JOB DESCRIPTION

Job purpose:

As part of Service Management there is a vision to provide a homogeneous, standardized, and effective multi-vendor SIAM framework and toolsets for all necessary ITIL and operational processes (such as Incident, Problem, Knowledge, Change & Release, Service Request, Service continuity and Catalog management etc.)

Service Integration & Management (SIAM) Lead will be responsible to establish the SIAM framework encompassing KONE IT, Vendors and Suppliers/Partners ensuring all achieve their strategic goals, meet contractual obligations, and provide Enterprise level best in class service.

Our ideal candidate should have a minimum of 15 years of overall experience, 5+ years of relevant Multi Supplier Integration/ SIAM experience working on Design, Implementation, Governance and Delivery Operations. He/she will be accountable and responsible for managing the entire SIAM Operations.

Roles & Responsibilities:

• Implementing the SIAM practice across the organization by leveraging existing tooling products to facilitate the homogeneous and consistent approach
• Key enforcer for the compliance against the agreed ITSM policies and processes by facilitating effective coordination with teams across the organization
• Role demands end-to-end responsibility of managing, communicating, escalating, investigating, and providing resolution for any open issues in and around SIAM
• Ensures timely updates with sufficient quality to any escalations /concerns, acts as an escalation focal point, identifies, and resolves conflict and bottlenecks
• Handle Dispute Management and Escalation Management to ensure smooth Operations
• Responsible for SIAM service offerings, service design & implementation setup governance models and operationalize SIAM Framework
• Business leadership throughout the Service Integration solution implementation cycle starting with selection of a configuration approach based on specific enterprise needs, articulating the approach to various audiences, and eventually validating that the solution delivery fits the business and technical requirements
• Responsible for the design, implementation and maintenance of SIAM policies, processes, and procedures
• Extraordinarily strong Influential relationship management skills with stakeholders, senior management, colleagues, 3rd party vendors and external partners/suppliers
• Manage the transition and design of the SIAM organization to an operational state, including any required staffing, processes, and strategic direction
• Work with various stakeholders to onboard the different Service Management Functions and Modules and Integrate them through Service Now Platform
• Analyze, understand, and continuously manage interdependencies within the Service Providers for smooth Operations
• Identify potential risks proactively and highlight with respective stakeholders for timely mitigation.
• Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and track KPIs to initiate improvements.
• Setup required Governance to ensure process and operations performance is reviewed at various levels e.g., Operational resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g., Daily, Weekly, Monthly, quarterly.
• Ensure Process Compliance, Adherence and Maintenance of Service Management Process and Tools.
• Govern the Continual Service Improvement in conjunction with KONE ‘s strategy and drive it across Service Providers.
• Track and Report CSIs across Providers.
• Leads the SIAM capability and drives its efficiency and effectiveness.
• Build and Mentor SIAM team, defines and coordinates day-to-day responsibilities of service management staff.
• Provides subject matter expertise and leadership in service management

Competency:

• Service Integration and Management (SIAM) Practitioner, ITIL Intermediate / Expert, ITIL 4 Managing Professional
• Understanding of Lean, Agile and DevOps concepts/methodology
• Extensive knowledge and understanding of ITSM tool with reporting and configurations in ServiceNow. 

Certification requirement:

• ITIL intermediate/Expert
• Service Integration and Management (SIAM) Foundation / Professional Certified
• ServiceNow Knowledge
• Program/project management skills and experience advantageous

Job specific skills:

People Management - Lead, motivate, and coach a team of SIAM Team Members

Lead SIAM Related Trainings, Recruitment, and Performance management

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

Coordination, negotiation, and persuasion skills

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

Teamwork - Excellent team skills, both as a leader and as a team player.

Technical understanding (basic Infra and Application services)

A proven expert in managing multiple stakeholders at all levels of the organization, specifically at senior management level

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.