Title: Head of SIAM

Location: London/Reading

Type: Permanent

Responsibilities:

• Define and implement the SIAM operating model for a multi-supplier environment, ensuring alignment with client objectives and regulatory requirements.
• Establish governance frameworks to manage service integration across all suppliers and internal teams.
• Drive accountability for end-to-end service delivery and performance across the ecosystem.
• Own and enforce SLA compliance across multiple suppliers and internal service providers.
• Define, monitor, and report KPIs for service availability, incident resolution, and customer experience across the integrated supply chain.
• Implement proactive measures to reduce MTTR and improve service reliability across all vendors.
• Act as the primary liaison between the Customer and multiple suppliers, ensuring smooth collaboration and issue resolution.
• Conduct joint service reviews with suppliers to track performance and drive continuous improvement.
• Negotiate service improvements and resolve escalations across the vendor ecosystem.
• Serve as the key point of contact for Customer leadership on integrated service performance and risks.
• Provide clear, data-driven updates on SLA compliance, supplier performance, and improvement plans.
• Build strong relationships with client stakeholders and supplier partners to ensure alignment and transparency
• Lead SIAM transformation initiatives, introducing automation and AI-driven solutions for proactive monitoring and resolution.
• Deploy modern ITSM and SIAM tools, ensuring integration with OSS/BSS systems for seamless operations.
• Lead and inspire a team of 50+, including service managers and governance leads.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Develop talent through mentoring, coaching, and structured career progression plans.

Must-Have Skills:

• Proven experience in SIAM frameworks and multi-supplier governance within telecom or large enterprise environments.
• Strong expertise in SLA/KPI management across complex vendor ecosystems.
• Demonstrated ability to lead large teams (50+ FTEs) and manage supplier relationships.
• Deep knowledge of ITIL and SIAM practices, OSS/BSS systems, and ITSM tools (e.g., Helix & Remedy).
• Excellent stakeholder management and executive communication skills.

Required Qualifications:

• Bachelor’s degree in Telecommunications, IT, or related field (master’s preferred).
• 15+ years of experience in IT Service Management and SIAM within telecom or large-scale multi-supplier environments, including 7+ years in senior leadership roles.