SIAM Operations Specialist

1 week ago

Sydney, New South Wales, Australia beBeeSiam Full time $160,000 - $220,000

SIAM Lead Job Description

Job Overview:

The successful candidate will drive outcomes through seamless coordination with suppliers and internal teams. This role requires a deep understanding of SIAM and ITSM processes, as well as leadership skills to manage and drive client discussions under high-pressure production management environments.

Key Responsibilities:

  • Lead a team of 10 service management resources effectively to ensure that client escalations related to SIAM are managed end-to-end.
  • Plan and execute the institutionalization of SIAM processes through SIAM Operating Model.
  • Provide ITSM process training to practitioners (Train the trainer) and refresher trainings as required.
  • Conduct process awareness checks from time to time to ensure the team's process knowledge is updated and they are aware of process revisions.
  • Assist the account team by helping to identify and investigate process-related problems, issues, and circumstances and provide recommendations, alternatives, risks, and benefits to the involved.
  • Conduct periodic ticket audits on the agreed frequency and analyze trends.
Required Skills and Qualifications:
  • More than 10 years of experience in IT Service Management and SIAM.
  • Good understanding of metrics, SLA, and report generation.
  • Skilled in collaborative management environment, succeeding through ownership, planning skills, regular meetings, follow-up.
  • Strong analytical, mediation, and problem resolution skills.
Bonus Points:
  • Bachelor's degree in Computer Science, Engineering, or relevant IT fields.

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