Service Integration Lead

We are looking for a Service Integration Lead to own end-to-end service integration and cross-tower orchestration run the Major Incident Management (MIM) process and act as a single point of accountability for service governance.

• Design operate and mature the SIAM framework across all the clients towers and external suppliers
• Own the Major Incident Management process end-to-end: bridge coordination RCA facilitation PIR delivery and action tracking
• Chair weekly/monthly service reviews with the client retained IT present cross-tower SLA dashboards trend analysis and improvement plans
• Manage the operational interface between EPAM towers (T1 Apps T2 Data T3 Infra T4 Workplace) routing rules escalation matrices OLA definitions
• Coordinate with third-party vendors (AWS Microsoft CyberArk Tanium Cloud9) on incident handoffs change coordination and contract-level escalations
• Define and enforce the change management process: CAB coordination change calendar risk assessment and post-implementation review
• Drive problem management: trend identification from incident data problem tickets known error database maintenance
• Ensure NIS2 compliance alignment for cross-tower incident response and reporting obligations
• Partner with the AI Ops FTE to automate ticket routing escalation prediction and MIM notification workflows

• 7 years in ITSM/SIAM roles at least 3 years in a multi-tower or multi-supplier integration function
• ITIL 4 Managing Professional or Strategic Leader (SIAM Professional certification a strong plus)
• Demonstrated MIM ownership in a 247 environment (bridge management C-level comms under pressure)
• Deep experience with ServiceNow (or equivalent) CMDB SLA management and reporting modules
• Understanding of OLA/UC structures in outsourced delivery models
• Fluent English; German is a strong advantage

• SIAM Foundation/Professional (Scopism or BCS accredited)
• Experience in energy utilities or critical infrastructure sectors
• Familiarity with NIS2 / ISO 27001 incident reporting requirements
• Background in service transition