foster strong, productive relationships with Service Providers, representing customer interests.
6. Oversee Dispute & Escalation Management for seamless operations.
7. Proactively identify risks and collaborate with Customer & Service Providers for mitigation.
8. Ensure performance reports are published, analyze performance shortfalls, and track KPIs to drive improvements.
9. Set up governance for process & operations performance reviews (, daily, weekly, monthly).
10. Review CSAT, SLAs, OLAs, and contracts to ensure SLAs are met, and intervene when necessary.
11. Convene board meetings with relevant stakeholders to review performance and trends.
12. Ensure adherence to Service Management processes and tools.
13. Lead Continual Service Improvement (CSI) efforts in alignment with customer strategy, tracking CSIs across providers.
14. Lead and mentor the SIAM team, defining day-to-day responsibilities of service management staff.
15. Maintain relationships with Service Provider & Customer Management.
16. Provide subject matter expertise and leadership in service management.
Skills Required:
17. Previous experience as an Operations or Service Delivery Manager preferred.
18. Strong relationship management skills with stakeholders, senior management, and external providers.
19. Expertise in coordination, negotiation, and persuasion.
20. Excellent verbal and written communication skills, with the ability to influence at all levels.
21. Strong problem-solving skills and ability to break down complex problems.
22. Effective organizational, delegation, and resource management skills.
23. Supervisory experience with the ability to leverage support across the organization.
24. Proven expertise in managing senior management-level stakeholders.
25. High political and business awareness with sensitivity to organizational dynamics.
26. Program/project management skills and experience are advantageous.
Reference
CR/125375_1743660711