SIAM Service Delivery Manager / Lead (m/f/d)

HCLTech Germany; Stuttgart; Hybrid; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

HCLTech Germany is seeking a SIAM Service Delivery Manager / Lead to drive service integration and governance in a complex multi-vendor environment for a major automotive client in Germany. In this client-facing role, you will oversee SIAM, supplier governance, service performance, and continual service improvement across a multi-provider ecosystem.

You will lead cross-provider governance, manage SLAs/OLAs/KPIs, mentor teams, and coordinate senior stakeholders.

Qualifikationen

• Proven experience in Service Delivery and SIAM roles.
• Strong ITIL knowledge and ITSM framework understanding.
• Experience managing multiple suppliers and governance programs.

Aufgaben

• Lead the SIAM function across multiple service providers.
• Ensure services meet SLAs, OLAs, KPIs, contracts, and SOWs.
• Build and maintain the SIAM Target Operating Model and governance framework.

Kenntnisse

SIAM governance

ITIL

Stakeholder management

Multi-vendor governance

Service delivery

SLA/OLA/KPI management

Negotiation

Conflict resolution

Analytical thinking

Risk management

Tools

ServiceNow

ITSM tooling

Jobbeschreibung

Are you an experienced SIAM, ITSM, or Service Delivery professional looking to drive service integration and governance in a complex multi-vendor environment?

HCLTech is seeking a SIAM Service Delivery Manager / Lead to support a major automotive customer in Germany. In this client-facing role, you will be responsible for overseeing Service Integration & Management (SIAM), supplier governance, service performance, stakeholder management, and continual service improvement across a multi-provider ecosystem.

Your Responsibilities

• Lead the Service Integration & Management (SIAM) function and governance activities across multiple service providers.
• Ensure suppliers deliver services in line with agreed SLAs, OLAs, KPIs, contracts, and Statements of Work (SOWs).
• Build and maintain the SIAM Target Operating Model, including roles, responsibilities, interfaces, and governance framework.
• Analyze and manage cross-provider dependencies to ensure smooth service delivery and operational excellence.
• Act as the customer-facing representative towards service providers and align service delivery with business objectives.
• Establish and maintain strong relationships with suppliers, stakeholders, senior management, and customer representatives.
• Lead dispute resolution, escalation management, and risk mitigation activities.
• Monitor service performance and drive improvements based on SLA, KPI, OLA, and CSAT results.
• Organize and facilitate governance meetings at operational, tactical, and strategic levels.
• Lead Continual Service Improvement (CSI) initiatives across all suppliers and service towers.
• Ensure compliance with Service Management processes, policies, and tools.
• Mentor and coordinate SIAM and Service Management teams.

Required Qualifications

• Proven experience as a:
• Service Delivery Manager
• Service Integration Manager
• Operations Manager
• Service Manager
• Strong understanding of ITIL and IT Service Management frameworks.
• Experience working in complex multi-vendor environments.
• Experience managing suppliers, service performance, governance frameworks, and stakeholder relationships.
• Strong stakeholder management skills with the ability to influence senior leadership and external service providers.
• Experience with SLA, KPI, OLA, CSAT, escalation, and risk management.
• Excellent communication, negotiation, coordination, and conflict resolution skills.
• Strong analytical and problem-solving capabilities.
• Ability to organize, prioritize, and coordinate activities across multiple teams and suppliers.

Nice to Have

• ITIL certification
• Service governance experience
• Program or project management experience
• Automotive industry experience
• ServiceNow exposure

Location

Hybrid work model