Skills

Communication Leadership Monitoring Stakeholder Management Coaching Team Leadership

Job Specifications

Role: Head of SIAM (Service Integration and Management)
Location: London OR Reading, UK
Work Mode: Permanent - Onsite 5 days
Role Overview:
The Head of SIAM will lead the Service Integration and Management function for a major telecommunications client. This role is responsible for governing a multi-supplier operating model, ensuring seamless collaboration between internal teams and external vendors to deliver end-to-end service performance and SLA compliance.
The position demands strategic leadership, strong supplier coordination, and deep expertise in SIAM and ITIL frameworks, while managing a team of 50+ professionals.
1. SIAM Strategy & Governance
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.
2. SLA & KPI Management
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.
3. Supplier Coordination & Relationship Management
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.
4. Stakeholder Engagement
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.
5. Transformation & Automation
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.
6. Team Leadership
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 (eg, 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.
Preferred Certifications:
SIAM Foundation or Professional
ITIL Expert or Managing Professional
Telecom-specific certifications (eg, TM Forum, eTOM)

About the Company

Thrive IT Systems offers IT Consulting and IT fulfillment services for small and medium sized businesses. We help clients achieves cost benefits and Real Cost of Ownership RCO. Our Core competencies are in the areas of ERP's, Web development, SAN Storage, DR/Backup Solutions, VMware, Server Virtualization, Cloud Computing Technologies, Software Engineering specialist Recruitment & IT Service Company. Our primary focus is on FULFILLMENT on all IT related services in line with the business goals. Partner for Partner Model A... Know more