SIAM ITSM

1. REQUIREMENT TEMPLATE SIAM

No. of positions

2

Account Name

KB Metsa

Service Line

SIAM SL

Must have skills - 2 skills which are non-negotiable

SIAM / ITSM

Desirable skills - 1 skill which is nice to have

SIAM

Infosys role

Senior Consultant/Lead Consultant

Desired experience range

10-14years

Location(s) where this position can work out of

Bangalore/Pune/Hyd/Chennai

Does this position require working from client office all or some days in the week If yes pls provide details

To be filled-if have details

Is remote working allowed

Hybrid

Any additional things to be checked

24/7 rotational shifts

Responsibilities and JD in brief along with additional criteria to be considered (if any):

Key Role &
Responsibilities

(ITSM Process Manager)

• Responsible to drive seamless CFS ITSM process governance and management for global clients spanning across varied industry verticals geographies. Lead a team of min 5-10 ITSM process managers
• Act as a focal point for the respective process and ensure adherence and compliance to the CFS ITSM process by all teams groups and stakeholders involved
• Drive seamless CFS ITSM process governance collaborating with all technical teams groups and stakeholders involved in process execution operations
• Facilitate periodic review meetings with client stakeholders to showcase CFS ITSM process performance as per agreed frequency
• Collaborate coordinate with customer suppliers third party vendors and escalate as appropriate incase of significant delays SLA breaches etc
• Drive continuous service improvements (CSI) initiatives to uplift the process performance and ensure seamless process execution
• Generate and publish the ITSM reports dashboards for the respective process with client IT and business stakeholders
• Drive innovations to modernize the process governance and management with adoption and implementation of Gen AI Agentic AI capabilities
• Responsible to spearhead cross functional services (CFS) IT service management (ITSM) engagements for global clients spanning across varied industry verticals geographies. Lead a team of min 5-10 ITSM process managers
• Act as a single point of contact for customers and accountable for seamless delivery operations for CFS ITSM scope of work
• Liase with customer internal and external stakeholders to successfully drive transition transformation and steady state (BAU) operations as part of the engagement.

Key Role &
Responsibilities

(SIAM Lead Offshore SIAM Delivery-Focused / Tactical and Operational Role)

• Liase with onsite SIAM lead internal and external stakeholders to successfully SIAM transformations steady state (BAU) operations as part of the engagement SIAM services in scope
• Manage SIAM BAU team process managers to drive operational execution across all SIAM functions services in scope
• Collaborate coordinate with all teams third party vendors and escalate as appropriate in case of significant delays SLA breaches etc
• Generate and publish SIAM reports dashboards for the in scope SIAM process with client IT and business stakeholders as per agreed frequency
• Establish weekly cadence schedule and conduct service level review and governance meetings with key client stakeholders
• Spearhead implementation innovations to modernize SIAM process governance and management with adoption and implementation of Gen AI Agentic AI capabilities
• Ensure that SIAM BAU team onboarded delivers SIAM services in scope for the client meets and delivers contractual obligations
• Ensure that the client is periodically updated informed on latest technology trends product and platform details liaising with internal teams stakeholders for seamless adoption and implementation
• Account mining proactively identify and explore upstream downstream new business opportunities within the client management and add revenue growth.

Mandatory

Skills & Relevant Experience

• Prior experience in leading SIAM engagements delivery for global clients industry-agnostic
• Good knowledge of SIAM governance framework operating model
• Good interpersonal skills and client stakeholder management

Professional

Certifications

• SIAM Foundation Professional Certified
• ITIL V3 Expert Certified
• Market leading ITSM product related certifications (if any)

Evaluation

Criteria

• Prior experience in SIAM process governance roles BAU operations
• Good knowledge on SIAM best practices
• Good communication skills stakeholder & vendor management in multi-vendor environment
• Client facing role and collaboration