Head of SIAM (Service Integration and Management)

Stackstudio Digital Ltd.; United Kingdom; On-site; GBP 90,000 - 120,000; Full time

Job summary

A major telecommunications company is looking for a Head of SIAM to lead Service Integration and Management. You will govern a multi-supplier model and ensure performance and SLA compliance, managing a team of over 50 professionals. The ideal candidate must have extensive experience in SIAM frameworks, SLA/KPI management, and a strong track record in stakeholder engagement. A bachelor's degree in a related field and a minimum of 15 years in IT Service Management are essential. The role is based in Reading or London, onsite five days a week.

Qualifications

• Proven experience in SIAM frameworks and multi-supplier governance within telecom.
• Strong expertise in managing SLAs and KPIs across vendors.
• Deep knowledge of ITIL and SIAM practices.

Responsibilities

• Lead the SIAM function for a major telecommunications client.
• Define and implement the SIAM operating model.
• Own SLA compliance across multiple suppliers and internal services.

Skills

Experience in SIAM frameworks

SLA/KPI management expertise

Team leadership for large teams

Knowledge of ITIL and SIAM practices

Stakeholder management

Education

Bachelor's degree in Telecommunications, IT, or related field

15+ years in IT Service Management

Tools

Helix

Remedy

Job description

Job title: Head of SIAM (Service Integration and Management)

Location: Reading OR London (Onsite- 5 days)

Type of Employment: Permanent

Job Overview

The Head of SIAM will lead the Service Integration and Management function for a major telecommunications client. This role is responsible for governing a multi-supplier operating model, ensuring seamless collaboration between internal teams and external vendors to deliver end-to-end service performance and SLA compliance.

The position demands strategic leadership, strong supplier coordination, and deep expertise in SIAM and ITIL frameworks, while managing a team of 50+ professionals.

Key Responsibilities

• SIAM Strategy & Governance

  • Define and implement the SIAM operating model for a multi-supplier environment, ensuring alignment with client objectives and regulatory requirements.

  • Establish governance frameworks to manage service integration across all suppliers and internal teams.

  • Drive accountability for end-to-end service delivery and performance across the ecosystem.

• SLA & KPI Management

  • Own and enforce SLA compliance across multiple suppliers and internal service providers.

  • Define, monitor, and report KPIs for service availability, incident resolution, and customer experience across the integrated supply chain.

  • Implement proactive measures to reduce MTTR and improve service reliability across all vendors.

• Supplier Coordination & Relationship Management

  • Act as the primary liaison between the Customer and multiple suppliers, ensuring smooth collaboration and issue resolution.

  • Conduct joint service reviews with suppliers to track performance and drive continuous improvement.

  • Negotiate service improvements and resolve escalations across the vendor ecosystem.

• Stakeholder Engagement

  • Serve as the key point of contact for Customer leadership on integrated service performance and risks.

  • Provide clear, data-driven updates on SLA compliance, supplier performance, and improvement plans.

  • Build strong relationships with client stakeholders and supplier partners to ensure alignment and transparency.

• Transformation & Automation

  • Lead SIAM transformation initiatives, introducing automation and AI-driven solutions for proactive monitoring and resolution.

  • Deploy modern ITSM and SIAM tools, ensuring integration with OSS/BSS systems for seamless operations.

• Team Leadership

  • Lead and inspire a team of 50+, including service managers and governance leads.

  • Foster a culture of accountability, collaboration, and continuous improvement.

  • Develop talent through mentoring, coaching, and structured career progression plans.

Skills & Experience – Must‑Have Skills

• Proven experience in SIAM frameworks and multi-supplier governance within telecom or large enterprise environments.

• Strong expertise in SLA/KPI management across complex vendor ecosystems.

• Demonstrated ability to lead large teams (50+ FTEs) and manage supplier relationships.

• Deep knowledge of ITIL and SIAM practices, OSS/BSS systems, and ITSM tools (e.g., Helix & Remedy).

• Excellent stakeholder management and executive communication skills.

Education & Experience Requirements – Required Qualifications

• Bachelor's degree in Telecommunications, IT, or related field (master's preferred).

• 15+ years of experience in IT Service Management and SIAM within telecom or large-scale multi-supplier environments, including 7+ years in senior leadership roles.

Certifications Preferred

• SIAM Foundation or Professional

• ITIL Expert or Managing Professional

• Telecom‑specific certifications (e.g., TM Forum, eTOM)