Matrix42

Position Description:

Role Summary:
CGI is seeking a highly experiencedSIAM Leadto act as the Control Tower for a major European FMCG client (Fazer) undergoing a massive IT transformation. The client is transitioning from a fragmented multi vendor IT landscape to an integrated AI driven and highly automated operating model.
The SIAM Lead will have end to end accountability for cross tower service delivery orchestrating workflows between CGIs Global Delivery Centers (Manila L1 APAC L2 Finland Onsite) and 6 8 primary third party SaaS and infrastructure vendors. A critical aspect of this role is governing ITIL processes (viaMatrix42) and protecting business continuity during the clients high risk transition from legacy SAP ECC to SAP S/4HANA.
Key Responsibilities:
1. Cross Vendor Orchestration & Governance (The Control Tower)

. Act as the ultimate point of escalation and accountability for end to end service delivery across a complex multi vendor ecosystem.
. Draft negotiate and enforce Operational Level Agreements (OLAs) with third party vendors (e.g. SAP Workday network providers) to eliminate grey zones and ticket ping pong.
. Ensure seamless ticket routing and integration between the clients Genesis Cloud omnichannel platform and Matrix42 ITSM system.

2. Major Incident & Problem Management

. Command the Unified Major Incident Management (MIM) process for P1/P2 outages. Host cross vendor War Rooms bringing together CGI infrastructure teams application support and external vendors to drive rapid resolution.
. Transition the client from reactive support to proactive operations by championing AI driven Problem Management ensuring cross vendor Root Cause Analysis (RCA) is completed and actioned.

3. Unified Change Management

. Chair the Unified Change Advisory Board (CAB) mandating that all changes executed by any vendor pass through CGIs SIAM governance.
. Perform rigorous cross tower impact assessments against the Matrix42 CMDB to prevent integration conflicts specifically safeguarding the environment during the legacy to SAP S/4HANA Coexistence Phase.

4. Transformation & Automation Delivery

. Drive aggressive continuous improvement targets specifically executing a roadmap to achieve an 80% First Contact Resolution (FCR) and a 30% reduction in ticket volume over 2 years.
. Collaborate with automation engineers to implement Event to Ticket routing (e.g. integrating PRTG monitoring alerts into Matrix42) and zero touch Identity and Access Management (IAM) runbooks.

Required Skills & Qualifications:

. Experience: 10 years in IT Service Management with at least 3 5 years specifically in a SIAM / Multi Vendor Integration leadership role.
. Certifications: ITIL v4 Managing Professional (MP) or Strategic Leader (SL) highly preferred.
. Tooling Expertise: Deep practical experience with enterprise ITSM platforms. Experience with Matrix42 is a massive advantage. Familiarity with Omnichannel solutions (Genesis Cloud) and monitoring tools (PRTG) is highly desirable.
. Transformation Experience: Proven track record of maturing ITIL processes (CMDB build outs establishing Knowledge Bases) from scratch in a low maturity environment.
. Stakeholder Management: Exceptional communication skills with the authority to command compliance from external third party vendors and present metrics to C level client executives.
. Technical Context: Strong conceptual understanding of ERP environments (SAP ECC / S/4HANA) and hybrid cloud infrastructures (Azure/On Prem) to effectively govern technical CABs.

Success Metrics for this Role:

. Zero SLA penalties attributed to cross vendor routing failures.
. Achievement of 30% ticket volume reduction via shift left and automation strategies.
. 100% compliance of third party vendors adhering to the CGI Unified CAB process.


Notes for the Recruitment Team:

. Please screen specifically for candidates who have managed OTHER vendors. We do not just want an Internal Service Desk Manager; we need an Integrator who knows how to hold external companies accountable to OLAs.
. Candidates with experience working with Nordics/European clients and global delivery models (Philippines/India coordination) will be prioritized

Skills:

• AI Governance
• Analytical Thinking
• Automation 360
• Change Management
• Crisis Communication
• Integration Management
• Problem Management
• Stakeholder management
• Transformational leadership

What you can expect from us:

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