ITSM Specialist

Job Title

ITSM Specialist (Service Integration and Management)

Role Purpose

The SIAM Specialist is responsible for designing, implementing, and operating the Service Integration and Management (SIAM) framework to ensure seamless end-to-end service delivery across multiple service providers. This role focuses on governance, integration, performance management, and continuous improvement of IT services to deliver consistent business outcomes.

Key Responsibilities

Service Integration & Governance

• Define, implement, and maintain the SIAM operating model across internal teams and external service providers
• Act as the primary integrator to ensure cohesive end-to-end service delivery
• Establish and enforce service management governance, policies, standards, and procedures
• Ensure clear accountability and ownership across all service providers

Vendor & Supplier Management

• Coordinate multiple suppliers to ensure aligned service delivery and collaboration
• Own and manage service integration aspects of supplier contracts, OLAs, and SLAs
• Conduct regular service reviews with suppliers and stakeholders
• Drive issue resolution across suppliers, including dispute management

Service Performance Management

• Monitor, analyze, and report on service performance, KPIs, and SLAs
• Ensure consistent incident, problem, change, and request management processes across providers
• Lead cross-provider root cause analysis and service improvement initiatives
• Ensure service continuity, resilience, and availability targets are met

Process & Continuous Improvement

• Standardize and optimize ITSM processes (Incident, Problem, Change, Release, Service Request, etc.)
• Identify service risks, gaps, and improvement opportunities across the service chain
• Drive continuous improvement initiatives to improve customer experience, service quality, and cost efficiency
• Support service transition and onboarding of new suppliers or services

Stakeholder Engagement

• Act as a key liaison between business stakeholders, internal IT teams, and service providers
• Provide clear communication and reporting on service status, risks, and improvements
• Support senior management with insights and recommendations on service integration strategy

Required Skills & Experience

Essential

• Proven experience in SIAM, IT Service Management, or Service Integration roles
• Strong working knowledge of ITIL (v3 / v4) practices and service lifecycle management
• Experience managing multi-vendor environments and complex service ecosystems
• Strong understanding of SLAs, OLAs, KPIs, and service performance reporting
• Excellent stakeholder management and communication skills
• Strong analytical and problem-solving capabilities

Desirable

• Experience with large-scale outsourcing or managed service environments
• Familiarity with service management tools (e.g., ServiceNow, Remedy, JSM)
• Experience supporting digital transformation or cloud-based services (AWS, Azure, SaaS)
• Knowledge of governance, risk, and compliance in IT services

Qualifications & Certifications

• Bachelor’s degree in IT, Computer Science, Engineering, or related field (or equivalent experience)
• ITIL 4 certification(Foundation minimum; Managing Professional preferred)
• SIAM Foundation / Professional certification (highly desirable)

Soft Skills & Attributes

• Strong leadership and influencing skills
• Ability to work across organizational boundaries
• Structured, detail-oriented, and outcome-focused
• Comfortable operating in complex, fast-paced environments

Success Metrics

• Improved end-to-end service performance and customer satisfaction
• Consistent SLA achievement across all service providers
• Reduced service disruption and faster issue resolution
• Effective collaboration and alignment across suppliers and stakeholders

Argyll Scott Asia is acting as an Employment Agency in relation to this vacancy.