DL
Service Integration and Management
Diverse Lynx India
Location not stated
1 month ago
- ITIL
- ServiceNow
- Incident Management
- PMP
- PRINCE2
1 month ago
Experience Level: 10-15 Years
Location – Chennai
Job Requirements:
• 5+ years in SIAM / Integrated Service Delivery roles.
• Strong knowledge of SIAM operating models, service integration layers, and ITIL v4 practices.
• Proven experience managing multiple vendors / tower-based service providers across infrastructure and applications.
• Hands-on experience with **ITSM tools (ServiceNow preferred) covering Incident, Problem, Change, SLA, CMDB, and Reporting.
• Strong exposure to service governance, OLAs, SLAs, KPIs, and RACI models.
Key Responsibilities:
• Act as the overall SIAM accountable for end-to-end service integration.
• Define, implement, and govern the **SIAM operating model**, policies, and processes.
• Drive collaboration across multiple service providers to ensure **seamless end-to-end service delivery**.
• Own and governance forums (Operational, Tactical, Strategic, QBRs).
• Ensure **SLA/KPI adherence**, service improvement plans, and corrective actions.
• major incident management**, cross-vendor coordination, RCA quality, and prevention.
• Manage **risk, compliance, audits**, and continual service improvement (CSI) initiatives.
• Act as the **single point of accountability** for integrated service outcomes to the customer.
Job Qualifications & Skills:
• Domain: Enterprise IT Services – Infrastructure, Digital Workplace, Network, Applications. Role focuses on **cross-tower service integration and governance** in a multi-vendor environment.
• Soft Skills • Executive and stakeholder communication.
• Education Requirements: Bachelor's / master's in engineering, Computer Science, or equivalent (flexible)
• Certifications: ITIL v4 Managing Professional / Strategic (Preferred)SIAM Foundation / Professional Certification PMP / PRINCE2 (Good to have).
Sample Questions for Training Model:
Technical:1. Explain the SIAM operating model and how it differs from traditional multi-
vendor management.2. How do you ensure end-to-end SLA accountability in a SIAM
environment?3. What challenges are commonly faced in SIAM implementation and how
can they be mitigated?4. Role of ITIL v4 practices in supporting SIAM
governance. Scenario-Based:1. A P1 incident spans multiple vendors and accountability
is unclear. How would you handle this as a SIAM? 2. SLAs are consistently met, but
customer satisfaction remains low. What actions would you take?
Service Integration and Management · Diverse Lynx India