GSPANN is hiring a SIAM Practice Lead to drive enterprise ITSM and service integration excellence. This leader will shape service strategy, optimize operations, and deliver measurable improvements in service performance, cost efficiency, and customer experience.
Description
Roles and Responsibilities
- Define and manage the enterprise ITSM operating model, including governance, policies, service integration frameworks, and supplier management standards.
- Maintain absolute coordination with multiple internal teams and third-party providers.
- Establish clear service ownership, accountability models, and Responsible, Accountable, Consulted, Informed (RACI) structures.
- Govern service delivery performance, SLA/OLA adherence.
- Lead service review boards and continual service improvement initiatives.
- Drive end-to-end service performance, resilience, and customer experience.
- Own the enterprise ServiceNow vision, strategy, and roadmap.
- Govern platform architecture, design standards, and development practices.
- Ensure alignment of ITSM, ITOM, ITAM, SecOps, HRSD, and related workflows to business strategy.
- Drive automation, digitization, and workflow optimization across service domains.
- Oversee platform upgrades, enhancements, integrations, and technical debt management.
- Ensure CMDB integrity, data governance, and integration accuracy.
- Align IT service management capabilities with enterprise digital transformation objectives.
- Lead modernization initiatives and platform standardization efforts.
- Identify opportunities to consolidate tools and reduce operational complexity.
- Drive measurable improvements in service quality, cost efficiency, and operational maturity.
- Act as senior escalation point for service integration and platform issues.
- Partner with IT leadership, business stakeholders, and vendors.
- Provide executive reporting on service performance, risk, and value realization.
- Ensure compliance with internal governance, audit, and regulatory requirements.
- Maintain appropriate controls across service operations and platform configurations.
- Mitigate operational risks through proactive monitoring and structured governance.
Skills and Experience
- 15+ years of experience in IT service management.
- 5+ years of ServiceNow platform ownership.
- Strong understanding of ITIL practices (V4) as well as Product organizations.
- End-to-end service governance experience.
- Focus on continuous improvement, risk and compliance management.
- Strategic leadership, executive communication and influence.
- Proven ability to lead transformation initiatives and influence senior stakeholders.
- Communication skills including to executive level.