Lead enterprise-scale IT Service Integration and Management (SIAM) operations, focusing on enhancing service delivery excellence and operational governance in complex multi-vendor environments. This role is pivotal in optimizing processes, bolstering customer experience, and driving proactive IT operations through advanced governance frameworks and AIOps.

Drive strategic improvements in ITSM governance, incident management, vendor oversight, and service quality assurance across large-scale IT landscapes. Establish a mature governance operating model by collaborating with cross-functional teams, MSPs, and business stakeholders.

Key focus areas include improving IT operations governance, reducing major incidents, enhancing customer experience, strengthening vendor accountability, and standardizing ITSM operational practices.

Establish and operationalize SIAM governance frameworks across multi-vendor IT ecosystems and drive Service Delivery Excellence for Incident, Problem, Change, and Major Incident processes.

Lead governance for Incident, Problem, Change, and Major Incident Management, focusing on reducing recurring P1/P2 incidents through robust RCA and PIR processes. Ensure high-quality documentation and improve incident triaging and escalation effectiveness.

Define vendor accountability models and governance mechanisms, establishing measurable KPIs, SLAs, and OLAs. Conduct operational governance reviews with vendors and drive continuous service improvement programs.

Review and improve existing ITSM operating models, customer experience, and communication standardization. Establish operational maturity roadmaps and phased governance transformation strategies.

Support the introduction of AIOps capabilities, collaborating on automated triaging, event correlation, and RCA insights to enable predictive operational governance.

Requires a minimum of 10 years of relevant experience in Vendor Management, SIAM, ITSM Governance, Major Incident Management, Service Delivery Governance, or Managed Services Operations.

Mandatory skills include strong experience in SIAM/ITSM Governance/Service Delivery Governance, hands-on experience in Incident, Problem, Change, and Major Incident Management, and a solid understanding of ITIL processes and governance frameworks.

Proficiency in operational governance, RCA management, service improvement programs, and managing MSP/vendor governance models is essential. Excellent stakeholder management, executive communication, governance reporting, and KPI management skills are required.

Preferred skills encompass exposure to AIOps, operational automation platforms, ServiceNow ITSM modules, and an understanding of enterprise infrastructure and application support models.

Candidates should possess a strong analytical and governance mindset, with the ability to drive operational transformation, engage stakeholders effectively, and challenge operational inefficiencies. A Bachelor’s degree in Engineering, Information Technology, Computer Science, or a related field is required, with ITIL Certification preferred.