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

Stellenbeschreibung:

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.