SIAM Consultant

Position Description

Job Summary

As a member of the SIAM team, your role involves the management of multiple service providers to ensure that they work together effectively, delivering consistent and high-quality IT services to the organization.

Job Responsibilities

Your main responsibilities as a member of the SIAM team are, but not limited to, the following:

• Service Integration: Coordinating and integrating services from different internal and external suppliers to provide a cohesive, seamless service experience for the business.
• Supplier Management: Managing and monitoring the performance of multiple service providers to ensure they meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Process Design and Optimization: Developing and implementing processes to ensure efficient service delivery, continuous improvement, and alignment with business objectives.
• Incident and Problem Management: Ensuring timely resolution of service incidents and problems by coordinating across different service providers and minimizing service disruptions.
• Governance and Compliance: Establishing governance frameworks to monitor service provider performance and ensure compliance with contractual obligations and industry standards.
• Stakeholder Management: Acting as the primary point of contact between service providers, the business, and internal IT teams, ensuring that communication is clear and expectations are met.
• Risk Management: Identifying and mitigating risks associated with multi-vendor environments, including dependency management, service continuity, and conflict resolution.
• Reporting and Analytics: Producing performance reports, analyzing service delivery metrics, and recommending improvements to optimize service efficiency and customer satisfaction.
  
  

Skills and Knowledge

• Technical Skills
• IT Service Management (ITSM): Proficiency with ITSM frameworks (e.g., ITIL) sand an understanding of how to apply in a multi-vendor environment.
• Service Level Management (SLM): Ability to define, monitor, and enforce Service Level Agreements (SLAs) across different service providers.
• Supplier and Contract Management: Experience in negotiating and managing contracts with multiple vendors, ensuring adherence to agreed-upon terms.
• Risk and Compliance Management: Identifying, managing, and mitigating risks associated with multi-supplier service delivery. Ensuring compliance with regulations and organizational standards.
• Process Management: Strong process design and management skills for defining and optimizing service delivery processes and workflows.
• Analytical and Problem-Solving Skills:
• Root Cause Analysis: Proficiency in problem-solving techniques to resolve incidents and identify the root cause of service failures.
• Data Analytics: Ability to analyze performance data, generate reports, and provide actionable insights to improve service quality.
• Performance Monitoring: Use of tools to monitor service delivery, evaluate KPIs, and track the performance of vendors and services.
• Communication and Collaboration
• Stakeholder Management: Excellent interpersonal and communication skills for managing relationships between service providers, business units, and internal teams.
• Negotiation: Strong negotiation skills to handle contract disputes, service delivery issues, and align multiple vendors with business goals.
• Conflict Resolution: Capable of resolving conflicts among service providers and maintaining a positive working relationship to ensure smooth operations.
• Service Management Frameworks
• ITIL (Information Technology Infrastructure Library): In-depth knowledge of ITIL practices for service management, including incident, problem, change, and release management.
• COBIT (Control Objectives for Information and Related Technologies): Familiarity with COBIT for managing IT governance and service delivery.
• Agile/DevOps: Understanding of Agile methodologies and DevOps practices that promote continuous integration and improvement in service delivery
• Vendor Management
• Multi-Supplier Ecosystem: Knowledge of managing multiple suppliers, understanding their different roles, and ensuring that they deliver as part of a cohesive service ecosystem.
• Governance Models: Knowledge of governance frameworks to manage vendor compliance, performance, and risk in service integration.
• Sourcing Strategies: Understanding of sourcing models and strategies (e.g., outsourcing, co-sourcing) and their implications for service delivery.
  
  

Capabilities:

• Leadership:
• Strategic Thinking: Ability to align service integration efforts with broader organizational goals and create long-term value through effective service management.
• Team Leadership: Capability to lead cross-functional teams, including internal staff and external service providers, to achieve unified service objectives.
• Change Management: Ability to drive organizational change, ensuring that service providers adapt to new processes and technologies seamlessly.
• Operational Excellence:
• Continuous Improvement: Capacity to implement continuous improvement initiatives to enhance service delivery performance and efficiency.
• End-to-End Service Accountability: Responsibility for the seamless end-to-end delivery of services from multiple vendors, ensuring there are no gaps or failures in the service chain.
• Resilience and Adaptability: Ability to handle dynamic environments, quickly adapting to changes in service requirements, vendor performance, or business needs.
• Customer-Centric Approach:
• Focus on Service Outcomes: Capability to focus on delivering the desired outcomes for the business, rather than just managing inputs and activities.
• Customer Satisfaction: Understanding and measuring the impact of services on end users and taking steps to ensure high levels of customer satisfaction.
• Tools and Technologies:
• Service Management Tools: Proficiency with service management platforms like ServiceNow, BMC Remedy, or Jira for managing incidents, changes, and SLAs.
• Performance Monitoring Tools: Familiarity with tools for monitoring the performance of services and suppliers.
• Collaboration Platforms: Ability to use collaboration tools (e.g., Microsoft Teams, Slack, SharePoint) to facilitate communication between stakeholders and service providers.
  
  

Experience

• Previous IT support / IT Service Desk Experience / Technical Support Representative.
• Minimum of 3 years experience in the IT Service Desk field.
• Minimum of 1 years experience related to SIAM
  
  

Others

• Willing to work in a shifting schedule (ex. Night shift, weekend shift, holidays, 24/7 Support)
• Willing to work 100% onsite when needed.
• Willing to work in OWS Mckinely Taguig or Alpha Ortigas Site.
  
  

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

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