Track Lead - ServiceNow, IT Service Management

Job Summary

Job Description\\r\\nService Integration & Management (SIAM) Supplier Manager\\r\\nJob Summary\\r\\nThe SIAM Supplier Manager is responsible for governing and managing third-party service providers within a multi-supplier IT ecosystem. The role ensures suppliers deliver services in line with contractual obligations, SLA commitments, operational processes, and organizational objectives. The position acts as the central liaison between customers, internal teams, and service providers to drive service excellence, supplier accountability, risk management, and continual service improvement. [Siam Operate Lead JD | Word], [Neste_Proc...ment- v1.5 | Word]\\r\\n\\r\\nKey Responsibilities\\r\\nSupplier Governance & Relationship Management\\r\\n• Establish and maintain productive relationships with service providers and key stakeholders.\\r\\n• Act as the primary governance interface between suppliers, customers, and internal service management teams.\\r\\n• Drive supplier accountability through regular operational, tactical, and strategic governance reviews.\\r\\n• Facilitate dispute resolution and escalation management across suppliers.\\r\\n• Ensure adherence to contractual commitments, Statements of Work (SoW), and service obligations. [Siam Operate Lead JD | Word], [Neste_Proc...ment- v1.5 | Word], [Hitachi En...onboarding | PowerPoint]\\r\\nSupplier Performance Management\\r\\n• Monitor supplier performance against agreed SLAs, KPIs, OLAs, and contractual targets.\\r\\n• Conduct service performance reviews and identify service gaps, risks, and improvement opportunities.\\r\\n• Analyze performance trends and drive remediation plans for underperforming suppliers.\\r\\n• Ensure accurate reporting, measurement, and transparency of supplier performance metrics. [Siam Operate Lead JD | Word], [Neste_Proc...ment- v1.5 | Word]\\r\\nService Integration & Coordination\\r\\n• Coordinate cross-supplier activities ensuring seamless end-to-end service delivery.\\r\\n• Manage supplier interdependencies and promote collaborative working across multiple providers.\\r\\n• Drive integrated operations and eliminate service delivery silos.\\r\\n• Ensure suppliers align with SIAM processes, governance structures, and operating models. [Siam Operate Lead JD | Word], [Attachment...ces - V1.0 | Word], [Hitachi En...onboarding | PowerPoint]\\r\\nSupplier Onboarding & Offboarding\\r\\n• Lead supplier onboarding activities including workshops, governance setup, process alignment, and tool integration.\\r\\n•

Key Responsibilities

Validate supplier readiness and operational compliance before service commencement.\\r\\n• Manage supplier offboarding activities, transition planning, knowledge transfer, and risk mitigation.\\r\\n• Ensure smooth introduction and transition of services within the SIAM ecosystem. [Supplier O...ss_Ver 1.1 | Word], [Suppliers...Framework | Word]\\r\\nRisk, Compliance & Audit Management\\r\\n• Identify supplier-related operational, contractual, security, and compliance risks.\\r\\n• Ensure adherence to organizational policies, service management processes, and audit requirements.\\r\\n• Drive corrective and preventive actions arising from governance reviews and audits.\\r\\n• Monitor supplier compliance with information security and regulatory requirements. [Siam Operate Lead JD | Word], [Neste_Proc...ment- v1.5 | Word]\\r\\nContinual Service Improvement (CSI)\\r\\n• Lead and track supplier improvement initiatives.\\r\\n• Drive automation, innovation, and service optimization opportunities.\\r\\n• Promote best practices across the supplier ecosystem.\\r\\n• Measure and report business value realized through improvement programs. [Schedule 0...MASTER (2) | Word], [Neste_Proc...ment- v1.5 | Word]\\r\\n\\r\\nRequired Skills & Competencies\\r\\nTechnical & Process Skills\\r\\n• Strong understanding of SIAM, ITIL, ITSM, supplier governance, and service delivery management.\\r\\n• Experience managing multi-vendor environments.\\r\\n• Knowledge of SLA, KPI, OLA, contract management, and service reporting.\\r\\n• Familiarity with ITSM platforms such as ServiceNow.\\r\\nLeadership & Communication Skills\\r\\n• Strong stakeholder management and influencing skills.\\r\\n• Excellent negotiation and conflict resolution capabilities.\\r\\n• Strong analytical and problem-solving skills.\\r\\n• Effective presentation and governance reporting capabilities.\\r\\n• Ability to collaborate across customers, suppliers, and internal delivery teams. [Siam Operate Lead JD | Word], [Neste_Proc...ment- v1.5 | Word]\\r\\n\\r\\nQualifications\\r\\n• Bachelor\\\'s degree in Information Technology, Computer Science, Business Management, or equivalent.\\r\\n• ITIL Foundation certification (mandatory).\\r\\n• SIAM Foundation/Professional certification (preferred).\\r\\n• ServiceNow knowledge/certification (preferred).\\r\\n\\r\\nExperience\\r\\n• 8-15 years of experience in IT Service Management, SIAM, Supplier Management, Service Delivery Management, or Vendor Management.\\r\\n• Proven experience managing multiple service providers in large enterprise environments.\\r\\n• Experience driving governance, supplier performance reviews, service integrations, and continual improvement initiatives.\\r\\n\\r\\nKey Success Metrics\\r\\n• SLA and KPI compliance across suppliers.\\r\\n• Reduction in service delivery issues and escalations.\\r\\n• Supplier governance effectiveness and audit compliance.\\r\\n• Customer satisfaction (CSAT) improvement.\\r\\n• Successful supplier onboarding/offboarding execution.\\r\\n• Delivery of continual service improvement and cost optimization initiatives.\\r\\n• Reduction in cross-supplier operational risks and service disruption\\r\\n

Skill Requirements

Other Requirements