Sr Administrator (Support & Operations)

Job Summary

SIAM Lead

Key Responsibilities

· The SIAM Lead – is accountable for Service Integration & Management Tower along with Governance for the management of Service Providers performance against the contracted and agreed service levels.

· Must understand the overall setup of IT Services and roles played by various Service Providers

· Must understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOW

· Build the SIAM Target Operating Model, align roles, interfaces with the relating functions

· Analyse, understand and continuously manage interdependencies within the Service Providers for smooth Operations

· Establish and maintain strong, productive and collaborative relationships with the Service Providers

· Understand business drivers, customer strategy and act as a face of the customer to the Service Providers

· Handle Dispute Management & Escalation Management to ensure smooth Operations

· Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation

· Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements

· Setup required Governance to ensure process & operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, Quarterly

· Regular review of CSAT, SLAs, OLAs and underpinning contracts; ensure regular monitoring of SLAs & intervention if SLAs are endangered

· Convenes the board with representatives of relevant processes, services, operations management and the customer

· Reviews and agree current performance levels and trends

· Ensure Process Compliance, Adherence & Maintenance of Service Management Process & Tools

· Govern the Continual Service Improvement in conjunction with customers strategy and drive it across Service Providers.

Track & Report CSIs across Providers:

· Leads the SIAM Tower and drives its efficiency and effectiveness . Mentors SIAM team, defines and coordinates day-to-day responsibilities of service management staff

· Maintains relationship with Service Provider & Customer Management

· Provides subject matter expertise and leadership in service management

Skill Requirements

Candidate who has worked as Operations or Service Delivery Manager will be preferred

· Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.

· Coordination, negotiation, and persuasion skills

· Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills

· Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve

· Ability to organize, delegate, and leverage resources to accomplish objectives

· Supervisory skills and the ability to leverage support from other parts of the organization

· Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level.

· Demonstrate a very high level of political and business awareness; acutely aware of organisational sensitivities.

· Program/project management skills and experience advantageous

Other Requirements

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