Summary: The SIAM Service Delivery Manager/Lead role in London involves overseeing the performance of service providers within the Service Integration & Management (SIAM) framework. The position requires building relationships with stakeholders, managing interdependencies, and ensuring adherence to service management processes. The role is contract-based for six months and requires a hybrid working arrangement with two days on-site. It is classified as inside IR35.

Key Responsibilities:

• Accountable for the management of Service Providers' performance against contracted service levels in the Service Integration & Management (SIAM) Tower.
• Understand IT Services setup, roles of Service Providers, and Supplier SOWs to ensure alignment with agreed work.
• Build and align the SIAM Target Operating Model, roles, and interfaces with related functions.
• Manage interdependencies among Service Providers to ensure smooth operations.
• Foster strong, productive relationships with Service Providers, representing customer interests.
• Oversee Dispute & Escalation Management for seamless operations.
• Proactively identify risks and collaborate with Customer & Service Providers for mitigation.
• Ensure performance reports are published, analyze performance shortfalls, and track KPIs to drive improvements.
• Set up governance for process & operations performance reviews (e.g., daily, weekly, monthly).
• Review CSAT, SLAs, OLAs, and contracts to ensure SLAs are met, and intervene when necessary.
• Convene board meetings with relevant stakeholders to review performance and trends.
• Ensure adherence to Service Management processes and tools.
• Lead Continual Service Improvement (CSI) efforts in alignment with customer strategy, tracking CSIs across providers.
• Lead and mentor the SIAM team, defining day-to-day responsibilities of service management staff.
• Maintain relationships with Service Provider & Customer Management.
• Provide subject matter expertise and leadership in service management.

Key Skills:

• Previous experience as an Operations or Service Delivery Manager preferred.
• Strong relationship management skills with stakeholders, senior management, and external providers.
• Expertise in coordination, negotiation, and persuasion.
• Excellent verbal and written communication skills, with the ability to influence at all levels.
• Strong problem-solving skills and ability to break down complex problems.
• Effective organizational, delegation, and resource management skills.
• Supervisory experience with the ability to leverage support across the organization.
• Proven expertise in managing senior management-level stakeholders.
• High political and business awareness with sensitivity to organizational dynamics.
• Program/project management skills and experience are advantageous.

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: Other