SIAM Consultant

Job description

Position Description:

Job Summary:

As a member of the Service Integration and Management (SIAM) team, you will support the coordination and governance of services delivered by multiple internal and external service providers.

The role focuses on ensuring that suppliers and internal teams work together effectively as part of an integrated service ecosystem, with emphasis on end-to-end service performance, operational governance, stakeholder collaboration, continual improvement, and consistent delivery of high-quality IT services.

You will work across multiple IT Service Management processes and service providers to help identify service gaps, coordinate actions, monitor performance, support escalations, and drive improvements across the overall service environment.

Your future duties and responsibilities:

Your responsibilities as a SIAM Consultant include, but are not limited to:
• Service Integration: Coordinate services across internal teams and external service providers to support seamless and effective end-to-end service delivery.
• Supplier Performance Management: Monitor supplier performance against agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), service commitments, and operational expectations. Identify performance gaps and ensure appropriate actions and escalations are followed through.
• Service Governance: Support and facilitate operational governance activities, including service reviews, supplier performance discussions, action tracking, escalations, and follow-up of agreed commitments.
• Incident and Problem Management: Coordinate and govern incident and problem activities across multiple teams and suppliers, ensuring clear ownership, timely escalation, appropriate root cause analysis, and follow-through of corrective and preventive actions.
• Major Incident Coordination: Support Major Incident Management activities where required, including coordination across resolver groups and suppliers, stakeholder communication, escalation, and post-incident follow-up.
• Change Management: Support effective coordination and governance of changes involving multiple services, suppliers, or technical teams, helping to identify dependencies, risks, and potential service impacts.
• Service Level Management: Monitor service performance and trends, identify breaches or recurring issues, and work with relevant stakeholders to improve service quality and performance.
• Continual Improvement: Identify opportunities to improve processes, service performance, supplier collaboration, customer experience, and operational efficiency. Support the development and tracking of service improvement initiatives.
• Stakeholder Management: Work closely with business stakeholders, service providers, technical teams, and internal IT functions to maintain clear communication, manage expectations, and support effective service delivery.
• Risk and Escalation Management: Identify operational risks, service dependencies, ownership gaps, and recurring issues within the multi-supplier environment, ensuring these are appropriately managed and escalated.
• Reporting and Analytics: Produce and review service performance reports, analyze trends and recurring issues, and provide actionable insights and recommendations for service improvement.
• Process Governance: Support the implementation, governance, and continual improvement of IT Service Management processes across the service ecosystem.

Skills and Knowledge:
1. IT Service Management
• Good understanding of IT Service Management principles and ITIL practices.
• Practical understanding of Incident, Problem, Change, Service Level, and Continual

Improvement Management.
• Ability to apply ITSM practices within a multi-team or multi-supplier environment.
• Understanding of end-to-end service delivery and the dependencies between different support teams and service providers.

2. SIAM and Supplier Management
• Understanding of Service Integration and Management (SIAM) principles and operating models.
• Experience working with multiple internal and/or external service providers.
• Ability to monitor supplier performance against agreed SLAs, KPIs, and service commitments.
• Understanding of supplier governance, performance management, escalation, and service improvement.
• Ability to identify gaps between suppliers and ensure clear ownership across the service chain.

3. Analytical and Problem-Solving Skills
• Strong analytical and problem-solving skills.
• Ability to perform or support root cause analysis and identify recurring service issues.
• Ability to analyze service performance data, trends, SLA/KPI results, and operational metrics.
• Ability to convert operational findings into practical recommendations and improvement actions.

4. Communication and Collaboration
• Strong verbal and written communication skills.
• Ability to communicate effectively with technical teams, suppliers, management, and business stakeholders.
• Strong stakeholder management and relationship-building skills.
• Ability to facilitate discussions, challenge constructively, and drive agreed actions to completion.
• Ability to manage conflicts and service ownership issues in a professional and collaborative manner.

5. Service Governance
• Understanding of service governance and performance management principles.
• Ability to support service review meetings, operational governance forums, and supplier performance discussions.
• Ability to track actions, risks, issues, and improvement activities through to closure.
• Awareness of contractual obligations and the relationship between service performance and supplier commitments.

6. Tools and Technologies
• Experience using IT Service Management platforms such as ServiceNow, Jira Service Management, BMC Remedy, or similar tools.
• Ability to work with service performance reports, dashboards, and operational data.
• Proficiency with common collaboration and productivity tools such as Microsoft Teams, SharePoint, Excel, and PowerPoint.

Capabilities:
Operational Excellence
• Ability to work effectively within a dynamic, multi-supplier IT environment.
• Strong focus on end-to-end service quality rather than individual team or supplier performance alone.
• Ability to identify service gaps, dependencies, risks, and improvement opportunities.
• Ability to coordinate multiple stakeholders and drive actions through to completion.
• Strong attention to detail and ability to manage several operational priorities simultaneously.

Continual Improvement
• Proactive approach to identifying and driving service improvements.
• Ability to challenge existing ways of working constructively.
• Focus on improving service performance, operational efficiency, supplier collaboration, and customer experience.
Customer and Service Outcome Focus
• Strong focus on overall service outcomes and customer experience.
• Ability to understand how operational performance and supplier behavior affect end users and business services.
• Commitment to delivering consistent, reliable, and high-quality IT services.
Adaptability and Ownership
• Ability to work independently while collaborating effectively with a wider service management team.
• Willingness to take ownership of assigned activities and drive them to completion.
• Ability to adapt quickly to changes in service requirements, priorities, suppliers, technologies, or business needs.

Required qualifications to be successful in this role:

Experience Required:
• Minimum of 3 years of experience in IT Service Management, Service Desk, Technical Support, IT Operations, Service Delivery, or a related IT support environment.
• Minimum of 1 year of experience in SIAM, Service Management, supplier governance, or a comparable multi-provider IT environment.
• Good understanding of ITIL practices and IT service management processes.
• Experience working with ITSM tools and operational service management processes.
• Strong communication, stakeholder management, analytical, and problem-solving skills.

Experience Preferred:
• ITIL Foundation certification or higher.
• SIAM Foundation certification or equivalent SIAM experience.
• Experience using ServiceNow.
• Experience in supplier performance management, service governance, or service level management.
• Experience in Incident, Major Incident, Problem, Change, or Continual Improvement Management.
• Experience working in a multi-supplier or outsourced IT service environment.

Others:
• Willing to work on a shifting schedule, including night shifts, weekends, holidays, and 24/7 support arrangements where required.
• Willing to work onsite when required.
• Willing to work from CGI's McKinley, Taguig or Alpha, Ortigas locations, depending on operational requirements.

Skills:

·  Analytical Thinking
·  English
·  Incident Management
·  IT Service Management
·  ITIL
·  Change Management
·  Problem Management
·  Service Level Management (SLM)
·  Stakeholder management
·  Supplier Management

What you can expect from us:

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.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

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