SIAM Specialist

The SIAM Specialist - Incident is accountable for the effective operation, governance, and continual improvement of the Incident Management process across a complex, multi-supplier environment. The role provides hands-on leadership during major and business-critical incidents, coordinates timely restoration of services, and ensures that internal teams and service providers work as one integrated service ecosystem.

This is not a purely business-as-usual coordination role. The position will help shape and embed evolving service management capabilities, controls, ways of working, and governance as the organization progresses through service transformation. The successful candidate must be comfortable operating in a fast-changing, ambiguous, and at times unstructured environment while maintaining control, urgency, and clear accountability.

The successful candidate is calm under pressure, direct without being abrasive, comfortable challenging senior and technical stakeholders, and willing to act when delay creates business risk. They combine operational discipline with a transformation mindset: able to restore control during incidents today while building better processes, behaviors, and service integration for tomorrow.

Key Responsibilities:

Incident Management Process Ownership

• Own the end-to-end Incident Management process, including process design, governance, controls, roles, measures, documentation, adoption, and continual improvement.
• Ensure incidents are consistently prioritized, assigned, escalated, communicated, resolved, and closed across internal teams and multiple service providers.
• Use service data and operational insight to identify recurring failure points, control gaps, and opportunities to improve restoration speed, service quality, and customer experience.
• Provide process guidance, coaching, and challenge to resolver groups and suppliers when agreed practices are not being followed.

SIAM and Multi-Supplier Governance

• Act as an integration point across business stakeholders, internal teams, and external service providers to drive cohesive end-to-end service outcomes.
• Monitor and challenge supplier performance against relevant SLAs, OLAs, KPIs, and operational commitments, with particular attention to cross-supplier handoffs and shared accountability.
• Prevent gaps between providers from delaying restoration or obscuring ownership. Escalate decisively where collaboration, evidence, or recovery performance is insufficient.
• Contribute to service reviews, operational governance forums, supplier improvement plans, and service performance reporting.

Transformation and Capability Maturity

• Help design, implement, and embed improved Incident Management and related service management practices during the organization's transformation journey.
• Translate target operating model and process requirements into practical workflows, controls, measures, role clarity, training, and adoption activities.
• Work effectively where processes, accountabilities, data, tooling, and supplier relationships are still maturing. Introduce structure pragmatically without losing momentum.
• Challenge ineffective legacy practices constructively and support stakeholders through changes in roles, behaviors, governance, and ways of working.

Service Availability and Resilience

• Work with service owners, technology teams, and suppliers to monitor availability risks, service vulnerabilities, recurring degradation, and recovery dependencies.
• Support the review of service availability performance and contribute to improvement plans for critical services.
• Coordinate operational response where availability thresholds or resilience risks require cross-team action.

Business Continuity and Disaster Recovery

• Participate confidently in business continuity and disaster recovery planning, exercises, simulations, and live invocations for technology services.
• Coordinate communications, actions, escalation, and stakeholder engagement during resilience events, including direct engagement with senior leadership when invocation or major recovery decisions are required.
• Capture lessons, track remediation actions, and help translate exercise findings into improved operational readiness, recovery procedures, and service controls.

Leadership, Communication, and Upward Management

• Communicate with authority, composure, and clarity during high-pressure situations, adapting the level of technical and business detail to the audience.
• Manage upwards proactively, including beyond the immediate manager's level, by surfacing material risks, decisions, dependencies, and required interventions early and with clear recommendations.
• Influence without relying on formal authority and hold stakeholders, resolver groups, and suppliers accountable for agreed actions and outcomes.
• Make sound decisions with incomplete information, distinguish facts from assumptions, and maintain an accurate operational picture during rapidly evolving events.

Qualifications:

• Bachelor's degree in Information Technology, Business, Engineering, or a related discipline, or equivalent relevant professional experience.
• At least 7 years of experience in IT Service Management, Service Integration, or Service Delivery within a complex, multi-vendor, or globally distributed environment.
• Demonstrable process ownership or process management experience in Incident Management, beyond ticket coordination or service desk supervision.
• Practical experience leading major incidents and running major incident bridges involving multiple technical teams, suppliers, and senior business stakeholders.
• Experience working across related practices, including Major Incident Management, Problem Management, Change Enablement, service availability, service continuity, and knowledge management.
• Experience coordinating emergency changes and supporting business continuity or disaster recovery exercises, simulations, or live recovery events.
• Experience implementing or maturing service management processes, governance, measures, tooling workflows, or operating models during transformation.
• Experience using an enterprise ITSM platform. ServiceNow experience is strongly preferred.
• Experience producing concise executive communications, operational reports, post-incident reviews, and improvement plans.
• ITIL 4 Foundation certification required. ITIL Practice Manager, Managing Professional, or relevant advanced practice certification is an advantage.
• SIAM Foundation certification preferred. SIAM Professional certification is an advantage.
• Relevant certification or practical training in business continuity, disaster recovery, crisis management, or major incident management is an advantage.