Head of SIAM

Are you a strategic thinker with a passion for driving service excellence?

We're looking for a dynamic Head of SIAM to lead the strategy, delivery, and quality of our end-to-end IT services across Downer. In this pivotal role, you'll manage relationships with our IT service delivery partners, oversee seamless service operations, and champion continuous improvement. Your leadership will ensure our technology services are reliable, innovative, and customer-focused, empowering our people and enabling business success.

Key Responsibilities

• Lead & Deliver: Define and oversee the SIAM operating model, processes, and governance across all partners and internal IT teams.
• Service Excellence: Establish and maintain service management processes in line with ITIL best practices, ensuring adherence to SLAs and KPIs.
• Vendor & Partner Management: Oversee multiple service providers and vendors, ensuring cohesive and seamless service delivery.
• Continuous Improvement: Identify and drive initiatives to enhance service quality, efficiency, and customer satisfaction.
• Strategic Collaboration: Work closely with the CIO, Business Unit Technology Leads, and senior stakeholders to present performance insights and agree on improvement activities.
• End-to-End Oversight: Support service design, transition, operations, and incident resolution for critical business services.
• Change Leadership: Champion and embed new approaches, tools, and technologies to keep Downer at the forefront of service management.

What You Will Bring

• Proven Leadership: Minimum 5 years' experience in SIAM or IT service leadership roles in large enterprise environments.
• Technical Acumen: Strong knowledge of IT infrastructure, systems, applications, and service management tools such as ServiceNow, Remedy, or Jira Service Management.
• Process Mastery: In-depth understanding of SIAM principles, ITIL frameworks, and best practices, with a track record of applying them successfully.
• Stakeholder Influence: Excellent communication skills, with the ability to engage effectively at all levels — from technical teams to executive leadership.
• Commercial & Strategic Insight: Experience managing vendor contracts and driving value from strategic partnerships.
• Problem Solving: Strong analytical skills to identify root causes, assess risks, and deliver effective solutions.
• Commitment to Zero Harm: A proactive approach to creating safe, healthy, and positive work environments.

Benefits Of Working with Downer

• Work with an ASX listed company, working with market leaders.
• Grow your career with us, we are passionate about giving our people opportunities to grow through personal and professional development and continuous learning:
• Professional development programs
  • Access to professional memberships and industry networks
• Be part of a team that cares, we foster a work environment built on support that is flexible around our employee's wellbeing needs:
• Flexible work arrangements
  • Parental leave
  • Employee Assistance Program
  • Programs promoting diversity and inclusion
• A range of Corporate Benefits, including:
• Discounted services (car hires, hotels, insurance, retail stores, gyms)

Why Downer?

As a trusted name in infrastructure, transport, facilities management, and construction, Downer is committed to delivering projects that create a lasting, positive legacy. We're committed to building a team that reflects the diverse communities we serve, and we welcome people of all ages, genders, sexual orientations, cultures, abilities, and lived experiences. We especially encourage applications from those whose voices have traditionally been underrepresented in our industry, including women, Aboriginal and Torres Strait Islander Peoples, Māori and Pasifika Peoples, veterans, people with disability, and neurodivergent individuals. Even if your experience doesn't align perfectly with this role, we'd still like to hear from you. If it feels like the right fit, apply - potential counts, and so do you.

As a WORK180 Endorsed Employer, we support flexibility that works for your life, inclusive leadership that values your voice, and equitable access to opportunity so you can do your best work and bring your whole self to it.